Consumers also spend most of their time on online delivery platforms during the customer journey due to its online—to-offline experiences, this includes leaving feedback, using voucher,
Trends in the marrK€E 1S SH KT TH HH HH HT HH TT TH TH HT HH KĐT HT 2 Ici®900i9c f0 10h ằe5H 4134
In 2023, consumers are increasingly opting for group orders, with the number of such orders reported to be four times higher than in 2022, according to Grab's report (Appendix D) This trend underscores a rising preference for shared dining experiences, made easier by online platforms Additionally, spending on group orders is twice as high compared to regular orders, reflecting the growing demand for communal meals.
Consumers increasingly depend on feedback for product evaluations, with online delivery platforms offering real-time, authentic reviews from fellow customers This reliance on feedback is a key factor influencing their decisions to try new restaurants or menu items Notably, half of online users are uncertain about where to make their purchases, highlighting the importance of accessible information in guiding consumer choices.
Consumers increasingly utilize online delivery platforms throughout their customer journey, engaging in activities such as leaving feedback, using vouchers, making reservations, placing takeout orders, and processing payments A report by Grab reveals that 90% of consumers prefer online delivery for its seamless online-to-offline experience By minimizing the need for physical interaction, these platforms enhance consumer satisfaction, allowing them to fully enjoy the products delivered.
Research shows that Grab Mart leads the market share and social discussions in the industry, thanks to its strong reputation and user-friendly features Following closely are Be di cho’ and Shopee Food, formerly known as Now Fresh, which collectively hold a similar market share In contrast, LoMart is less prominent, as its competitors are well-established applications Each platform boasts a diverse value network, collaborating with various industries, while LoMart and Be di cho’ also provide access to traditional markets These platforms offer unique benefits and drawbacks, catering to the diverse needs and preferences of their users.
Grab Mart LoshipMart Shopee Food Be di cho
Reputation” Most well-known | Not very | Quite well-known Not very well-known well-known
Diversity collaborates with a variety of stores, shops, and supermarkets, offering a wide range of products This partnership extends to traditional markets and restaurants, ensuring a comprehensive selection for customers.
15,000 the 5,000 VND/km for first VND 2km, for Depend on the order and time 13,000 the 4,500 VND/km for first VND 2km, for the next distance the next distance
Advantage?° Easy to install Can deal with|Have a lot of|Do not have to return goods | promotion and | wait to be update quickly discounts about the product
Disadvantage*® | High service fee Low reputation Limited store | Time consuming selection shopping process
Source: Synthesis of the research team
Many online delivery platforms limit customers to ordering from a single store per transaction to streamline order management and reduce fulfillment errors These service providers prioritize short delivery times and competitive pricing as their main advantages Allowing multiple stores in one order would lead to longer purchasing times and increased service fees, undermining their competitive edge Additionally, the existing partner stores already offer a diverse range of products, making the implementation of multi-store orders less valuable.
COMPANY & SERVICE INTRODUCTION
Service idea V699) 09-00) nớadđidaiđaidiđdđidđiiđáiiáaầãáầẳÝÝŸÝÝÝ£Ý Een eee aeeenaeeeiaea 4 3 CUSTOMER SEGMENTATION 5 4 TARGET CUSTOMER 8
iN1 is an innovative on-demand delivery service designed to transform everyday life by allowing users to conveniently order a wide range of products—including food, groceries, healthcare items, and beauty products—from various stores in a single order, all delivered within just three hours.
2.2 Company Overview iN1 vision is to become the unparalleled leader in the on-demand daily delivery market With a smooth multi-store partnership, iN1 hopes to establish itself as the go-to provider for busy people looking for the best convenience and dependability
iN1 is dedicated to providing a seamless shopping experience by offering a diverse range of services from multiple stores to cater to all customer needs Our professional and meticulous team ensures exceptional service and high-quality products are delivered right to your doorstep We continuously expand our partnerships to enhance user experiences, prioritizing convenience and efficiency with just a few clicks for ordering With a vast selection of products, including groceries, household essentials, fresh items, and self-care products, iN1 also allows users to personalize their shopping experience through features like recurring orders, shopping history, and tailored recommendations Our innovative functions, such as personalized shopping, collaborative shopping, daily trendy product lists, and expert recommendations, further enrich the shopping journey for our users.
Our slogan, “Get it all,” encapsulates our unique ability to integrate multiple stores from various industries into a single online shopping cart This concise phrase not only enhances brand recall for consumers but also highlights the convenience and diverse categories our platform offers The simplicity of the slogan reflects our commitment to a user-friendly experience, allowing customers to shop effortlessly and save time.
Segmenting customers by age is essential due to the significant differences in consumer behavior and preferences across various age groups Each demographic displays unique trends shaped by their generational background, lifestyle choices, and technological familiarity This approach enables the identification of diverse needs and shopping habits throughout different life stages iN1’s customer segmentation strategy outlines four distinct target markets, each characterized by specific shopping behaviors By understanding these segments, we can effectively target customer groups and tailor our app's functionalities and marketing strategies to meet their unique requirements.
Major cities Economically dependent on family
Major cities Student, officer, freelancer
Major cities Student, officer, freelancer
Busy with studying Shopping needs are greatly influenced by surrounding people or trend
High demand for online shopping
Use Facebook most and are easily influenced by others.®
Online shopping requirements are high because of the need for diverse products for family members
Be willing to pay for convenience Shop due to need
Seek convenience Afraid to wait
Focus on a whole family's need
Age: 40+ responsibilities Prefer traditional shopping
GenX Major cities officer, retired Often go directly to the shop Consider costs carefully to check and make a Low-tech decision
Source: The synthesis research team
Teenagers aged 12 to 16 are known for their vibrant personalities and strong desire to stay updated with current trends Their shopping habits tend to be impulsive and significantly shaped by peer influence and trendy products To effectively engage this demographic, iN1 must present visually appealing content that showcases fashionable items and incorporates intuitive discovery tools to emphasize popular trends Furthermore, providing straightforward and secure payment options is essential to accommodate parental control preferences.
The tech-savvy Gen Z demographic, aged 18 to 27, prioritizes convenience and efficiency in their shopping experiences This group, which includes students, young professionals, and freelancers, values lightning-fast delivery and a seamless user experience To effectively engage this audience, iN1 should focus on highlighting fast delivery times and ensuring immediate satisfaction.
Millennials, aged 28 to 43, prioritize online shopping out of necessity due to their busy work and family lives They are willing to pay more for convenience and value a wide variety of products To effectively cater to this demographic, iN1 should provide a comprehensive range of items that meet the needs of the entire family, including groceries, home appliances, baby products, and pet supplies Additionally, features such as easy repeat orders for frequently purchased items and family account functionality with shared shopping lists can enhance the shopping experience for this segment.
The value-conscious Generation X, aged over 40, prioritizes practicality and cost-effectiveness, often favoring traditional shopping methods while remaining open to convenient alternatives For this demographic, iN1 should focus on providing clear product information, detailed descriptions, and high-quality images Transparent pricing structures will foster trust and facilitate informed purchasing decisions, while secure payment options using familiar methods are crucial Additionally, a user-friendly interface tailored for those less tech-savvy will enhance the overall shopping experience for this segment.
iN1 targets both male and female Millennials with stable incomes, ranging from office workers to freelancers in major cities, who may not be tech-savvy This generation is focused on career development while also caring for their loved ones Psychologically, they view their purchases as a reflection of their care for family and partners, but their busy lifestyles often prevent them from shopping for their families Consequently, they seek a shopping service that offers a high-quality, convenient, personalized, and timely experience for fulfilling various family needs Additionally, Millennial customers are willing to invest in services that provide reliability, empathy, assurance, and convenience to ensure they give their loved ones the best.
4.2 The potential of target customer
Recent data reveals that 55% of Millennials in Vietnam prefer online shopping over traditional retail, and they exhibit the highest usage of instant delivery services as of early 2024 This trend indicates a strong potential for iN1 to capitalize on this demographic's purchasing power However, a survey of 130 Millennials who have used apps like Grab Mart shows that over 64% are dissatisfied with current delivery services, citing limited product categories and store options Given this gap in the market and the needs of this consumer group, iN1 has a significant opportunity to establish itself as a leader in the instant shopping delivery sector.
As a millennial balancing career growth and family life, I understand the struggle of maintaining a work-life equilibrium My goal is to ensure my loved ones have access to quality products that improve their well-being However, the fast-paced nature of daily life makes it challenging to find time to shop for everyone's needs.
Millennials are often labeled as workaholics, dedicating significant time to their careers while simultaneously navigating the challenges of starting families This dual responsibility compels them to invest time in understanding and caring for their family members In interviews with three Millennials, it emerged that while they aspire to purchase quality goods for their families, their busy schedules leave them with little time to shop and make selections Consequently, they experience considerable pressure as they strive to balance their personal lives with their professional commitments.
The customer journey begins with recognizing a problem, particularly in the Awareness stage, where customers realize they need to purchase items for their families but lack time Their objective is to find a service that addresses this need iN1 can effectively reach these customers through various advertising channels, social networks, and word of mouth Potential users may discover the app through influencers, friends, or family while seeking shopping solutions, or encounter it via advertisements or staff recommendations To enhance customer interaction, businesses should implement SEO strategies and promote app features through social media and display ads, while also collaborating with home industry influencers and utilizing temporary ads on cooking and household tips channels.
During the Consideration stage, potential customers who have become aware of the iN1 application often hesitate due to insufficient information and a desire to compare it with similar services They actively seek detailed insights into iN1's advantages and limitations to make informed decisions Utilizing various sources, including Google searches, iN1's social media platforms, TikTok user reviews, and recommendations from friends and colleagues, they gather information Joining Facebook review groups allows them to access opinions on iN1 and other applications, while browsing TikTok videos helps them compare experiences Additionally, they search for relevant keywords and read app store reviews to gain a comprehensive understanding of iN1 and its competitors.
The potential of target CUSEOI HT TH TH KH TH KHE KHE KH KHE Hà 8
Recent data reveals that 55% of Millennials in Vietnam favor online shopping over traditional retail, with this demographic showing the highest usage of instant delivery services as of early 2024 iN1's research indicates that this group presents a substantial opportunity for profit However, a survey of 130 Millennials who have used apps like Grab Mart found that over 64% were dissatisfied with existing delivery services, citing limited product categories and store options Given the potential of this demographic and their unmet needs, iN1 is well-positioned to enter the market and establish itself as a leader in instant shopping delivery services.
As a millennial balancing career growth and family responsibilities, I understand the struggle of managing work and family life My goal is to provide the best for my loved ones by ensuring they have access to products that improve their quality of life However, the hectic pace of daily living makes it challenging to find time to shop for everyone's needs.
Millennials are often described as workaholics, dedicating significant time to their careers, according to Harvard Business Review As they enter the family-starting phase of their lives, they face the challenge of managing both work and personal responsibilities In interviews with three Millennials, it was revealed that while they aspire to buy quality products for their families, they struggle to find the time to shop and make thoughtful choices This pressure creates a significant challenge in balancing their professional and personal lives.
The customer journey begins with the recognition of a problem, specifically during the Awareness stage when customers realize they need to purchase items for their families but are pressed for time Their primary goal is to find a convenient service that meets their shopping needs iN1 can effectively reach these customers through various advertising channels, social networks, and word of mouth, often through recommendations from influencers, friends, or family Customers might discover the app while searching for shopping solutions, encountering it through advertisements or staff introductions To enhance customer engagement, businesses should implement SEO strategies and promote app features via social media and display ads, while also collaborating with home industry influencers and placing temporary ads on cooking and household tip channels.
During the Consideration stage, potential users of the iN1 application seek to gather comprehensive information to make informed decisions They explore various resources, including Google searches, social media pages, and user reviews on platforms like TikTok, to compare iN1 with similar services Additionally, they rely on recommendations from friends and colleagues, as well as reviews from app stores By joining Facebook review groups and watching TikTok videos, they aim to understand both the advantages and limitations of iN1, ensuring they are well-informed before committing to the application.
During the Decision stage, customers opted to download the iN1 app, seeking a user-friendly and quickly accessible solution They utilized various channels, including app stores, Facebook, TikTok, and Google search results, to locate the app By searching in the app store or clicking links from the website, fan pages, or TikTok videos, users could easily access the iN1 app Additionally, they discovered download links through social media platforms and could scan QR codes shared by friends To facilitate this process, iN1 employed strategies such as pop-up ads and optimized SEO to enhance visibility in search results The company also provided attractive incentives like discounts for new users and promotions for referrals These efforts ensured that customers could conveniently and swiftly find and download the iN1 application.
The iN1 shopping process consists of four key stages: ordering, payment, receiving goods, and feedback During the ordering phase, users engage in various activities tailored to their needs, whether shopping for their family, collaborating with others, or seeking professional advice Their primary objectives include conveniently locating and purchasing essential products, enjoying a shared shopping experience by merging shopping carts, and discovering highly-rated new products to make informed buying decisions Additionally, users seek expert recommendations on unfamiliar items, such as food supplements or children's menus, ensuring confident and precise shopping Depending on their specific needs, customers utilize features like Personal Shopping, Shopping Together, "Thé gidi ding gì," and Expert Chatbot to enhance their experience.
iN1 prioritizes user flexibility in payment options, allowing customers to select from a diverse range of methods during the payment process To enhance this experience, iN1 collaborates with various payment partners, including banks and popular e-wallets like MOMO, Zalo Pay, and Moca wallet, ensuring a seamless and versatile payment interface for its users.
After clicking the payment button, customers typically select a specific delivery timeframe and review their order to confirm accuracy Their primary objectives are to receive their items within the anticipated schedule and to ensure that both the quantity and quality of the products meet their expectations.
With the iN1 app and text messaging, users can customize their delivery time before placing an order and verify product quality upon receipt The business's mission is to empower users to specify their preferred delivery timeframe in the delivery information, ensuring a meticulous and reliable delivery process.
During the order feedback process, customers often reach out to customer service for enthusiastic support when issues arise They desire a seamless evaluation of their orders and attractive discounts To facilitate this, customers can easily message or call customer service or shippers directly through the app, where they can also rate their experiences To enhance this process, businesses should invest in training a skilled customer service and shipping team while ensuring adequate staffing for prompt issue resolution Additionally, offering promotions or coupons after customer reviews can motivate engagement and encourage feedback sharing.
Customers retain the iN1 application on their devices to access exclusive offers tailored for loyal members during their next shopping experience They actively share the app with friends, family, and colleagues, while frequently visiting social media platforms to stay informed about special promotions Users can convert their accumulated points into vouchers for use within the app To sustain customer engagement, iN1 offers a voucher system and a points accumulation program for redeeming rewards, leveraging social media interactions to enhance user experience.
11 customers At the same time, they regularly conduct periodic surveys to collect customer opinions and continuously improve based on the feedback customers provide
- | always buy everything my family needs in one - | usually
When planning a shopping trip, I often feel hesitant about contacting services I usually prefer to shop with my family at fixed times and often choose to use various apps for convenience I frequently buy multiple items, but I have concerns about the quality of goods To address this, I rely on a specific app that helps me navigate different markets and find the best deals.
When shopping for products, I often encounter issues with my payment methods and the iN1 platform To ensure a smooth experience for my family activities, I carefully check my orders and consider the best time to make purchases iN1 has become my most trusted option for ordering, although I frequently compare it with other services I also rely on product ratings and recommendations from others, as I sometimes lack in-depth knowledge about certain items When I have questions or face problems, I ask friends who have experience with similar purchases for their insights.
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Download the app to easily create and manage your orders while evaluating multiple suppliers Experience a fun shopping journey with quick payment options and efficient service methods, allowing you to save time and money while accessing the goods you desire.
- Explore hottest and quality | having when carefully products, highly rewards shopping
12 rated for quality and effectiveness, to make smart purchasing decisions
- Get expert advice on products I'm not too familiar with, like dietary supplements or children's menus, to shop with confidence and precision
Channel Facebook, TikTok, Google, friends, colleagues, store employees Google, iN1
Facebook page, TikTok review video, review groups, family, friends, colleagues, store employees, app store
App store, Facebook, TikTok, google news, family/frien ds/colleagu es, standee/bill board iN1 features, Phone call, SMS, Shipper iN1 app, Social WOM Media,
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-laskmy family/friend s/colleagues abouttheir experiences andopinions whenusing different apps
-laskstore employee aboutiN1 functions andfeatures -ljon review groupson Facebookto readreviews about"iN1" andother applications
SERVICE DETAILS 16
Product 2721-11 ‹ đ ẢẢẢ
iN1 recognizes the challenges Millennials face when shopping for gifts, offering a streamlined service that alleviates time constraints and provides engaging product suggestions By focusing on reliability, assurance, and customer insights during the service design process, iN1 aims to establish itself as a convenient multi-store shopping platform Key features will include personalized shopping experiences, collaborative shopping options, a daily curated list of trendy products, and expert recommendations, enhancing the overall quality of the shopping experience.
iN1 takes pride in its personalized shopping feature, which is designed to enhance the buying process for Millennials This innovative approach not only tailors the shopping experience to individual preferences but also creates a sense of connection and satisfaction for users.
iN1 addresses the shopping challenges faced by busy Millennials by streamlining the buying process Customers begin by selecting the recipients for their purchases, helping them remember to buy for loved ones The platform caters to workaholics who lack time to browse multiple stores, allowing users to filter products by pre-selected categories and receive tailored suggestions These recommendations include essential details such as store information, product specifications, pricing, and delivery times, ensuring a time-efficient and transparent shopping experience compared to competitors like GrabMart Additionally, iN1 offers modification and checklist features for easy item management With a standard delivery time of within 3 hours, iN1 allows Millennials to schedule deliveries at their convenience, recognizing their busy lifestyles.
The iN1 platform offers a unique "shopping together" feature that caters to Millennials, enabling them to shop simultaneously with family members This function addresses their desire to meet their loved ones' needs while navigating time constraints With iN1, customers can easily share shopping links with family, allowing everyone to choose their favorite items together For example, a businesswoman can engage her husband and parents in the shopping process, tracking all selected items in real-time, which enhances their overall shopping experience and provides insight into family consumption habits.
Millennial consumers face a challenge in balancing limited time for family shopping with the desire for premium, contemporary products that enhance their family life To address this, iN recommends offering carefully curated compilations of the day's most esteemed products across various sectors By utilizing the "daily trendy product list" feature integrated into the platform, users can easily access a concise selection of the top 10 endorsed products in their preferred industry, facilitating efficient product discovery and eliminating the need for extensive research and review.
One of the key advantages of OneofiN over its competitors is its ability to recommend products tailored to customer needs Recognizing that Millennials prioritize high-quality and reliable products during their shopping journey, the platform has developed an AI suggestion feature This allows customers to input their questions and receive personalized shopping advice from an AI chatbot For instance, a Millennial man seeking a dietary supplement for his parents can easily find the right product by providing relevant health information and receiving tailored recommendations Additionally, the AI chatbot can create customized food lists for Millennial mothers based on their children's age and health status This innovative approach enables Millennials to focus on other activities, such as work or entertainment, while ensuring they make informed purchasing decisions.
iN aims to be the leading multi-store instant shopping platform for Millennial customers by prioritizing speed, convenience, and accessibility The iN app is designed for easy download and is compatible with any smartphone or tablet Understanding that Millennials are tech-savvy yet may not fully embrace complex technology, iN focuses on creating a user-friendly interface This design strategy enables customers to quickly learn how to use the app, minimizing complicated functionalities and login processes.
Since iN listhenewentranttothedeliveryandshoppingmarket,itisveryimportanttoconsider and choosemarketin gchannelsthatoptimizestheaccessibilitytotargetcustomers.iN 1’sretail partners areexpectedtobethetopmarketingchannelsbyintroducingtheapplicationto customers when they go shoppingatstores.Inaddition,theMillennialsareeasil yinfluencedbyreviewsfromthe social media, iN1 focusesonnotonl yitsownsocialmediaplatformsbutalsocollaboratewithreview pagesorgroupstogivecustomersenoughinformationtodiscoverabouttheservice.
PrOMOTION =6
iN1's in-app promotion strategy focuses on time-saving features that address family needs through app banners, push notifications, and personalized suggestions The platform offers digital discount codes for new users, friend referrals, and special events, encouraging frequent shopping This approach demonstrates empathy by understanding customers' needs and alleviating the financial burden of managing personal and family purchases for Millennial users Additionally, iN1 showcases its reliability by providing transparent and prompt information, ensuring quality service delivery.
iN 1 utilizes Facebook as its main social media platform to share information about its services and promote current offers The company engages users through whimsical mini-games that highlight its features and benefits To build credibility, iN 1 partners with family-focused influencers, demonstrating empathy and creating stronger connections with parents and millennial caregivers.
Moreover,standeesandbillboardsarestrategicallyplacedto prompt users about the convenience andoptimizationoforderingwithiN 1 encouragingshoppingnotonlyforthemselves but also for their families This tangible approach provides specificbenefitsandpracticalshoppingsolutionsto customers andcreatesmoreconfidenceforcustomerstodownloadiN1
Furthermore, iN1 proposes advertisingstrategiesforpartnerstores ,includingincentivesand discounts to encourage collaboration, demonstrating understanding of both customerandpartner storeneeds Thisnotonl yhelpsconnectpartnersbutalsoinstillstrustiniN 1
Based on the targetcustomers’behaviorthatthe yarewillingtopayforqualityandconvenience iN1 companyfollowsthevalue-basedpricingstrate gytosetpricesfortheservice.Inaddition to setting pricesofgoodsfromstores ,thepriceofiN 1’sservicealsoconsistsofthedeliveryprices
Before setting prices, iN1 must consider all potential costs, competitors' prices, and the target customers' willingness to pay To cater to the diverse shopping needs of Millennials, iN1 invests significantly in negotiating and collaborating with reliable stores, as well as in hiring sufficient customer service staff, administrators, and shippers to ensure effective service delivery Additionally, iN1 allocates resources towards application development, marketing, and training programs to enhance service quality Taking all costs into account, iN1 sets its delivery service price at 16,000 VND for the first three kilometers, with an additional 5,000 VND for each subsequent kilometer Furthermore, due to the long distances shippers must travel between stores, iN1 allows customers to tip shippers between 15,000 and 25,000 VND, which is relatively higher than other brands.
Pricesoftheservicevarybetweendifferentstoresanddistances ,andare public on the platforms that customers can choose basedontheirpreference Furthermore understandingdifferent situations of customers in servicepayment iN 1offerscustomersdifferentpaymentmethods, including cash, MOMO, orsmartbankingthatallowsitstargetcustomerstobeflexiblewith payment
Although the Millennials are willing to payfortheirconvenience,somepricingpromotionsarethe motivationsforthemtochooseiN | ’sservicemore.Therefore,iN lisexpectedtogiveits customers discountvouchers ,orpromotionalpricesformembership,specialbuyingbundles andspecial events
iN1 prioritizes employee training to enhance the knowledge base of drivers and customer service representatives, enabling them to select and deliver products more effectively and provide exceptional customer care All employees, including drivers and customer service staff, undergo comprehensive training in problem-solving and communication skills Additionally, shippers receive specialized training on shipping procedures and customer interactions, while customer service representatives focus on customer care and management system operations iN1 partners with reputable industry leaders, such as GoMart, to ensure the highest standards of service.
Coopmart, Hasaki and so on.Inadditiontopartneringwithfamousconveniencestores iN lalso collaborates with small, local shops However,theseshopsmustensureproductqualitywithiN 1 throughqualityproductcommitments
6.6PhysicalEvidence iN1 always emphasizes a user-friendly and visually appealing interface throughout the application development process because it sympathizes with the pain points of the target customers who may not be very tech-savvy TheiN1 appisa combination of two eye-catching colors, including red and dark blue, which demonstrate the passion, profession, and confidence of iN1 in delivering high-quality service to customers While the red represents iN1's passion and confidence in delivering convenient, high-quality,and personalized service, the dark blue gives customers a sense of iN1’s reliability and responsibility to provide standardized and hospitable service for them.”! ” Additionally, the tagline “Getitall” appears on the first interface of iN1, indicating the ability to add multiple stores from different industries to only one online shoppingcart Moreover,aftersigningin to the app, customers can see a welcoming sentence, providing them withafeeling of hospitality from the business When using iN1, customers will findall themainfunctionsconveniently arranged at the top,making it easierfor users to select and use Furthermore, advertising programs are also logically arranged below witha sufficient size to attract customer attention (Appendices J,K,L,M,
To foster trust and attract customers, iN1 equips all employees with branded uniforms, helmets, and delivery bags This initiative enhances the professional appearance of shippers, promoting a consistent image that helps customers easily recognize the iN1 brand and boosts their confidence in the service.
iN1 prioritizes the quality of service by providing customers with detailed information about partners, legal compliance, and employee qualifications The brand showcases business licenses and quality assurance agreements in its information section, emphasizing its commitment to service excellence Additionally, to ensure safe delivery, driver's licenses are displayed in the driver's information section during the order process, guaranteeing that shippers possess the necessary skills to transport goods effectively and maintain product quality from store to customer.
With the 4 main functions mentioned in the product details section,whenusingiN 1 ,customerscan go through 4 different processes where the main difference lies in how customers choose and purchaseproducts
The personal shopping process for iN1's customers consists of four key phases: app discovery, ordering, delivery, and post-purchase engagement Initially, customers search for apps that meet their needs, prompting iN1 to enhance its promotional efforts through social media, billboards, and SEO strategies to establish a strong brand presence Once aware of iN1, potential users evaluate the service, making it essential for iN1 to showcase customer feedback and collaborate with key opinion leaders (KOLs) and communities for reviews After downloading the app, customers register an account, enabling iN1's Customer Relationship Management (CRM) system to gather valuable data The app's welcome interface then offers usage guidance and essential details, enhancing the user experience.
During the shopping and ordering stage, customers utilize iN1's personal shopping feature to select recipients from a provided list After their choices are recorded, they can search for items they wish to purchase, which are logged by the ERP system This system then aggregates options based on price, store availability, and delivery times, allowing customers to make informed decisions Customers must confirm delivery details, payment methods, and total amounts before the system finalizes the order Once payment is processed, customer service coordinates with retailers to prepare the goods and contacts a shipper for delivery Customers can track their order status and estimated delivery times through the app interface Should any issues arise, they can easily reach out to customer service or the shipper for assistance Upon delivery, the shipper confirms receipt with a photo, and if any problems are detected, customers can contact iN1's customer service for prompt resolution.
22 motivate customers to beloyalwiththebusiness iN 1 shouldofferthemmembershipgifts send emails andcreateengagingactivities
Besidefromthesimpleblueprintabove iN lalsofacilitatesuserswithadditional functions to enhance their shopping experience Thesefunctionswillonlyaddupintotheorderingandshopping phasewhileotherphaseswillbethesamewiththesimple process The differences of these functionsstartwhenthecustomerchoosesthefunctions
The iN1 shopping together feature allows customers to generate and share a shopping cart link with others Both the original customer and the recipient must select whom they are purchasing for from a list provided by the system Once their choices are recorded, customers can list all desired items, similar to personalized shopping, with all data captured by iN1's ERP system They can also view items selected by others in the shared cart to adjust their own lists as needed Based on these selections, iN1's ERP system aggregates options with varying prices, stores, and delivery times, enabling customers to make informed decisions comfortably.
Customers using the daily trendy product list function will see a variety of categories across different industries Our system conducts research on previous customer orders within those categories, displaying the most purchased products on screen Additionally, the iNl app provides information and feedback collected from past buyers of those products Customers can easily add items to their cart by swiping right, while our ERP system records their selections If they choose to skip a product by swiping left, the system will automatically present the next most purchased item in the category Once satisfied, customers can review their shopping cart and proceed with a personalized ordering process.
Upon pressing the function button, iN1 presents customers with a list of categories to choose from, seamlessly directing them to a chat frame for real-time advice from Al Initially, customers are prompted through the iN app to describe their needs and answer follow-up questions for more detailed information After the conversation, iN1 provides tailored recommendations, allowing customers to easily click a link to add items to their cart.
23 whichwillalsoberecordedbytheER Psystemfornextpurchase Theprocessafterthisis the same withtheothers(AppendixS)
Thesefunctionscanalsobeoverlappedandused simultaneously therefore result in a more complex processdependingontheneedandwantofthecustomers
7 CUSTOMERSATISFACTIONKPIS iN1 always wants to continuously improve and develop its products/services tobestmeetcustomer needs and achieve aleadingpositioninthemarket Therefore periodicassessmentcanhel piN 1 find strengthsandweaknessesforongoingdevelopmentandenhancement.iN I willconductthe measurement every 3 months a year, and the evaluation methodisdividedintotwoversions including: hard customer-defined standards and _ softcustomer-defined standards Hard customer-definedstandardswillmeasureclearmetricslike the number of successful orders or other specific performance metrics Meanwhile, soft customer-defined standardsinvolvecollectingand analyzing feedback from customers, to better understand theirwantsandneedsfor products/services
TheKPlsandpercentagetargetsforthefivedimensionsofcustomersatisfaction — reliability, assurance empathy,responsiveness andtangibleofiN 1forthehardcustomer-definedstandards versionareshowninthetablebelow
Thesecondtableisthesoftcustomer-definedstandardsversiontomeasurecustomersatisfaction basedonthefivedimensions Thesoftmeasurewillbeconvertedintothesurveyofcustomer satisfactiontowardiN 1’sservice(A ppendixT)
Informationaboutstores,productdetails ,pricesanddeliverytimesareclearly displayedontheplatform'sinterface
Thereisanartificial intelligence suggestion section ,allowingcustomerstoreceive shoppingadvicefromanartificialintelligence virtual assistant
ThesuggestionofusingiN | servicefromfamous KOLsand KOCsmakesmefeel more secure whenusingit
Promotions and announcements are effectively shared on the iN1 app and various social media platforms The app's artificial intelligence virtual assistant offers accurate and helpful information to enhance the customer experience iN1 also provides a range of convenient and reliable payment methods Their skilled customer service team is adept at resolving order issues, ensuring a smooth shopping experience iN1 offers comprehensive details about partner stores, products, and drivers, catering to customers' needs The platform understands the importance of timely delivery, allowing users to select their preferred delivery times Additionally, iN1 facilitates family shopping experiences and offers numerous discount codes for better pricing on products.
Tangible iN lhasmanyclearandspecificillustrationsthathel pmeusetheapplicationmore easily
IcaneasilysearchforreviewsaboutiN lonreview sites orsocialmediaplatforms wheneverlneedit
Icanquickl yupdateiN 1'spromotionsthankstonotificationsandpostsfromtheapp iN 1'sdriverandcustomerserviceteamrespondedtomyrequestsandcomplaints quickly iN lusuallyhelpsresolvemyorderissuesimmediatel y iN lalwayswelcomesmeeverytimelopentheapplicationorcommunicatewiththe deliveryperson
Storeinformation productdetails pricesanddeliverytimesareclearlydisplayedon theplatform'sinterface
Developingandmaintainingcustomerrelationshipsisindispensable asitdirectl yimpactsrevenueandthe brandimageinthemarket.ForthebusinessmodelofiN 1 bothconsumersandpartnersareconsideredas customersthatneedtobetakencareof Whileconsumersarethosedirectlyusingtheservice partners arethosewhoindirectlyinfluenceiN 1’sbusinessprocesses.Customersaredividedintodifferentgroups basedontheirlevelofprofitabilityandloyalty includingstrangers butterflies andtruefriends.”
Intermsofstrangers,sincetheyhardl yhaveanyexperiencewithiN | ,thebusinessshouldmainlyuse financialoffers whichareeasytooffertoattractandrecruitnewcustomers Dealingwithbutterflieswho havealreadyhadexperiencewithiN I butnotbeenloyal inadditiontofinancialbonds ,theconnection betweeniNland partnersshouldbestrengthenedthroughsocialbonds.Moreover,sincethemost importantcustomergroupistruefriendswhoestablishastron grelationshipwiththebusiness iN 1should createmorecustomizedexperiencesforthemtogivethemafeelingofrespect.Alldetailed recommendationsforcustomerrelationshipdevelopmentaredescribedbelow
Financial +New-uservouchers +20%discounton3 first +50%discountorfreeship bonds +Freeship/5%discountsforS orders(abovel Smillion fortruefriendsofinlevery firstorders VND)fornewloyal month customers +Specialmerchandiseasa
+Offersilvermembership rewardfortruefriends card allowingcustomersto +Offergoldmembership getpointsforeveryorder card ,allowingcustomersto getpointforeveryorder
Socialbonds X +Encouragepeopletojoin +Encouragepeopleto inlsharingforumtoget engageinsocialsharing moreorderexperiencesand postsonin1 platforms updatepromotional +Releaseagameonin1 programs platformforcustomersto
+Releaseagameonin| entertainandinteractwith platformforcustomersto inlandothercustomers entertainandinteractwith +Privateeventsforgold in landothercustomers membersofin lfor customerappreciation
Customization x X +RecommendTOPSfavorite bonds storesofcustomersonin| +Suggestitemsthat customersoftenorderon inl
+Geteverythingyouneed withjustonepurchase (enhanceduserexperience) andfastdeliverywithin3 hours
-Provideextendedpayment deadlinesortheoptiontopay ininstallments.Thishelps alleviateanyinitial financial concernstheymayhave
-Provideexclusivedealsor discountstobutterfliesw ho havedemonstrated consistentusageand engagementwiththeservice -Offerspecialrenewal discountsorincentivesto butterflieswhorenewtheir partnershipforanotherterm -Introducevolume-based discountsfornew partners whocommittolargerorders orhigherusagevolumes
-ExtendVIPbenefitsor privilegestotruefriendsof thebusiness suchas minimumsettingcosts,or vouchers forstores;
-Negotiatelong-term partnershipcontractswith truefriendsthatinclude favorabletermsandpricing incentives;
-Explorerevenue-sharing arrangementswithtrue friendswheretheyreceivea percentageoftherevenue generatedfromtheirreferrals
Socialbonds offers exclusive "BrandDay" events to celebrate brand anniversaries and facilitate off-site meetings for key decision-makers These gatherings feature butterfly partners from both organizations, allowing them to showcase their advertising collaborations in a relaxed setting while discussing strategic initiatives Attendees are invited to exclusive events and dinners, providing opportunities to network with top clients and key stakeholders Additionally, Socialbonds collaborates with true friends to organize offline activities, such as in-store events, to highlight the partnership between iN1 and participating stores.
Customization -Establishavirtualcommunity bonds forcustomersofthetrue friendsexchanging informationabout promotionalandother relevantprogramsoniN1;
-Designpersonalizedservice packagesorbundlesfortrue friendsthatcombinevarious offeringstomeettheir individualneeds comprehensively
-Providecomprehensive onboardingsupporttohelp new partners navigatethe setupprocesssmoothly -Establishclearandaccessible communicationchannels,such asemail ,phonesupport,or livechat,toaddress any questionsorconcernsthat mayariseduring the onboardingphase
-Conductperiodicbusiness reviews withbutterfly partners toevaluate the performanceofthe partnershipagainst predefinedobjectivesand KPIs,
- Assigndedicatedaccount managersorrelationship managerstobutterfly partners toserveastheir mainpointof contactforall inquiries,issues,and strategicdiscussions
-Holdstrategicalignment sessions withtruefriendsto ensureongoingalignmentof businessobjectives, priorities, andinitiatives
-Exploreopportunitiesfor co-investmentand co-innovation withtruefriend partners, whereboth organizationsshareresources, expertise,andriskstodrive mutual growthand innovation
PTOCSS ung gi gi Tà TT TK TẾ ĐT ĐK 22 7 CUSTOMER SATISFACTION KPIS 24 8 CUSTOMER RELATIONSHIP DEVELOPMENT 28 9 RISK MANAGEMENT 31 chằ II he
acertainvaluethreshold.Thismeasurewillreducetheriskoffraudor malicious orders by ensuring thatcustomersarecommittedtotheirpurchases.A dditionally,acontingencyfundwillbeestablished tohandlesituationswhereordersencounterissuessuchasnon-receipt,provide a safety net to compensateaffectedcustomers andmaintaintrustiniN 1'sservices
To tackle the complexities of multi-store order fulfillment, iN1 will enable shippers to assess the feasibility of incoming orders Shippers will have the authority to accept or reject orders based on their logistical capabilities, ensuring efficient fulfillment Additionally, incentives and bonuses will be offered to shippers for successfully managing orders from multiple stores, promoting effective execution and upholding high service quality standards.
APPENDICES 33 11 REFERENCES 48
Tang trudng hang ndm vé ý tổng số lượng đơn hòng!' a
Vietnam: online food delivery revenue 2017-2024
Increase in online grocery searches Vietnam Q2 2021, by item
(Quarterty increase in onine searches
Onune grocery stores-related searches 223%
Số lượt sử dụng tính năng Đặt đơn nhóm* ad AppendixE-ThesurveyoftopSpopularplacestoresearchnewrestaurants Ứng dụng giao đồ ăn
Tỉ lệ sử dụng khi Gn tai nhd hang hoặc gọi món mang i củo người dùng!
Nhận xét Voucher ăn Đặt chỗ Mang đi/ Thanh toán Đặt món tại nhà hàng Lấy tại quán tại bàn
HB trvctuyéen Tai nha hang
AppendixG-PY MNTSlIntelligence-TheSurveyofshareofconsumersusinginstantmostfrequently forreceivingdisbursements,timecomparisonby generation
Share of consumers using instant most frequently for receiving disbursements, time comparison by generation
== GenerationZ == Millennials == Bridge millennials == Generation X
AppendixH-Thesynthesisresearchteam-Shareofconsumersfeelinginconveniencedw hennot purchasingeverythingfromdifferentstoresatonceonthetraditional platforms
Bạn có gặp khó khăn khi không thể mua tất cả những sản phẩm cần thiết từ nhiều cửa hàng khác nhau trên ứng dụng đi chợ online cùng một lúc không?
AppendixI-Thesynthesisresearchteam-In-depthinterview transcript
Inordertofigureouttheinsightof Millennials iN1researchteamconductedaninterview with3
Millennialswhohavethedifferenceinrelationshipstatus occupations andgender.Eachinterviewis conductedin1hour,whichallowsiN 1’smemberstodothequalitativeresearchforthepurposeof collectingthecustomerinsight.Thetablebelowisabout8questions for 3participants andtheiranswers inthein-depthinterviewsessions
Question Chi Giang AnhĐông Chị Trân
Anh/Chị sinhnăm baonhiéuvahiéntai danglamngh €gi?
Chị 32tuốù,hiệntại đanglà gidoviénty dotailtrungtam TiếngAnh
Chị sinhnăm1985.Hiện tai, chịđangđảmnhậnvị trí brandmanagercủamột thươnghiệumỹ phẩm
Anh/Chị cóthưởng xuyênđi muasắm các đ lùng cánhân/ thức ăn/các sản phẩmkhácchogia đìnhmìnhhaykhông?
Anhchị cóphải mua nhi âmmăthàngkhác nhautrongnhtngl & muasắm đókhông?
Cóem,mỗi tu ầichị thưởng đi siêuthịđểmuasắmcho gia đìnhchị cũngnhư bố mẹ chị vàch ông.L nào đisiêuthị chị cũngphải đicùngch ng đểanhấyxách đ œiúpchi, nếu không chấcchị khôngthể demv €hétviquanhi ‘a
Thuongthianhchi cothédi muasắmmấy đ lùng chogia đìnhkhoảng1,2I mỗi tháng vìbậnrộnquá Vậy nên mỗilần đimualàanhthưởng muamộôtlượnglớn đ Wdetiét kiém thoi gian
Dùchỉ muachochi vàbame thôi nhưngchị vẫnhayđimua sắm vàmuarãtnhi âi đ ầ Thấyvui vìcóthể lựachọn nhữngthứ c `thiếtchogia đình
Anh/Chị cóquantâm đếnchấtlượngcác sảnphẩmmuacho cácthành viêntrong giađìnhkhông?
Chị rấtquantâmđếnchất lượngcủacác sảnphẩmmua chogia đình Bởivì đólàmua chongưởithâncủamình,nên chị luônmuốnmuanhữngsản phẩmtốtnhãtcóthể
Thườngthìchị cũng sẽ nhờ ngườikháctư vấntrướckhi quyết địnhmua
Có,anhcócânnhắcchất lượngcủacácsảnphẩmkhi đimuasắmchogia đình
Thuongthianhsé muatheo nhữnggìngưởikhác đ &uất hoặcgiới thiệuvìanhtinhọ d&cétrainghiém st dung san phẩm đó
Chị chỉ quantémdénchat lượngsảnphẩmmuachoba mẹ củamình,còn với bản thânthìchị thưởng muatheo người khác Với bame thì chị luônmuốnmuanhữngsản phẩmtốtnhất đểđảmbảo sứckhỏecủaho
Bạn thường dành khoảng 3 đến 4 tiếng mỗi tuần để đi siêu thị và lựa chọn các sản phẩm phù hợp với nhu cầu của gia đình Đôi khi, bạn cần phải đến siêu thị hoặc cửa hàng để mua một sản phẩm cụ thể Việc này giúp bạn đảm bảo rằng các sản phẩm được chọn lựa đáp ứng tốt nhất nhu cầu hàng ngày của gia đình.
2tiếng đểdimuasắmchogia đình Anhluôncố gắngtối ưu hóathởi gianvàtâptrung vào oon é ~ ws việcmuasámnhữngmặt hange Wthiétnhatnhungrat khó Thườởngthìchị chỉ cẦnkhoảng
1tiếng30phútđểmuađ Dù vậynếthômnàoquá bận hoặctrởiquánóng,chị cũng không muốn đirangoài để mua sấm
Mua sắm cho gia đình hiện nay gặp nhiều thách thức, đặc biệt là khi thời gian hạn hẹp Nhiều người không có đủ thời gian để tìm hiểu và so sánh sản phẩm, dẫn đến việc khó khăn trong việc lựa chọn hàng hóa chất lượng Việc tìm kiếm thông tin từ bạn bè hoặc trên mạng cũng không phải lúc nào cũng hiệu quả Trong khi đó, giá cả và chất lượng sản phẩm lại là vấn đề cần được chú trọng, đặc biệt là khi không có đủ thời gian để nghiên cứu kỹ lưỡng Do đó, việc lựa chọn sản phẩm phù hợp và tiết kiệm thời gian là điều cần thiết cho các gia đình hiện đại.
Chị cảm thấy áp lực khi phải hoàn thành trách nhiệm với gia đình trong khi anh lại bình thản Chị hiểu rằng việc chăm sóc cho con cái và gia đình là rất quan trọng, nhưng cũng không thể quên bản thân mình Chị tội nghiệp khi phải cân bằng giữa công việc và trách nhiệm gia đình, trong khi anh dường như không nhận thức được điều đó Chị mong muốn có thêm thời gian để chăm sóc gia đình, nhưng cũng cần kiếm tiền để cải thiện chất lượng cuộc sống Việc mua sắm sản phẩm chất lượng cho gia đình cũng là một phần trong nỗ lực của chị để chăm sóc cho những người thân yêu.
Bạn có nghĩ rằng việc sử dụng một ứng dụng di động hoặc nền tảng trực tuyến để cung cấp gợi ý cá nhân hóa và hỗ trợ mua sắm các sản phẩm chất lượng cho gia đình là hữu ích không? Nếu có ứng dụng này, bạn sẽ đánh giá nó từ 1 đến 10 như thế nào? Tôi cảm thấy rằng một ứng dụng như vậy sẽ rất tiện lợi, đặc biệt trong việc lên danh sách mua sắm thực phẩm cho gia đình Tôi cũng tin rằng nó sẽ giúp vợ tôi quản lý việc mua sắm dễ dàng hơn Nếu ứng dụng cho phép mua sắm cùng một lúc với người thân, điều đó sẽ thật tuyệt vời; tôi có thể lựa chọn đồ và mua sắm cùng vợ Tôi nghĩ ứng dụng này sẽ rất hữu ích và nếu có, tôi sẽ thử nghiệm ngay.
Get it all! ẤQ Ding ky vit Facebook G_ Ding ky vei Googie ad © Đăng ky vet số Điện Thoại
- = = = xe Cảm ơn bạn Ha sar ong Đơn hàng đã được giao dich wy rg bà © ve svsnn teem œ by RR tua giá)
Cảm Đơn hàng đã được giao ơn bạn ổã sử đụng ch vụ
AppendixM-TheiN1’s Trendoftheworldinterface m ry Xác nhận đơn hàng Là lado ao] ———n h
Tom tắt đơn hàng, thăng: ee oe
13859586 Đơn hàng đã được giao Cảm ơn bạn đã sử dụng địch vụ nh gi ch ki ## xa ccc
Bạn cần tư vấn gi ơn hàng đã được gian Cảm nhạc li sở đụng đch vụ week
Aasonisit ng Provide instruction ve uy 's
Có CC ED customer 2pP baoerd review information qactivity Branding plan t——— Phase 2: Personal shopping nae |
Cras or reser Final order information aad Trak
Record and Analyze customer pubis cating ate for offers
Phase 1: Search & Explore researching App
Provide instruction and apps information
J registration guidance & featur actIvity as
‘Ads on SM pop-up ads billboard
Provide instruction and app’s information
Physica evidence rerun App fet researchin seeking ieview ya) Prog and app’s information
Phase 2: Trend of the world pm |
Do upport Tracking Ũ ERP systern sytem
Appendix T- Thesynthesisresearchteam-Survey questionnairesforcustomer satisfaction
Thissurveywasconductedby theresearchteamofiN1.Thesurvey wasconductedforthe purpose ofmeasuringcustomersatisfactiontowardsin1 service Theinformationcollectedfromthe information sheet will beabsolutely confidential ,and will only beusedforresearchand improvementspurposes Thank you
If theanswerisno, please stop Iftheanswerisyes ,pleasecontinue withthesurvey
Forthefollowing statements,pleasechoosefrom 1 toSdependingon yourlevel of agreement:
1:Stronglydisagree2: Disagree3: Neutral 4: Agree5: Stronglyagree
RLI Informationaboutstores,productdetails,pricesanddelivery times L]| LI[| L]IỊ o;y Oo areclearlydisplayedontheplatform'sinterface
RL2 Goodsaredeliveredaccordingtotheestimatedtimeontheapp Oi} L1 LIỊ BỊ
RL3 Thereisanartificial intelligencesuggestionsection,allowing L]| L1 oO; oOo; Oo customerstoreceive shoppingadvicefroman artificial intelligence virtual assistant
RL4 Thesug gestionof usingiN 1 servicefromfamousKOLsandKOCs O;/oOoO;) oO; oO; oO makesmefeel moresecure whenusingit
RLS PromotionsandannouncementsarefullydisseminatedontheiN | appand other social mediaplatforms
ASI TikTokShopisashopping platform witha goodreputation
AS2 TikTokTheshophasa goodreputationbecausetherearefamous peopleparticipating inintroducing andselling products
AS3 TikTokShophasa goodreputation because of theparticipationof famousandreputablebrands
EM2 iN lunderstandsmyneedfortimelydelivery whenithasthe functiontochoosedeliverytime
EM3 iN Lhelpsmeshopwithfamily membersfora betterexperience
EM4 iN 1 providesmewithmanydiscountcodes tobuyproductsat better prices
RS1 IcaneasilysearchforreviewsaboutiN | onreview sites,orsocial media platforms whenever Ineedit
RS2 Ican quickly updateiN 1's promotions thankstonotificationsand postsfromtheapp
RS3 | iN1'sdriverandcustomerservice teamrespondedtomyrequests L]Ị EL1Ị LTD andcomplaintsquickly
RS4_ | iN1Lusuallyhelpsresolvemyorderissuesimmediately O; oO; oF; Oo
RSS| iNlalwayswelcomesmeeverytimelopentheapplicationor Oo; oO; oO; Oo communicate withthedelivery person
TANI | Storeinformation,productdetails ,pricesand delivery timesare O;OoO;} oO; Oo clearlydisplayed onthe platform'sinterface
TAN2 [| TheiN1appisavailableontheappstoresolcaneasilydownloadit O; oO} oO] Oo andaccessitonmobileandtabletdevices
TAN3 | IfindtheiN 1app'sinterfaceveryeye-catchingand clear O; oO}; OF] O
TAN4 | Advertisingsignsareplacedreasonabl yatstoresandoutdoorsso O;O; oO; o thatIcaneasily seethennomatterwhere lam
TANS | AIHNTdrivers wearuniformsthatareeasyto identify when L]| oO Oy; O providingservicestocustomers
1 Grab Cậncảnhngưởi Việt ăn gì mua gìonlinenăm2023 [Internet] Availablefrom: https://assets.erab.com/wp-contenf/uploads/media/si/reports/2023/Delivery- Trends-Report-2023-V N.pdf
2.Onlinefood deliveryin Vietnam Report|MarketReportIO [Internet].marketreport.io [cited2024
Apr 16] Availablefrom: https: //marketreport.io/online-food-delivery-in-vietnam-report#: ~:text=2%2C709.7 %20million %20U SD-
3.“Dicho hd” qua gécnhin Social Listening |bdi YouNet Media| Brands Vietnam [Internet] www.brandsvietnam.com [cited2024A pr 16] Availablefrom: https://www.brandsvietnam.com/congdong/topic/2362 1-Di-cho-ho-qua-goc-nhin-Social-Listening
4.LeH Vớidichvụ “đi chợ hộ ”,liệuGrabcótiếptục đại thắngtại ViệtNam?[Internet] Vietcetera
2020[cited2024Apr 16] Availablefrom: https://vietcetera.com/vn/voi-grabmart-lieu- grab-co-tiep-tuc-thang-lon-tai-viet-nam
5 VnExpress Be gathai thanhcéng voidich vu “dicho hé” [Internet] vnexpress.net [cited 2024
Apr 16] Availablefrom: https: //vnexpress.net/be-gat-hai-thanh-cong-voi-dich-vu-di-cho-ho-4249578.html
6 LindnerJ MillennialsOnSocial MediaStatistics [Fresh Research] *Gitnux [Internet] gitnux.org
2023 Availablefrom:https://gitnux.org/millennials-on-social-media-statistics/
7.GoyalR ,SinglaD Social MediaFactorsinfluencing TeenagerBuying Behaviour Journal of
Management & Technology [Internet].2023;18:104—28 Availablefrom: https://ajmt.apeejay.edu/all-issues/vol-18/issue-1/article-7.pdf
8.Tunsakul K.GenZ Consumers’ OnlineShopping Motives, Attitude and Shopping Intention
HUMANBEHAVIOR,DEV ELOPMENTandSOCIETY [Internet].2020May 19;21(2):7-16 Availablefrom: https://so01 tci-thaijo.org/index.php/hbds/article/view/240046
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Cohort Analysis.Global Business Review [Internet].2022 Nov7;1(19):0972 15091988012 Available from: https://journals.sagepub.com/doi/10.1177/09721509 19880128
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AppliedEthicsfor Entrepreneurial Success: Recommendationsforthe Developing World [Internet]
2019; 1-18 Availablefrom: https: //link.springer.com/chapter/10.1007%2F978-3-030-17215-2_1
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2013 Availablefrom: https://www.avanade.com/-/media/asset/point-of-view/who-are-millennial-shoppers.pdf
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Forbes [cited2024A pr16].Availablefrom: https://www forbes.com/sites/meghancasserly/2012/09/05/if-time-is-money-millennials-are-broke- busy-obsessed/?shJeccb615089
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GenerationX & Y - INTIInstitutional Repository Intimaledumy [Internet].2018; Availablefrom: http://eprints.intimal.edu.my/1212/
14.YogalIMS,TriamiNPS TheOnlineShopping BehavioroflndonesianGenerationX Journal of
Economics ,Business,& Accountancy Ventura 2021 Mar3 1;23(3)
15 BeresfordResearch Age Range by Generation [Internet] Beresford Research 2024 Available from: https://www.beresfordresearch.com/age-range-by-generation/