Critical success factors influencing e-Commerce in Vietnam : the road to sustainable growth

다국어 초록 (Multilingual Abstract)

This study aims to provide the critical success factors for e-commerce in Vietnam, the study structure was divided into seven chapters and answer two main research questions: First, what are the critical success factors that influence to successes of e-commerce in Vietnam and Second question is what are the recommendations can be suggested to enhance e-commerce in Vietnam.
Chapter Two Literature review was explains all the concepts and definitions are related. Chapter Three Analysis framework was descriptive critical success factors very briefly. With the research of academic literature, the articles and the previous studies on e-commerce, this study has found eight critical success factors: Strategic business planning, Convenient of Website, Technology, Marketing and Sales, Customer/Vendor relationship, Resource Management, Trust and Target Market.
Chapter Five Data analysis and Finding will find out the answer for the first question, after analyzing the results of the survey instruments with e-commerce enterprises in Vietnam, with only sixty five qualified respondents, twenty four questionnaires and using appropriate statistical method like descriptive analysis, this study has given the business environment in e-commerce of Vietnam agree with two factors: Trust and Technology, disagree with two factors: Strategic business planning and Target market, also neither agree nor disagree in four factors: Marketing and Sales, Convenient Website, Customer/Vendor Relationship and Resource Management. The finding of this study, the Trust factor is the most critical success factors and biggest influencing to Vietnam’s e-commerce market, it is also consistent with the studies were mentioned in the previous study and analyses in real-world business situation of Vietnam in Chapter Four.
Chapter Six Recommendations was answered for the Second question to propose specific recommendations to the government, businesses as well as proposal and suggestion for citizens to participate in online trading.
The last chapter was discussing on the understanding of government about critical success factors in e-commerce is necessary and how government could be improvement the role of state management on this field.

국문 초록 (Abstract)

베트남의 전자상거래에 영향을 미치는 요인들을 다루는 연구는 많지 않다. 본 연구는 그러한 문제를 바탕으로 진행되었다. 학문적 조사를 통해, 전자상거래의 핵심성공요인, 8개의 핵심성공요인으로 전략적 사업계획, 웹사이트 편리성, 기술, 마케팅 및 판매, 판매자-고객 관계, 자원관리, 신뢰, 목표시장 등을 제시하고 있다.
베트남에서 65명을 대상으로 24개의 질문으로 이루어진 설문조사를 시행했고 적절한 통계법으로 평균과 편차를 이용하여 조사결과를 분석하여 6개의 핵심성공요인을 도출해냈다. 베트남의 전자상거래에 영향을 끼치는 핵심성공요인으로 신뢰, 웹사이트의 편리성, 기술, 마케팅 및 판매, 판매자-고객 관계, 자원관리를 제시하고 있다. 각 요소의 영향력은 달라지만 신뢰와 기술 요소가 가장 큰 영향력을 끼치는 것으로 나타났다.
또 연구자들은 전자상 거래의 여러 어려움들을 극복하고, 경쟁력을 키우고 지속 가능한 성장을 이루기 위해서는 베트남 전자상거래의 핵심성공요인에 대해 연구하는 정부관리자들이 정부를 더 잘 이해해야 한다고 설명하고 있다

목차 (Table of Contents)

• Table of Contents i
• List of Figures ⅴ
• List of Tables ⅵ
• ABSTRACT ⅸ
• Chapter I 1
• Introduction 1
• 1.1 Research Backgrounds 1
• 1.2 Statement of Problems 2
• 1.3 Research Questions 4
• 1.4 Objective of Study 4
• 1.5 Scope of Study 4
• 1.6 Significance of Study 4
• 1.7 Methods of study 5
• 1.7.1 Research design 5
• 1.7.2 Unit of analysis 5
• 1.7.3 Sampling plan 5
• 1.7.4 Data collection 5
• 1.7.5 Data analysis 6
• Chapter II 7
• Literature Review 7
• 2.1 Critical Success Factors for E-commerce 9
• 2.2 E-commerce Business Model 10
• 2.3 Defining E-commerce 11
• 2.4 Defining Critical Success Factors (CSFs) 13
• 2.5 CSFs for e-commerce 13
• 2.6 CSFs for e-commerce in Developed Countries 14
• Chapter III 18
• Analysis Framework 18
• 3.1 Strategic Business Planning 18
• 3.2 Convenient Website 20
• 3.3 Technology 21
• 3.4 Marketing and Sales 24
• 3.5 Customer Relationship Management 26
• 3.6 Resources-Management 28
• 3.7 Trust 30
• 3.8 Target Market 32
• 3.9 Conceptual framework of the study 34
• Chapter IV 36
• Vietnam current status 36
• 4.1 Vietnam Overview 36
• 4.2 Vietnam ICT 38
• 4.2.1 Governmental Organization on ICT 39
• 4.2.2 Information and Communication Infrastructures 40
• 4.2.2.1 Fix telephone 40
• 4.2.2.2 Mobile telephone 42
• 4.2.2.3 Internet 43
• 4.2.2.4 Personal computer and multimedia device 45
• 4.2.3 Telecommunication and Information Technology Industry 45
• 4.2.3.1 IT Industry revenue (million USD) 45
• 4.2.3.2 Total number of employees in IT sector (person) 46
• 4.2.3.3 Average of revenue per employee in IT sector (USD/person/year) 46
• 4.2.3.4 Average of wage in IT sector (USD/person/year) 46
• 4.2.3.5 ICT import/export (million USD) 47
• 4.2.4 IT Application in Stage agencies 48
• 4.2.4.1 Ratio of computer over administrative official (%) 48
• 4.2.4.2 Ratio of computer with internet access (%) 48
• 4.2.4.3 Ratio of government agencies with a website/portal 48
• 4.2.4.4 Ratio of government agencies with IT unit 49
• 4.2.4.5 Online public service 49
• 4.2.4.6 Programs and projects for IT application/e-government 50
• 4.3 E-commerce 52
• 4.3.1 Legal environmental 53
• 4.3.2 E-commerce readiness 55
• 4.3.2.1 Computer usage in enterprises 55
• 4.3.2.2 Internet connection and usage in enterprises 55
• 4.3.2.3 Email 56
• 4.3.3 Payment online 56
• 4.3.4 Public service online support for e-commerce 58
• 4.3.4.1 Electronic certificate of origin system (EcoSys) 58
• 4.3.4.2 E-customs procedures 59
• 4.3.4.3 The system of tax declaration and dossier submission via Internet 60
• 4.3.4.4 Automatic import licensing system 61
• 4.3.4.5 E-procurement 61
• 4.3.4 E-commerce barriers 62
• Chapter V 64
• Research Design 64
• 5.1 Research approach 64
• 5.2 Unit of analysis 64
• 5.3 Sampling plan 64
• 5.4 Data source 65
• 5.4 Data analysis 65
• Chapter VI 66
• Data analysis and Finding 66
• 6.1 Survey response 66
• 6.2 Data Assessment 66
• 6.3 Sample Characteristics 67
• 6.3.1 Age group 68
• 6.3.2 Position 69
• 6.3.3 Gender 70
• 6.4 Descriptive Analysis of the Data 70
• 6.4.1 Respondent’s opinion about Strategic Business Planning 71
• 6.4.2 Respondent’s opinion about Convenient website 72
• 6.4.3 Respondent’s opinion about Technology 74
• 6.4.4 Respondent’s opinion about Marketing and sales 76
• 6.4.5 Respondent’s opinion about Customer/Vendor relationship management 77
• 6.4.6 Respondent’s opinion about Resource management 78
• 6.4.7 Respondent’s opinion about Trust 79
• 6.4.8 Respondent’s opinion about Target market 81
• 6.5 Summary of Data Analysis and Finding 82
• 6.5.1 Summary and Finding of Data Analysis 82
• 6.5.2 Finding from literature review 85
• Chapter VII 87
• Recommendation and Conclusion 87
• 7.1 Recommendations for state agencies. 87
• 7.1.1 Supporting enterprises on applying e-commerce 87
• 7.1.2 Promoting popularization and propaganda on e-commerce 87
• 7.1.3 Enhancing e-commerce law and policy enforcement 88
• 7.2 Recommendation for enterprises 89
• 7.2.1 Improving e-commerce application in order to enhance competitive capability. 89
• 7.2.2 Increasing e-commerce awareness and law abiding consciousness 89
• 7.3 Recommendations for consumers 90
• 7.4 Conclusions 90
• 7.5 Limitation of Study 91
• 7.6 Prospect of Future study 92
• References 93
• APPENDIX 97
• ABBREVIATIONS 102
• 초록 104