HO CHI MINH CITY OPEN UNIVERSITYSCHOOL OF ADVANCED STUDY INTERNSHIP REPORT MAJOR: BUSINESS ENGLISH EVALUATION OF RECRUITMENT PROCESS AT VIETNAM BLUE OCEAN DEVELOPMENT COMPANY LIMITED Stu
INTRODUCTION
REASONS FOR CHOOSING THE TOPIC
As our country undergoes industrialization and modernization amid significant market fluctuations, businesses must adopt effective strategies for survival and growth This includes developing clear business plans and robust human resource management strategies With a rapidly evolving workforce, companies need efficient systems for surveying and processing information to support managers at all levels in establishing comprehensive human resource management processes, particularly in recruitment Effectively executing human resource recruitment has become a critical focus for businesses today.
To ensure long-term survival and growth, companies must prioritize human capital through effective recruitment and resource optimization In line with this strategy, Vietnam Blue Ocean Development Co., Ltd has implemented a unique recruitment process aimed at strengthening its brand and enhancing its competitive position in the market.
Vietnam Blue Ocean Development Co., Ltd., a company established just six years ago, specializes in construction, landscaping, and industrial cleaning services while prioritizing high labor quality In a competitive labor market, the company faces challenges in attracting skilled talent, making effective recruitment essential to ensure a sufficient workforce This focus on recruitment is crucial for enhancing service efficiency and promoting sustainable growth.
Recognizing the critical role of human resource recruitment in business success, I chose to focus my graduation report on the "Evaluation of the Human Resource Recruitment Process at Vietnam Blue Ocean Development Company Limited." My internship experience at Dai Duong Xanh Vietnam Development Company Limited, combined with my academic knowledge, has equipped me to analyze the current recruitment practices within the company This report will highlight key aspects of human resource recruitment, assess the company's existing recruitment strategies, identify strengths and weaknesses, and propose actionable solutions to enhance the recruitment process at Vietnam Blue Ocean Development Company Limited.
OBJECTIVES OF THE REPORT
- Study the status of the human resource recruitment process at Vietnam Blue Ocean Development Limited Company.
- Analyze, evaluate and compare with the learned knowledge about the theoretical basis of human resource recruitment.
- Point out the advantages and limitations in the human resource recruitment process at the company.
- Propose some solutions to overcome the limitations in the human resource recruitment process at the company.
SCOPES OF THE REPORT
- Content: Recruitment process at Vietnam Blue Ocean Development Company Limited.
- Time: The project focuses on researching the company's recruitment work with data collected in the period from 2021 to 2024.
- Venue: Office of Vietnam Blue Ocean Development Company Limited at139/6/15 Duong Van Duong Street, Tan Quy Ward, Tan Phu District, Ho Chi MinhCity, Vietnam.
RESEARCH METHODS
To achieve the set objectives, the author used a combination of the following research methods:
Observation method: This method is based on monitoring the current recruitment procedure at Vietnam Blue Ocean Development Company
Information collection method: Acquiring reports and documentation from the Recruitment Department regarding personnel modifications and recruitment endeavors
Statistical analysis method: Gathering and examining data, reports, and tables to assess the recruitment status
Synthesis method: Evaluating gathered data to analyze recruiting and propose enhancements.
STRUCTURE OF THE REPORT
ENTERPRISE OVERVIEW
COMPANY FORMATION AND DEVELOPMENT
International name: BLUE OCEAN DEVELOPMENT COMPANY LIMITED
Vietnamese name: CÔNG TY TNHH PHÁT TRIỂN ĐẠI DƯƠNG XANH VIỆT
Address: 139/6/15 Duong Van Duong Street, Tan Quy Ward, Tan Phu District, Ho Chi
Type of business: Limited liability company with 2 or more members
Representative: Ms Thai Thi Tam
HISTORY OF FORMATION AND DEVELOPMENT
Dai Duong Xanh Company, licensed on June 21, 2019, by the Ho Chi Minh City Department of Planning, initially catered to clients in Vietnam, leveraging connections to acquire over 50 clients and employ more than 80 staff The COVID-19 pandemic in 2020 posed challenges for the industrial cleaning and disinfection service provider However, as the situation improved in 2021, the company expanded its market to southern and nearby western provinces, increasing its client base to over 100 and workforce to over 300 By 2022, Dai Duong Xanh further advanced its reach, securing over 150 clients and employing more than 500 personnel In 2023, the company extended its operations to northern regions, growing its workforce to over 750 and serving more than 200 clients The Board of Directors and staff remain committed to achieving their growth and market expansion goals for 2024.
TASKS, FUNCTIONS AND DEVELOPMENT ORIENTATION
Vietnam Blue Ocean Development Company Limited performs important tasks, such as discharging all financial obligations to the State of Vietnam and providing modern technology and machinery for customers:
- Fulfill your obligations to the state regarding compliance with regulations on fully paying taxes to the State Budget
- Fully implement rights for employees according to the provisions of the Labor Law.
- Comply with the terms of contracts signed with partners and customers, comply with business laws.
- Implement optimal construction methods, labor safety and apply high technology, complete and modern machinery system.
Vietnam Blue Ocean Development Company Limited is a premier provider of construction, electrical, water, industrial hygiene, and general cleaning services in Vietnam Committed to the motto "Customer satisfaction is our success," the company ensures high-quality services at competitive prices, prioritizing client needs and project excellence.
Vietnam Blue Ocean Development Company Limited specializes in delivering high-quality services across multiple sectors, including electricity and water construction, housing design and construction, and electrical system installation Their expertise extends to lightning protection, water supply system construction, project management software, and landscape design and maintenance Additionally, they provide comprehensive industrial hygiene services such as post-construction cleaning, regular and hourly house cleaning, disinfection, building glass washing, floor polishing, and specialized cleaning for carpets, chairs, and sofas, catering to buildings, supermarkets, flats, industries, and businesses.
ORGANIZATIONAL STRUCTURE AND RESOURCE
Over the past 6 years of formation and development, the company has a fairly tight organizational chart as shown below:
Figure 1 Organizational chart of Vietnam Blue Ocean Development Company
Source: Vietnam Blue Ocean Development Company's HR Department in 2024 2.4.2 Board of management
The Director Department oversees the organization's legal structure and coordinates activities to ensure regulatory compliance, steering the organization towards sustainable growth and good development through strategic decision-making.
The Vice Managing Director works alongside the Board of Directors to enhance business performance by prioritizing customer development and service quality They guide departments in executing strategies that align with approved plans and regulations while offering strategic insights on corporate operations and legal issues.
The Sales Department plays a crucial role in an organization's success by managing input and output operations, client acquisition, and contract management In contrast, the Marketing Department focuses on enhancing brand visibility, engaging existing clients, and attracting new customers to maximize market opportunities.
The role involves providing support and guidance to the director in managing the company's administrative functions, including personnel resources, clerical tasks, record management, reception services, and customer support Additionally, it encompasses supervising and coordinating human resource management operations within the organization.
The department is responsible for ensuring transparency and prompt payment by facilitating payment document transactions across various departments It also provides essential financial and accounting information, statistics, and reports in accordance with the Economic Ordinance Additionally, it maintains relationships with key financial units, including banks, tax authorities, and debt tracking operations.
The Design Department focuses on creating detailed drawings tailored to customer specifications, encompassing building and completion plans Additionally, it oversees the execution of these designs at construction sites to ensure adherence to established standards and regulations.
The Engineering Department is responsible for managing technical operations to guarantee progress, quality, scope, and cost-effectiveness within the organization It oversees the utilization of equipment and machinery, conducts research for technological advancements, and implements improvements that align with the company's objectives Meanwhile, the IT Department focuses on the installation, maintenance, and repair of computer networks and software systems, ensuring optimal functionality and smooth operations.
The procurement department is responsible for acquiring input materials while ensuring compliance with proper procedures, quality standards, and competitive pricing It evaluates suppliers and manages inventory effectively to ensure the continuous operation of the company, guaranteeing the timely delivery of goods in accordance with regulations.
The Customer Care Department manages both pre-sales and post-sales activities to ensure an exceptional client experience with the company's services Its primary goal is to enhance customer satisfaction, foster loyalty, and retain existing clients, all while supporting the acquisition of new customers.
The Supervisory Department will oversee human resources management, provide tasks to employees on projects, and ensure service quality for the Board of Directors and clients
Project workers perform responsibilities assigned by their immediate managers in accordance with the needs of clients and partners.
INCOME STATEMENT 2021-2023
The company's commercial status relies heavily on strong leadership and the commitment of both the Board of Directors and employees, particularly in light of recent challenges in the global and Vietnamese economies.
Table 1 Income statement of company in three year (2021-2023)
Source: Accounting Department of Vietnam Blue Ocean Development Company Limited 2.5.2 General comments
The income statement data from 2021 to 2023 indicates a significant growth in the business performance of Vietnam Blue Ocean Development Company Limited over the three-year period.
In 2022, the company’s revenue increased by 999.14 million VND, a 2.43% rise compared to 2021, indicating steady growth Costs rose by 1,300.50 million VND
In the face of a global economic downturn, the company experienced a 6.11% decrease in net income, amounting to a loss of 301.36 million VND, primarily due to reduced consumer demand and declining revenue Additionally, increased investment in technology, operations, and marketing contributed to this profit decline.
In 2023, revenue increased by 1,200.42 million VND (1.39%) compared to
In 2022, the company experienced slower growth compared to 2021, primarily due to global economic challenges and the ongoing effects of the Covid-19 pandemic However, strong customer relationships and effective leadership facilitated continued business development In 2023, costs rose by 520.46 million VND (1.39%) as a result of investments in technology, operational improvements, system upgrades, and personnel training, all aimed at fostering long-term growth Consequently, net income increased by 87.39 million VND (1.89%), reflecting robust growth as the economy rebounded from the pandemic Despite a decline in profits in 2022 attributed to high marketing expenses, the overall business remained profitable.
ANALYSIS AND EVALUATION OF THE RECRUITMENT
CURRENT STATUS OF RECRUITMENT AT DAI DUONG VIETNAM
Effective recruitment focuses on identifying the right candidates for each role, ensuring alignment between employees and the organization to boost performance and growth This strategy addresses workforce challenges, such as employee turnover and seasonal demands, while promoting fairness, transparency, and equal opportunities through objective evaluations, including screenings and interviews by qualified professionals The process prioritizes candidates' skills, expertise, and overall well-being, with the HR department setting clear criteria that comply with legal standards and job specifications, as reflected in assessment documentation.
The company utilizes a dual approach for recruitment, sourcing candidates from both internal and external channels Internal recruitment focuses on transferring employees between departments when they are no longer suited for their current roles or seek new opportunities In contrast, external recruitment taps into the broader labor market, allowing external candidates to apply for available positions within the company.
Internal recruitment fosters a positive work environment by encouraging competition among employees It allows current staff members to seek promotions to leadership roles such as department head, specialist, or manager, while also providing opportunities to engage in diverse projects within the company.
When there is an internal recruitment announcement from the superior, all information will be posted on the company's website, weekly bulletin board at the
10 company or can spread the fastest through word of mouth The leading departments when receiving the announcement will immediately pass it down to the subordinates in the department.
Internal recruitment significantly lowers costs by reducing advertising expenses and eliminating the need for job postings Information spreads quickly within the organization, often through word of mouth, attracting interest from existing employees This approach not only motivates staff to excel in their roles but also shortens the recruitment process.
Keeping detailed records of employees' experiences and achievements enables the HR department to assess qualifications for new roles efficiently, identifying suitable candidates Additionally, employees' familiarity with the work environment facilitates quick adaptation to new responsibilities, fostering career growth and development.
Internal recruitment often yields a low response rate from current employees, resulting in a limited pool of candidates with the necessary skills This can lead to stagnation due to entrenched work habits and a decrease in employee diversity within the organization.
Recruitment processes that overlook qualified employees who are eager to take on new roles can lead to feelings of unfairness and dissatisfaction among those not selected This discontent can negatively impact their current performance and overall workplace morale.
External recruitment proves highly effective, rapidly gaining traction on paid job sites, social media, and free classifieds In the 4.0 era, the swift dissemination of information through technology leads to a strong response from candidates Companies leverage this advantage to penetrate the Vietnamese labor market, targeting a diverse audience that includes interns, recent graduates, experienced professionals, and unskilled workers with at least a secondary education.
The company's recruitment division will advertise job openings on various free employment websites and share announcements across social media platforms like Facebook and Zalo Additionally, they will leverage the Top.cv recruitment website, supported by a dedicated recruitment package Job seekers can apply directly at the office or via the email address listed in the job postings.
External recruitment sources offer significant advantages due to the abundance of candidates in the labor market This approach allows companies to access a diverse pool of applicants with varying personalities, qualifications, and work styles, bringing fresh ideas that can benefit the organization As a result, businesses can enjoy a wider selection of talent, ultimately enhancing the overall quality of work.
Recruiting new talent can be costly for companies, as advertising and posting on recruitment websites often involve significant static fees This concern is heightened by the vast labor market, which requires considerable time to identify suitable candidates Even after selecting the best applicants, the recruitment process extends further, as new hires typically undergo 1-2 months of training and probation before the company can accurately assess their fit Additionally, the risk of job hopping increases if the company's benefits and job roles do not meet employee expectations.
Table 2 Recruitment results table by source at the company
Source: Human Resources Department of Vietnam Blue Ocean Development Company Limited in
The analysis of recruitment methods reveals significant fluctuations between internal and external sourcing, contributing to operational instability Data indicates that internal recruitment sources comprised 10.6% in 2021, dipped to 9.4% in 2022, and rose to 11.2% in 2023 Despite the high value placed on internal candidates due to their experience and familiarity with the company culture, their overall representation in recruitment remains low, as internal sources are primarily utilized for key advancement positions.
The company primarily relies on external recruitment, which accounted for 89.4% of its workforce in 2021 and increased to 90.6% in 2022, before slightly decreasing to 88.8% in 2023, still significantly surpassing internal sources This external focus not only enhances the company's ability to attract a diverse pool of qualified candidates but also contributes to cost savings and supports further development Additionally, the company establishes clear promotion pathways for employees, fostering a strong bond between them and the organization, while internal recruitment remains a valuable, albeit smaller, component of the overall strategy.
Table 3 Number of candidates applying by source for the period 2022 – 2023
Source: Human Resources Department of Vietnam Blue Ocean Development Company Limited in
The recruiting department can enhance its sourcing strategies and recruitment processes by thoroughly evaluating applicant requirements, leading to a diverse candidate pool Data reveals that Facebook (43.33%, 3,330 applications) and Topcv (42.67%, 3,279 applications) are the most effective platforms for attracting young talent Collaborator referrals account for 13.66% of applications but are limited by the small number of partners involved Internal recommendations and employee networks are significantly underutilized, representing only 0.28% and 0.039%, respectively Additionally, school partnerships are poorly established due to limited resources, and familial sources prove ineffective Recruitment metrics are systematically recorded in Excel for streamlined analysis and reporting to departmental leaders.
The recruitment process theoretically encompasses multiple steps; however, its execution can differ significantly among companies due to factors such as industry, business sector, organizational structure, company size, and the specific nature of the business For instance, Blue Ocean Development Company Limited in Vietnam has established its own unique recruitment process tailored to these variables.
Step 1: Determine human resource needs
FACTORS AFFECTING THE RECRUITMENT PROCESS AT THE COMPANY
Renowned companies attract job seekers who prioritize stable and reliable employment opportunities With over five years of experience, the organization instills confidence in potential employees Additionally, a well-designed website and a professional email address enhance the company's credibility in the eyes of applicants.
Financial capacity of the business
The recruitment process involves significant costs, including social media advertising and annual budgets for recruitment platforms Offering competitive salaries is essential for attracting top talent, as pay is closely tied to employee productivity During the initial training phase, new hires benefit from free retraining and receive a wage throughout their probation period, showcasing the company's commitment to employee support A positive work environment greatly enhances the organization's appeal to potential employees Additionally, the company allocates resources for performance-based incentives, which boost motivation and improve staff retention.
Human resources policies, corporate culture, union relations
Applicants prioritize organizations with strong human resources policies that emphasize fairness and advancement opportunities At this company, employees excel in a supportive atmosphere where department heads offer consistent guidance to enhance motivation and engagement A clear compensation strategy incentivizes performance, while biannual internal recruitment cycles in June and December create pathways for career growth Furthermore, scheduled lunch breaks provide essential downtime for employees.
24 recharge after a productive morning These policies foster professional development and employee satisfaction.
After experiencing an economic and financial crisis that led to slower growth and rising labor costs, many businesses downsized to cut expenses, significantly affecting the company However, as the labor market recovers, there is an increased demand for recruitment across various sectors to facilitate business expansion and investment The company offers specialized services in construction, electricity, water, landscaping, and industrial cleaning for partner firms Despite Vietnam's young and abundant labor force, a lack of training and skills among workers poses challenges in recruitment, particularly as many unskilled workers find it difficult to adapt to new knowledge.
Competition from competitors in the same industry
In today's competitive market, numerous companies specialize in various fields, leading to an abundance of choices for workers This saturation creates intense competition among industry rivals Without an effective employee retention strategy, businesses risk losing valuable talent in this challenging landscape.
The company collaborates with both corporate and individual clients, with a substantial focus on enterprises These organizations provide appealing policies and uphold reputable, skilled operations, enhancing their attractiveness and reliability for potential clients Primarily acting as a service provider, the company hires staff for contracted projects, which can occasionally result in misconceptions about its operational model, leading some candidates to mistakenly perceive it as a job broker.
Development of science and technology
The rise of recruitment software and social networking platforms like Facebook, Zalo, and TopCV has greatly benefited recruitment specialists by streamlining candidate search, profile management, and video interviews These technologies ensure uninterrupted recruitment processes, even amid challenges like geographical barriers and pandemics Additionally, they foster quick connections between recruiters and candidates, improve recruitment quality and efficiency, lower costs, provide clear recruitment metrics, and strengthen the company's brand in the competitive job market.
EVALUATION OF THE RECRUITMENT PROCESS AT THE COMPANY
The organization has made significant progress in recruitment, effectively meeting its operational manpower needs A structured recruitment process ensures professionalism and efficiency, while diversifying the candidate pool through both internal and external sources, including social media platforms like Facebook and Zalo, as well as reputable job sites such as TopCV By providing detailed job descriptions and clear requirements, candidates can better assess their suitability, ultimately saving time and minimizing discrepancies in the hiring process.
The interview process is thorough, involving expert evaluations and department leader assessments to select qualified candidates, reduce errors, and improve cost efficiency Informing candidates of their outcomes, whether successful or not, demonstrates respect, enhances the company's reputation, and strengthens its employer brand Additionally, post-probation assessments improve recruitment effectiveness by ensuring the best personnel placement Honest discussions about benefits and career growth during interviews empower candidates to make informed decisions, ultimately reducing turnover and promoting long-term employee retention.
Despite its successes, the company's recruitment strategy has notable limitations, particularly in its lack of diversity among recruitment sources and procedures Currently, the company relies on both external and internal resources, but the external options are restricted to social networks like Facebook, the recruitment portal Top.cv, and collaborators There is untapped potential in utilizing additional sources such as educational institutions, municipalities, newspapers, and radio The HR department's limited proposals and insufficient investment in related expenses have contributed to the underutilization of these valuable recruitment channels.
The company has made minimal investments in recruitment, which is evident in the current recruitment costs Their recruitment package on Top.cv remains at a standard rate of only 3 million per month, with no upgrades to more competitive options.
The recruitment homepage previously featured outdated information, causing candidates to miss important recruitment updates The company, established only five years ago, has not significantly invested in recruitment efforts or explored alternative sources Additionally, the HR department has yet to present a proposal to the Board of Directors regarding recruitment enhancements.
The recruitment department has not prioritized the thorough verification of candidates' backgrounds, leading to potential risks associated with encountering fraudulent profiles The inexperience of interns and new graduates in the recruitment team, coupled with insufficient oversight from management, contributes to the unchecked accuracy of candidates' personal histories and experiences.
While the company's recruitment efforts have yielded commendable results and effectively contributed to enhancing production and business over recent years, there are still significant limitations that need to be addressed To further improve recruitment effectiveness, the author proposes several solutions aimed at enhancing the quality and quantity of hires, ultimately supporting the company's business development goals.
SOLUTIONS
3.4.1 Compare the differences between theory and practice at the company regarding the recruitment process
At Dai Duong Xanh Company, the recruitment process consists of 8 steps instead of the theoretical 10, omitting the second interview, background verification, and health screening This highlights the challenges of applying theoretical frameworks in practice, particularly for small and medium-sized enterprises facing resource constraints such as limited personnel, budget restrictions, and time pressures Variations in corporate culture, business focus, and industry demands necessitate adjustments to recruitment strategies For instance, companies prioritizing rapid responses to consumer needs may streamline their hiring processes Additionally, the importance of human factors like communication and adaptability, along with external influences such as market changes and strategic goals, underscores the need for flexibility in aligning recruitment strategies with organizational objectives.
3.4.2 Propose solutions to improve the recruitment process at the company.
Solutions to diversify recruitment sources and methods
To ensure a sufficient workforce for large projects and future growth, the corporation should diversify its recruitment sources by partnering with educational institutions and local communities Implementing strategies like comprehensive programs, job fairs, and media advertising can significantly improve talent acquisition A strong social media presence and collaborations with universities for internships will bolster the company's reputation and attract potential candidates Additionally, local communities can quickly provide unskilled labor for new contracts, while recruitment ads and community events can enhance brand visibility and attract qualified applicants.
Solutions to allocate recruitment costs
The company has limited recruitment budgets, primarily focusing on TopCV, employee referrals, and collaborators, which delays hiring during peak demand periods Although the costs of TopCV services are rising, the organization only uses the basic package, reducing visibility to potential candidates and risking the recruitment of top-tier talent.
The corporation should allocate additional recruitment funds to alternative channels like educational institutions and community outreach, while also investing in Facebook advertisements to broaden its audience A detailed proposal must be presented to the Board of Directors, highlighting the necessity for increased funding and its potential to enhance recruitment results.
Solutions to Verify Candidate Information
Verifying candidate information is a crucial yet often overlooked step in the recruitment process Many companies fail to conduct preliminary phone interviews to confirm the accuracy of the details provided in application forms This lack of verification can lead to candidates exaggerating their qualifications, resulting in wasted time and resources during direct interviews Therefore, implementing a thorough verification process not only ensures the integrity of candidate information but also enhances the overall effectiveness of recruitment efforts.
To ensure the integrity of candidate profiles, the recruitment department conducts preliminary interviews via phone to assess the honesty of applicants, preventing time wasted on unsuitable interviews This process involves filtering candidate profiles against the job description requirements established by the company Recruitment specialists or department heads verify the accuracy of the information provided in the profiles through these initial phone interviews, streamlining the hiring process.
To ensure a smooth hiring process and mitigate potential legal issues, the HR department must verify candidate profiles and request a health certificate This health verification allows the company to assess candidates' medical fitness, enabling them to assign roles that align with individual health conditions effectively.
During my internship as a Recruitment Intern at Vietnam Blue Ocean Development Co., Ltd, I gained valuable hands-on experience and developed essential skills My responsibilities included crafting job postings, evaluating applications, organizing interviews, and engaging with candidates throughout the recruitment process.
I cultivated essential skills in communication, teamwork, and time management, emphasizing effective planning, active listening, and collaboration This proactive learning approach enhanced my adaptability and professionalism I learned the significance of maintaining a positive mindset, taking responsibility, and demonstrating respect in the workplace These experiences have laid a strong foundation for my career growth and success.
Acquiring essential knowledge facilitated rapid adaptation and effective performance in my role Insights from Human Resource Management highlighted the importance of people in corporate success, while teamwork skills underscored the value of collaboration The Communication Skills course enhanced my confidence in interacting with superiors, colleagues, and clients, smoothing my transition into the workplace My proficiency in office informatics allowed me to efficiently create documents in Word and manage data in Excel Additionally, the Career Skills course provided me with vital competencies in CV writing, teamwork, and problem-solving, effectively preparing me for professional challenges These skills collectively established a strong foundation for my growth during the internship.
The author utilized academic theories to assess the recruitment practices at Vietnam Blue Ocean Development Co., Ltd, focusing on the human resources department's strategies for hiring highly qualified office workers and seasonal staff The report provided a comprehensive overview of the company's recruitment model, drawing on both internal data and external research However, it acknowledged limitations, such as the lack of time for in-depth analysis and absence of feedback from departments or candidates involved in the recruitment process Future research will aim to expand quantitative methods to gather insights on the recruitment experience from candidates at Vietnam Blue Ocean Development Co., Ltd.
The report highlights both the achievements and limitations of the Recruitment Department's internal recruitment and outsourcing efforts Specializing in construction services, electricity, water, landscaping, and industrial cleaning, the company relies heavily on its human resources To enhance recruitment quality and ensure a high standard of personnel, the company must implement effective solutions This improvement will not only increase customer satisfaction but also elevate service quality, ultimately providing clients with an exceptional experience when utilizing the company’s services.