Abstract
This study aims to analyze the factors influencing the service quality of VNPT’s oneSME platform, based on survey data collected from 193 SME customers in A Luoi district, Hue city. A quantitative research design was employed, utilizing structured questionnaires and data analysis through reliability testing (Cronbach’s Alpha), exploratory factor analysis (EFA), and multiple linear regression. The results indicate that nine factors positively impact overall service quality, with empathy, system availability, and innovation emerging as the most influential contributors. The findings suggest that VNPT should prioritize strengthening customer empathy, ensuring technical system stability, and fostering continuous innovation to optimize user experience. These strategic improvements are essential not only for enhancing the competitiveness of the oneSME platform but also for promoting the broader digital transformation process among SMEs in Vietnam’s evolving digital economy.
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