MKT202 - INDIVIDUAL ASSIGNMENT

Class: MKT1706

Name: Trịnh Trung Nhã - SE160153

Lecturer: Trương Thị Thùy Vân

Table of Contents

I. Introduction 1

II. 5 Most Satisfactory Service Encounters 2

III. 5 Most Dissatisfactory Service Encounters 2

IV. Conclusion 3

V. Reference list 4

I. Introduction

1. Non-profit organization: Actions for Environment Organization (AFEO)

The Environmental Action Organization is a non-governmental and non-profit organization with the
primary goal of promoting environmental protection and sustainability. This organization operates at
the international level and focuses on minimizing the negative impact of human activities on the
environment, protecting biodiversity, and encouraging the sustainable use of natural resources.

In recent times, the Environmental Action Organization has been carrying out activities such as
research and education, environmental conservation and restoration, advocacy for environmental
policies, and organizing campaigns and events, among others. Its ultimate objective is to safeguard
and improve our living environment and create a sustainable future for both the present and future
generations.

1
The Environmental Action Organization is a diverse collection of groups and individuals working
together to protect and enhance our living environment. Its activities aim to promote awareness,
change behaviors, and generate innovative solutions to ensure a sustainable future for the planet.

2. Profit organization: Vietjet Aviation Joint Stock Company

Vietjet Aviation Joint Stock Company, commonly known as Vietjet Air or simply Vietjet, is a leading
low-cost airline based in Vietnam. Established in 2007, Vietjet has rapidly grown to become one of
Vietnam's largest domestic and international airlines.

As a low-cost airline, Vietjet focuses on providing a no-frills travel experience, passengers can
customize their itinerary by choosing more services and utilities according to their preferences. The
airline also offers a variety of ancillary services, including pre-ordered meals, baggage selection, and
priority check-in, allowing passengers to tailor their travel experience to their needs.

Vietjet's mission is to bring air travel to a broader audience, stimulating tourism, commerce, and
economic development. With its commitment to providing affordable and reliable air transportation
services, Vietjet plays an important role in connecting people, promoting tourism, and contributing
to Vietnam's aviation industry.

II. 5 Most Satisfactory Service Encounters

 Experience satisfied service from the Environmental Action Organization.

1. Environmental Education Program: I participated in an environmental education program

2. Environmental Volunteer Campaign: When I joined the environmental volunteer campaign of the
Environmental Action Organization, I found the organization to be dedicated and well-organized. The
guides were enthusiastic and professional, always ready to support and answer questions. I had a
fantastic experience and felt fulfilled with the volunteer work I contributed to making the
environment greener and cleaner.

3. Environmental Support Program: I reached out to the Environmental Action Organization for
support and consultation regarding environmental concerns. The staff listened attentively and
responded promptly. They provided detailed information and valuable resources related to my issue.

2
I received professional advice and practical assistance from the Environmental Action Organization,
which left me satisfied and more confident in making informed decisions and taking positive actions
for the environment.

 Experience satisfied service from Vietjet airline company:

1. Fast and Convenient Service Experience: Booking tickets online on Vietjet's website is easy and
convenient. The simple and user-friendly interface allows me to select flights and seats according to
my preference. I saved a significant amount of time and had a good experience with this service.

2. Cost-Saving Service Experience: Vietjet provided me with affordable flights and attractive deals. It
was a memorable experience with reasonably priced tickets, saving me money. I could enjoy a
comfortable flight without worrying about the expenses. This cost-saving service made me feel
satisfied and willing to use other services of Vietjet in the future.

III. 5 Most Dissatisfactory Service Encounters

1. Lack of Updated Information: I subscribed to the newsletter from the Environmental Action
Organization to stay updated on activities and projects. However, the information is not regularly
updated. Missing newsletters for a period of time or content that doesn't meet expectations leads to
dissatisfaction and a lack of information.

2. Ineffective Online Interaction: I contacted the Environmental Action Organization through their
website and social media platforms but encountered difficulties in receiving responses. Even after
sending messages, I did not receive answers or experienced delayed responses.

 Unsatisfied service experience with Vietjet Airline company:

1. Unresponsive customer service: I encountered difficulties when contacting Vietjet's customer

2. Uncomfortable flight experience: In some instances, I have had uncomfortable flights with Vietjet.
The seats were cramped and uncomfortable, with insufficient space for movement and rest
throughout the flight.

3. Unexplained flight delays: I experienced flight delays without clear reasons from Vietjet. The
updated schedule information was not provided in a timely manner, causing inconvenience and
frustration. This lack of trust and dissatisfaction with their service.

IV. Conclusion

From this service diary, I have gained valuable insights into both the profit and non-profit aspects of
the organization, the encounters with their services, and the resulting satisfaction or dissatisfaction.
The satisfying encounters have highlighted the importance of a knowledgeable and supportive staff,
individual attention, and a commitment to fulfilling the organization's mission. On the other hand,
the areas that did not meet the requirements have emphasized the weaknesses that the
organization needs to improve upon in its service industry. By analyzing these experiences, I can

3
identify areas for improvement and encourage organizations to prioritize providing high-quality
services, ultimately enhancing customer satisfaction and the success of the organization.

V. Reference list

1. Career Guide (2023) What Is Services Marketing? Definition and Tips [online] Available at:
https://www.indeed.com/career-advice/career-development/services-marketing

2. AFEO's Blog (n.d) Về chúng tôi [online] Available at: https://afeovn.wordpress.com/about/

3. Phật Giáo (2020) Tổ chức Hành động vì môi trường - AFEO, bạn trẻ nên tham gia [online] Available
at: https://phatgiao.org.vn/to-chuc-hanh-dong-vi-moi-truong--afeo-ban-tre-nen-tham-gia-
d43722.html

4. VACNE (2010) Tổ chức Hành động vì môi trường (AFEO) có nhiều hoạt động phong phú [online]
Available at: http://www.vacne.org.vn/to-chuc-hanh-dong-vi-moi-truong-afeo-co-nhieu-hoat-dong-
phong-phu/24754.html

5. Vietjets.com.vn (n.d) Về chúng tôi [online] Available at: https://vietjets.com.vn/gioi-thieu-ve-

6. vietjetair.com (n.d) Kinh nghiệm săn vé máy bay giá rẻ tiện ích hấp dẫn [online] Available at: Kinh
nghiệm săn vé máy bay giá rẻ Vietjet: Bạn đã biết? (vietjetair.com)

7. vietjetair.com (n.d) Website đặt vé chính thức của Vietject [online] Available at: Vietjet Air | Bay là
Thích ngay! | Website chính thức

4
5