Comparative analysis of r logistics activities at coopmart and big c in vietnam

DOI: Abstract: R-logistics' activities in the retail industry, especially the large-scale retail industry in Vietnam with super large-scale enterprises such as CoopMart and BigC have a

185

Education and Literature

Research Article

Comparative Analysis of R-Logistics Activities at Coopmart and Big C

in Vietnam

Boleslaw Rafal Kuc *1 , Nguyen Hoang Tien 2 , Tran Anh Dung 2 , Dinh Ba Hung Anh 2 and Tran Minh Thuong 3

1

Academy of Social Sciences, Poland

2

Van Hien University, Vietnam

3

Thu Dau Mot University, Vietnam

I NTRODUCTION TO R ESEARCH P ROBLEMS

As we all know Coopmart and Big C are two big brands that always have a large number of consumers to choose But

in the market economy, the competition is increasingly fierce between brands A business that is not able to build an image of its company in the eyes of consumers with a positive image and color can hardly survive and develop sustainably in a fierce and variable environment Therefore, building and maintaining the image, brand as the soul of an organization is an extremely necessary and urgent now

In times of crisis and economic difficulties, a business with a brand name that is not well known to many consumers

is very difficult to cope with disadvantages from the market such as: decline in purchasing power, consumers more difficult to choose products (most of the choice of brands really trust) Difficulties from competitors as well as members

of a series of activities will make enterprises t incense brand is not well known struggle in reaching and attracting customers

In contrast, for businesses have built up a good image in the eyes of shape clients and customers trust with a t flavor effect can drastically increase the market value of the business for investors With those increases, contributing to helping businesses have the conditions to increase benefits for customers, invest in expanding the scale of operations, prestige as well as advantages in negotiating with suppliers as well as channels distribution Moreover, with strong capabilities will enable enterprises t incense brands dominate M & A prospects and higher

*Corresponding Author

Boleslaw Rafal Kuc

Article History

Received: 10.04.2021

Accepted: 20.04.2021

Published: 10.05.2021

Citations:

Boleslaw Rafal Kuc, Nguyen Hoang

Tien, Tran Anh Dung, Dinh Ba Hung

Anh & Tran Minh Thuong (2021);

Comparative Analysis of R-Logistics

Activities at Coopmart and Big C in Vietnam

Hmlyan Jr Edu Lte, 2(6) 185-190

Copyright @ 2021: This is an open-access

article distributed under the terms of the

Creative Commons Attribution license which

permits unrestricted use, distribution, and

reproduction in any medium for non

commercial use (NonCommercial, or

CC-BY-NC) provided the original author and source

are credited

DOI:

Abstract: R-logistics' activities in the retail industry, especially the large-scale retail industry in Vietnam with super large-scale enterprises such as CoopMart and BigC have a strong influence on the management of a company, internal relationships between parties and the service supply chain R-Logistics, as a business philosophy, guides companies to seek customer satisfaction with profit in a synchronous manner The trend of international and regional integration is changing and becoming more urgent than ever as the 4th Industrial Revolution helps businesses cut lectures and optimize costs of production and business activities, including R-Logistics operations The speed of technological change is increasing, which will require and place more emphasis on the ability to continuously adapt to the needs of the market with the increasing help of R-Logistics

Keywords: R-logistics, Vietnam, Coopmart, Big C

Open Access

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Logistics activities in forwarding are a new form

that appeared in Vietnam in recent years, bringing many

economic benefits, optimizing the use of volume,

container tonnage, saving transportation costs,

organizing The shipping organization has a system to

match the required date of goods, provide information

as a basis for analysis, management, supply chain

planning, and e-commerce promotion, but challenges

from the external environment are also present as

internal limitations have hindered the development of

this activity Therefore, it is necessary to research and

evaluate the current situation in order to improve and

develop logistics activities

Coopmart is a retail supermarket in our

country Currently, Coopmart is the enterprise that

owns the most supermarkets in Vietnam With more

than 110 supermarkets and hypermarkets scattered all

over the country With the above factors, Coopmart is

always chosen by consumers as a place to shop every

day Food is fresh, clean, quality checked with many

modern machines, so customers always trust when

choosing

BigC is a trademark of Groupe Casino (France)

retail distribution group in Thailand and Vietnam BigC

Vietnam has a total of 26 BigC supermarkets

nationwide Most of the goods sold at BigC are

Vietnamese With the positioning as cheap goods,

suitable for consumers' pockets, the customers they

target are those with average incomes The logistics

system is clearly divided and ensures the source of

goods to consumers Internal information system:

provide internal logistics report: import report, export

report, warehouse card report, inventory report, total

logistics cost report, sales report, revenue reports… as a

basis for decision making External logistics

information system: an information system that

researches and collects information about the

environment outside the supermarket (find out the

source of goods, the suppliers of goods for the

supermarket, the best-selling items ) To plan logistics

activities in terms of purchasing time, supplier selection,

stock levels, inventory control, transportation planning,

etc

Theoretical Basis

Introduction to R-Logistics

According to the Logistics Management Association,

logistics is a part of the supply chain that plans,

executes, and controls the movement and storage of

goods, and related services and information efficiently

from point of origin to point of consumption to meet

customer requirements From the above concept we

can infer, Reverse Logistics is the process of effectively

planning, implementing and controlling goods and

related services and information from the point of

consumption to the point of consumption origin for the

purpose of recovering the residual value of the goods or

reasonably discarding them The reverse logistics line is

formed due to many different reasons such as: recalling unsold products for upgrading; recall defective products for repair; recovery of used product for partial dismantling and reuse; packaging recovery and reuse… The reverse logistics process is carried out in 4 stages:

 The first step in the reverse logistics process

is “Assembling” which includes the activities

necessary to collect unsold products, defective products or packaging and transport them to the point of recovery

 Phase 2 products will be "Inspected" through activities such as product quality inspection, product selection and classification at the recovery point The results of phase 2 are an important and necessary basis for determining the next process for most commercial products

 In stage 3 "Disposal ", when a product is recalled back, enterprises will have many ways of handling such as direct use or resale; product recovery (repair, renew, re-manufacture, disassemble for spare parts ); and waste treatment (burning or discharging into the environment)

 The final stage is the “Re-distribution” of the recovered product This phase refers to the logistics activities to bring the product back to the market and deliver it to the customer such as stocking, selling, and shipping activities

Introduction to the Retail Industry Market Size

Vietnam's retail market is booming In 2018, Vietnam ranked eleventh (50.2 points) in the world on the Global Retail Development Index (GRDI), in the ASEAN region, Vietnam is the market with the third highest index (after Malaysia) (61.9) and Indonesia (58.7) Given its relatively small size and retail market attractiveness index of 25.1, Vietnam is considered an important market with low saturation The value of Vietnam's retail market reached 104.9 billion euros in

2017, an increase of 9.7% year-on-year This growth has been consistent for many years and is expected to continue to grow at a growth rate of 10.3% per year, by

2020 the retail market will reach 140.7 billion EUR

Structure of the Retail Industry in Vietnam

The retail market in Vietnam consists of three main channels: traditional, modern and online In this article

we only discuss the traditional retail market and the modern retail market Fresh markets (markets for fresh meat, fish, produce, and other perishable goods, to be distinguished from "dry markets" that sell durable items such as fabrics and electronics) and grocery stores remain the mainstay of sales Retail is the most popular because Vietnamese consumers buy everyday items at these stores

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However, modern retailing is gaining popularity,

especially in urban cities like Hanoi or Ho Chi Minh

City The value contribution of modern retail channels

has been increasing in recent years and, according to the

Ministry of Commerce, could account for up to 45% of

the total industry value by 2020

Traditional retail markets, i.e fresh markets and

grocery stores, are familiar to Vietnamese consumers'

daily lives As fresh ingredients are at the core of local

cuisine, Vietnamese consumers still meet their daily

needs at these traditional retail locations because of

convenience and competitive prices Although the

brick-and-mortar retail sector has the largest market

share, this channel has seen modest growth as the

number of stores has remained stable over the past few

years with around 8,500 fresh markets and 1.3 million

grocery stores This is due to the growing presence of

modern retail stores as well as changing consumer

behavior

The modern retail market has seen significant

growth in recent years, this channel is expected to

contribute 45% of total retail value by 2020 Currently,

modern retailers are concentrated in big cities like

Hanoi and Ho Chi Minh City However, the penetration

of modern retailers is expected to continue as both

foreign and domestic companies have plans to expand

their reach in Vietnam

In 2016, Vietnam only had nearly 870 supermarkets

and hypermarkets, mainly in Ho Chi Minh City and

Hanoi This number is forecast to exceed 1,200 by 2020

due to increased urbanization and adoption of modern

retail outlets as one-stop shops for

merchandise Supermarkets and hypermarkets carry a

wide range of products, with groceries, food and

beverage stores making up the majority of

items Imported products are increasingly popular to

meet the higher demand for foreign products and the

growing number of expats and tourists in Vietnam

The Role of R-Logistics in Improving the Efficiency

of Retail Businesses

The role of R-logistics in improving customer

satisfaction in the retail industry in Vietnam has a

strong influence on the management of a company,

internally, its relationships between parties and the

service supply chain R-Logistics, as a business

philosophy, guides companies to seek customer

satisfaction with profit in a synchronous manner The

trend of international and regional integration is

increasingly changing and becoming more urgent than

ever is the 4th Industrial Revolution In order to catch

up with technology trends, countries are racing to

advance to a new economy Industry 4.0, the

opportunity for regional and international integration is

still in human resources The speed of technological

change is increasing, which will require and place more

emphasis on each worker's ability to continuously adapt,

learn skills and approach new things in a variety of contexts, especially in improve customer satisfaction in the retail industry in Vietnam

R ESEARCH M ETHODS

Methods of Investigation and Data Collection

It is expected that in the first phase, we will collect secondary data and use desk research methods, theories

of R-logistics, models effectively operate domestically and internationally to build a standard knowledge base internationally, has been and is being applied effectively around the world The knowledge in this topic is collected from many standard sources mainly from books, report, economic magazines, information

on the Internet In the second stage, we will observe the actual business, evaluate customers objectively and subjectively, and at the same time apply qualitative research methods to the process head Through qualitative research methods such as observation and in-depth interviews, we will analyze the problem of comparing R-logistics activities

Data Processing Methods Primary Data Processing Method

 After conducting the interview, it is necessary to classify the collected information according to each content item

 Verify the reliability of information

 Review the validity of the information for the study

Secondary Data Processing Method

After collecting secondary documents, it is necessary to classify them according to the following types:

 The document provides the theoretical basis

 Strategic documents

 Documentation of short, medium and long term plans

 References in the form of seminars, conferences and reviews and analysis of the activities of Coopmart and BigC

The classification will help to provide the basic content of each type of document as a basis for analysis

Research Process

How to analyze data and present results?

 Provide general assessments, general assessments with statistics and descriptions

 Provide charts, graphs, illustrations based on the collected data

RESEARCH RESULTS Comparative Analysis of Retail Activities at Coopmart and Big C

Market Positioning and Segmentation

Co.op Mart's positioning is to become a close friend

of consumers and the market segment they target is housewives Co.opMart supermarkets have the common

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characteristics of being friendly, close to customers,

providing customers with convenience and many

additional services With the motto "Quality goods,

affordable prices, considerate service", Co.opMart has

been chosen by more and more customers to shop and

relax with their families every day Fresh and delicious

food, diverse technology foods, rich appliances with

many new designs, fashionable, quality and affordable

garments, along with rich customer service,

convenience and convenience The friendliness of

Co.opMart employees is the reason why Co.opMart has

become "A reliable shopping place, a friend of

everyone"

BigC's positioning is the cheapest goods in the retail

market and the market segment they target is the

low-middle income customer market Big C introduces to

consumers nationwide modern, airy and comfortable

shopping spaces with a diverse and rich assortment of

goods, controlled quality and reasonable prices, along

with the following services: Customer service is

efficient Besides, all Big C stores nationwide provide

shopping experiences with many convenient services

for customers

Commodity Products

Co.op Mart targets mostly married customers and

some young, busy customers Therefore, in addition to

the traditional products of a supermarket, Co.op Mart

also expands its restaurant system right at its

supermarket, as well as offers a variety of ready-made

or processed dishes variety and variety, providing a

comfortable choice for housewives as well as customers

who do not have much time In addition, Co.op Mart

has very strict requirements on the quality of product

supply for supermarkets, they once stated: "All products

on supermarket shelves aim to meet European standards

of quality Europe, at least Vietnamese standards"

BigC is positioned as a cheap commodity, therefore,

they constantly offer promotions, products with cheap

prices, suitable for many people's pockets In addition,

BigC also cooperates with major manufacturers to

reduce product costs to the maximum extent for

consumers Convenience for customer purchases

Compare Logistics Activities of Coop and Big C

Logistics Activities at Big C Supermarket System

Suppliers and Purchasing Activities

 Currently, there are about 110 domestic small and

medium enterprises that are supplying goods for

Big C supermarket system (including Thua Thien

Hue, Nghe An, Nam Dinh, Ninh Binh, Phu Tho,

Binh Dinh, with total contract value is estimated at

106 billion VND)

 Big C does not distinguish between large and small

suppliers and has a very flexible import policy

 Big C Vietnam is ready to cooperate in the

distribution of goods of businesses that meet the

following requirements:

 Goods made in Vietnam, suitable for the type of goods that Big C Vietnam is trading

 Products must satisfy the quality criteria, labels, quality announcement paper according to the provisions of Vietnamese law For food products that are guaranteed to have a Certificate of eligibility for food hygiene and safety, the goods still have a reasonable shelf life

 Big C Vietnam opens email address hotronhacungcap@bigc-vietnam.com for businesses wishing to become Big C's suppliers to contact Big C commits to respond to the company within 24 hours from the date of receipt of the letter, and arranges a meeting with that company if the initial cooperation conditions are satisfied

 Big C regularly organizes meetings and works with departments, industries and businesses through organizing seminars on the program "Developing cooperation with businesses" to select potential suppliers

 Big C's purchasing department goes directly to the production facility:

• Directly visit the entire product production process

to check and evaluate satisfactory products to be sold at Big C

• Guidance from purchasing policy to cooperation promotion process, administrative procedures as well as quality and food safety and hygiene conditions

• BigC representative visits and inspects mushroom products of Phu Gia Biotech at the campus of hamlet 2 - Hung Son commune

 Products "Taste Big C" (focusing on fresh food products such as vegetables, fruits, seafood, meat, processed food ) are purchased at the source to ensure the level stabilize the supply of Vietnamese goods, ensure the best price and quality, food safety and hygiene

Reserve Management

 Big C's goods storage system follows a pull system, Big C units operate independently, on the Vietnamese market, Big C units in the provinces have their own warehouse systems, operating independently of other unit warehouse system

 At each Big C supermarket, there is always a cold storage and stocking warehouse to ensure sufficient supply of goods to meet the shopping needs of customers

 When the warehouse of any Big C supermarket in the system runs out of any item, it may be due to a sudden increase in demand, if the upcoming shipment has not arrived in time, the remaining supermarkets will be close to Big C supermarket That most will extract goods for timely supply

 For example: In order to ensure the quantity of goods to serve shopping needs during the 2013 Lunar New Year, Big C Thang Long supermarket has stocked up 30% of goods compared to 2012

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Specifically: confectionery with more than 60 tons,

more than 11 tons of vegetables and fruits, 3 tons

of cold meat, and a 25% increase in the number of

Tet gift baskets

 According to Da Nang Department of Industry and

Trade, Big C Da Nang supermarket has registered

the reserve level of essential items for the 2013

Lunar New Year with a total reserve of goods

worth 23 billion VND

Shipping Administration

Reduce Truck Traffic

Big C supermarkets make efficient use of the

number of deliveries to supermarkets: each time

ordering goods in bulk (except for fresh items)

Big C supermarket applies the form of a centralized

distribution center as follows: suppliers deliver goods to

a distribution center, then Big C supermarket will

aggregate goods and transport them to supermarkets

across the country

Big C supermarket is studying the use of trains and

boats to transport goods from South to North

 The transportation of goods in and out of Big C

supermarket's warehouse is mainly by specialized

trucks (e.g.: refrigerated trucks transporting

seafood must meet appropriate temperature

conditions, on vehicles with shock absorbers, have

oxygen blowing equipment for seafood)

 Big C supermarket system has invested in the

transportation system with nearly 3000 trucks The

average delivery cycle of goods to a Big C

supermarket of this trucking system is 2 days

 Big C directly transports goods from the

factory/production facility to the warehouses of Big

C supermarkets throughout the system

• Reduce the costs incurred on the commission

distribution rate, errors, technical quality Because

when goods have to be circulated through many

intermediary stages, it usually costs a lot of money

as above

 In addition, Big C also hires other transportation

service providers to transport goods (such as Tan

Bao An transport company, Tri Chau transport

company, Viet Duc international transport

company )

Warehouse Management

 Food products at Big C are stored in warehouses

with the right temperature for each type of food,

strictly controlled by the technical department and

the food safety department Specialized production

equipment imported from France and periodically

maintained

 Big C uses cold storage curtain (provided by Hung

Tri company) to prevent cold storage, freezer:

Prevent heat loss in cold storage, storage with a

deep negative temperature that can be up to -50 oC)

Cold storage curtain used as curtains for Big C food storage warehouse At the warehouse, there are storage facilities:

 Platform shelves have different sizes made of paper, iron, wood to preserve goods in the warehouse

 Wine cabinet

 In the cold storage to preserve frozen food products (beef, chicken, fish, clams, oysters, shrimp, crab ) there is a temperature measuring device; Styrofoam boxes, different sizes of paper to pack into each storage box

 Electric lighting system

 There is a ventilation fan to prevent moisture for humid days

 System of fire

 Air conditioning system

Logistics Activities at Coopmart Supermarket System

Suppliers and Purchasing Activities

Co-opMart is a customer of many famous foreign goods suppliers in the Vietnamese market, such as Unilever, P&G, Pepsi Co, UNZA, Kao and in the country such as Vinamilk, Vissan, Kinh Do, Bibica In addition, Co.op Mart also gives priority to choosing products of manufacturers with ISO-9000 certification

or an equivalent quality management system, at least a manufacturer with high quality Vietnamese goods made

by people consumer vote To become a place of

"Reliable Shopping, Friends of Everyone", the products that coop mart choose to serve in the supermarket are products that ensure quality, food hygiene and safety Therefore, Co-opMart chooses reputable and branded partners in the market; Over 85% of Co-opMart's goods are domestically produced, especially high quality Vietnamese products Understanding consumers' daily shopping habits, Co-opMart has brought fresh food products to supermarkets and through cooperation with suppliers in wholesale markets as well as manufacturers reputable manufacturer in the market like Vissan Not only distributing goods, creating events to stimulate consumption, but both sides always exchange and share information, find optimal solutions for goods to reach consumers in the best way Cooperation between farmers, fishermen, businesses and the Coopmart system brings a great competitive advantage to the products traded in the system with the best prices and guaranteed quality products Especially, Coop guarantees no import fresh fruit and food products of Chinese origin

 Supplier selection is based on 4 stages: survey, selection, negotiation, testing Always put quality and price first when cooperating with suppliers Always at the forefront of the policy of

"Vietnamese people give priority to using Vietnamese goods"

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 Being a customer of many famous domestic and

foreign suppliers such as:

• Cosmetics: Many types from leading suppliers:

Unilever, P&G, My Hao

• Furniture: Famous brands such as: Happy Cook,

Nhuom Kim Hang, Supor, Crystal Viet Tiep, Phat

Thanh Plastic

• Garment: leading brands in Vietnam such as: Viet

Tien, Viet Thang, Piere Cardin, An Phuoc and

other famous garment suppliers

• Fresh Food: The sources are carefully selected and

purchased directly from the fish markets, Dalat safe

vegetable market, Van Noi safe vegetable, Sao Viet

vegetable, Hung Phat vegetable and cooperation

between farmers farmers, fishermen and Co.op

mart system

• Technology Food: strategic partner suppliers such

as Vinamilk, Vissan, Dutch Lady, Bibica, Vissan,

Pepsi Co, Tuong An Oil, Ha Long canned foods

 Forming links with suppliers:

• Comprehensive cooperation with suppliers in areas

such as information sharing, data connection,

linking advertising activities, promotions, product

suggestions

• Associate with many suppliers to check and

evaluate product quality before choosing to put into

business Priority is given to reputable suppliers

and strong brands voted by consumers

• Create favorable conditions for suppliers in making

payment quickly, on time and ready to invest

capital for suppliers with good business strategy

and quality

• Strictly manage suppliers while cooperating and

signing contracts with authorities to save quality of

goods

 Provide Clear Supplier Development Strategies

Warehouse Management

In each supermarket, a stock check takes place at the

end of each day to ensure the exact volume of products

sold and in stock This helps supermarkets quickly

understand the sales situation day by day to capture

consumer trends and make adjustments to suit the

diverse needs of customers

For each supermarket, Saigon Co.op has equipped

warehouses to store goods on the spot to ensure that the

supply is always plentiful and plentiful With a total

distribution center warehouse and frozen fresh food

warehouses in Binh Duong and Ho Chi Minh City,

Saigon Co.op ensures good management and control of

goods quality, coordination and timely circulation

Timely throughout the system of food stores, there is no

shortage of goods at peak times

Goods are imported continuously every day Large suppliers deliver goods to the general warehouse in Binh Duong, then from the total warehouse to the on-site warehouses of each supermarket Particularly for small and medium suppliers, they deliver directly at the supermarket's on-site warehouses Goods are paid according to the contract for each manufacturer, usually

at the end of the month and every two weeks 98% of the amount is paid by wire transfer

Good refrigeration system In addition, each supermarket in the chain has its own warehouse system with the right size for the supermarket itself, in the near future Coopmart will establish a new distribution center

in the western region and a fresh food warehouse in Ho Chi Minh City (Depot Warehouse) shared)

Each warehouse consists of 3 parts:

 Import department

 Transshipment unit

 Export department Always reserve goods in large quantities to stabilize prices:

 Balance supply and demand according to Tet holiday

 Risk prevention

 Derived from the unexpected needs of customers

 Reserve due to objective reasons

Inventory Management

Stocking of raw materials, products and goods is an important content of SGM Thanks to the reserve, SGM's sales activities are always maintained, taking place continuously and smoothly, especially during holidays, Tet, inflation, price fluctuations A distribution center has been established Saigon Co-op invests to expand up to 8,000 m2 with nearly 200 suppliers of goods delivered via warehouse, operating

in Binh Duong The immediate goal is to ensure timely and adequate supply of goods to Co.op mart supermarkets, especially during the peak period of serving holidays and organizing sales promotions

Saigon Coop Mart's reserve goods are mainly for the sake of consumers:

 Balancing supply and demand for seasonal products: on Tet holiday, Saigon Coop Mart has to stock a lot of essential food items (beer, soft drinks, frozen food, confectionery, processed food) On the other hand, there are only products for year-round consumption but can only be produced seasonally,

so they need to be stocked

 Risk reserve: Risks are uncertainties, things that happen unexpectedly such as weather, problems with workers, machines, bad production planning, quality of goods supplier's problem Therefore, it is necessary to ensure that everything goes as expected Co.op Mart has reserves to prevent risks

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 Derived from the unexpected needs of customers:

Co.op Mart considers reserve as a means to best

serve customer needs

 Reserves are also due to objective reasons: the

fierce competition of the market causes

manufacturers to constantly improve, improve

product quality, change designs…

Contact Bowl INFORMATION ERP

ERP = accounting software + sales support software

+ human resource management software … Not only

that, the modules have a close relationship with each

other like the parts of our body And another

outstanding point of ERP software compared to

conventional software is that ERP manages all business

activities according to a process that other conventional

software cannot do An operating process of an

enterprise consists of many steps, each step performs a

certain function, the input information of this step is the

output information of the previous step and the output

information of this step is also the information of the

previous step input to the next step It is easy to see

that an enterprise operation process often involves

many departments and ERP software performs well in

coordinating the activities of the departments in the

enterprise while discrete management software often

only serves a specific department and does not have the

ability to coordinate or support other departments or

departments What are the benefits of enterprise ERP

application? Enterprises are managed by flexible and

modern ERP software All management tasks of

employees are supported and optimized All employees

are supported by the software with necessary

information in accordance with their positions and

responsibilities while working Business leaders will be

provided with accurate information by ERP software

quickly and through that they can know all the

situations of the business through which they can make

accurate decisions and correct Thus, all resources of

the business are optimized, leaders will no longer have

to suffer from vague lack of information, all statistical

reports can be obtained at any time As before, the first

businesses to apply accounting software are successful

businesses Then, ERP will also become as popular as

the application of accounting software now, businesses

that are slower will most likely have to pay for their

delay

In addition to equipping common information tools

such as telephone and fax, Coop mart has designed an

intranet (Intranet intermediary emailing system) local

information exchange system This is a form of

information exchange through an intermediary

connection, managed by servers and workstations, so

that information exchange within departments is more

effective Currently, Coop.mart is promoting the

application of the information exchange system

between supermarkets in the Coop.mart system in the

form of telex This is an effective information system

with many functions to help users save time and exchange information quickly

Moreover, Co-opMart has built its own website to help customers find out information about Co-opMart system such as Coop.mart's history, available items and prices, discounts, promotions and customer service information The website also has the function of contacting and receiving customer feedback to promptly capture the needs of customers The website is regularly updated to ensure that customers can receive the most accurate and fast information

Final Remarks CONCLUSION

Reverse logistics is exploited not only to meet the requirements of environmental protection, but through which businesses have had a clear change in perception

in seeking economic benefits through reverse logistics implementation Many authors have pointed out that the effective implementation of reverse logistics requires specific solutions in the activities of collection, recycling, remanufacturing, as well as waste treatment This will help businesses improve profits, reduce management costs as well as inventory costs, improve customer satisfaction as well as increase the image of the business in the market

Reverse logistics is considered an important content

in a closed supply chain, so businesses that want to implement reverse logistics with high results need to consider reverse logistics in a closed supply chain In addition, businesses also need to pay attention to green supply chains because of environmental goals In addition, reverse logistics will work better in terms of sustainable supply chains

The research is expected to contribute to helping businesses understand more deeply the role of reverse logistics in their business activities, especially for retail businesses Because these businesses often face reverse logistics decisions due to the increasing demand for product returns by consumers for various reasons The study also boldly proposes some directions for further research

Recommended and Recommendations

In addition, researchers can gain insight into the reverse logistics operations of retailers, wholesalers, manufacturers, or input suppliers In addition, marketing perspectives can be approached in the development of reverse logistics research The authors that made this article also expect that there will be more and more researches on reverse logistics in the Vietnamese national market because this is necessary in the trend of deep integration with the global economy

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Limitations of the Research Topic and the Next

Instruction

Improving customer satisfaction in the retail

industry in Vietnam is a relatively large process and

requires a lot of effort and time investment Besides, the

role of R-Logistics in improving customer satisfaction

in the retail industry in Vietnam, there are still many

factors that have a great impact on customer satisfaction

in the retail industry in Vietnam has not been mentioned

in this study

The role of R-logistics in improving customer

satisfaction in the retail industry in Vietnam, is a new

research topic that contributes to retail businesses

realizing the importance of R-Logistics in improvement

customer satisfaction in the retail industry In the near

future, other authors should study the issues relating

to "Problems to improve customer satisfaction in the

retail industry in Vietnam"

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https://babuki.vn/thi-truong-ban-le-viet-nam-tong-quan>

2 Reverse logistics in the process of sustainable

development, 2019

<https://saigonnewport.com.vn/tin-tuc/pages/logistics-nguoc-trong-phat-trien-ben-vung.aspx>

3 Reverse logistics overview, 2020 <

http://tapchicongthuong.vn/bai-viet/tong-quan-ve-logistics-nguoc-71769.htm >

4 Retail Industry Report, 2019

<http://images1.cafef.vn/Images/Uploaded/DuLieuDo

wnload/PhanTichBaocao/Nganhbanle_050719_MBS

pdf>

5 Vietnam retail industry overview report 2019 and

trend forecast 2020, 2020 <

https://eshop.misa.vn/tin-

tuc/5895/bao-cao-toan-canh-nganh-ban-le-viet-nam-nam-2019-va-du-bao-xu-huong-2020 / >

6 How retail businesses respond to difficulties, 2020 <

http://tapchitaichinh.vn/tai-chinh-king-doanh/doanh-

nghiep-ban-le-ung-pho-the-nao-truoc-kho-khan-327091.html >

7 Financial Compensation, 2019

<https://www.slideshare.net/thuthuynguyen54772/i-ng-phi-ti-chnh>

8 Supply chain analysis of Coca cola Vietnam <

https://www.tailieu123.org/phan-tich-chu-i-cung-ung-cua-coca-cola-viet-nam.html >

9 Fierce competition, attractive retail industry, 2019 <

http://tapchitaichinh.vn/tai-chinh-king-doanh/canh-

tranh-khoc-liet-nganh-ban-le-van-hap-dan-313558.html >

10 Five key trends of the retail industry in the future,

2020 <

https://www.sggp.org.vn/5-xu-huong-chu-dao-cua-ban-le-trong-tuong-lai-689902.html >

11 New opportunities and challenges for the retail market

in Vietnam, 2017 <

http://tapchitaichinh.vn/nghien-

cuu-trao-doi/co-hoi-va-thach-thuc-moi-voi-thi-truong-ban-le-viet-nam-114109.html >

12 Fawcett, A M., & Fawcett, S E (2014) The Definitive Guide to Order Fulfillment and Customer Service: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations

13 Anh, D B H (2017) Managing the supply chain

14 Van, D T H., & Dat, K N (2015) Import-Export Management Textbook, Economic Publishing House

of Ho Chi Minh City

15 Tien, N H., Anh, D B H & Thuc, T D (2019) Global Supply Chain and Logistics Managmeent Academic Publications, Dehli 2019, http://www.publishbookonline.com/download/10/1-1-17-419.pdf

16 Tien, N H., & Ngoc, N M (2019) Comparative Analysis of Advantages and Disadvantages of the Modes of Entrying the International Market

International Journal of Advanced Research in Engineering and Management, 5(7), 29-36 http://www.ijarem.org/papers/v5-i7/6.IJAREM-D5055.pdf

17 Tien, N H., Anh, D B H, & Ngoc, N M (2019) Corporate Financial Performance due to Sustainable Development in Vietnam “Corporate Social Responsibility and Environmental Management”,

https://doi.org/10.1002/csr.1836

18 Tien, N H (2017) Challenges and Opportunities for Entrepreneurs in the World of the 4th Industrial Revolution Proceedings of Nnational Scientific Conference on “Accounting, Auditing and Vietnam Economy in the Face of 4.0 Industrial Revolution”, 441-445, November 2017, Quy Nhon University, Quy Nhon, Binh Dinh province ISBN:

978-604-922-593-2

19 Tien, N H & Minh, H T T (2019) Challenges for Vietnamese Business Leaders in the Era of International Economic Integration and Industrial

Revolution 4.0 International Journal of Commnerce

and Management Research, 5(5), 19-24 http://www.managejournal.com/download/894/5-4-39-242.pdf

20 Tien, N H., Thao, V T T & Anh, D B H (2019) Sustainability Issues in Social Model of Corporate Social Responsibility Theoretical Analysis and

Practical Implications Journal of Advanced Research

https://doi.org/10.14505//jarm.v10.1(19).02 https://journals.aserspublishing.eu/jarm/article/view/3

771

21 Tien, N H & Anh, D B H (2018) High Quality Human Resource in Knowledge Economy Develop-ment of Binh Duong Province Proceedings of University Scientific Conference on: “Regional Links

in Boosting Socio-economic Development of Southern East of Vietnam”, 354-362 TDM University 29 June 2018

Boleslaw Rafal Kuc et al., Hmlyan Jr Edu Lte; Vol-2, Iss- 6 (Nov-Dec, 2021): 185-190

193

22 Tien, N H & Minh, H T T (2019) Human

Resource Development for the Key Southern

Economic Region of Vietnam Proceedings of

National Scoentific Conference on: “The Role of Ho

Chi Minh City in Sustainable Development of Key

Southern Economic Region” 23 December 2019, Ho

Chi Minh City People Committee

23 Tien, N H & Vinh, N D T (2019) Challenges and

Solutions to Enhance Quality of Human Resource in

Ho Chi Minh City in a Response to Requirements of

the Industrial Revolution 4.0 Proceedings of

Nnational Scientific Conference on: “The Role of Ho

Chi Minh City in Sustainable Development of Key

Southern Economic Region” 23 December 2019, Ho

Chi Minh City People Committee

24 Tien, N H., & Anh, D B H (2017) Global Strategic

Marketing Management, Ementon Publisher, Warsaw,

Poland

25 Tien, N H (2018) Logistics System in Poland and

Global Competition Proceedings of CODI

International Scientific Conference “Commerce and

Distribution”, 743-750 Da Nang University in Kon

Tum, Commerce University, Faculty of Commerce of

Da Nang University of Economics 14-15 December

2018, Kon Tum city

26 Tien, N H (2018) Optimization of Logistics Costs in

Milk Manufacturing Plants Proceedings of 2nd

University Scientific Conference on: “Nutrition and

Food Security”, 413-420 Centre for Scientific and

Technology Development in HCMC Food Industry

University in HCMC November 2018

27 Tien, N H (2019) Application of CRM in

Agricultural Management Proceedings of National

Scientific Conference on: “Development of High-tech

Agriculture in the Highlands in the Context of

Regional Linkage and International Integration”,

216-223 April 2019, Institute of Social Science in Central

Region, Vietnam Academy of Social Science

28 Tien, N H., Nhi, D T Y., & Chi, D T P (2019)

CRM Application in Agricultural Management in the

Mekong Delta International Journal of

Multidisciplinary Research and Development, 6(10),

123-126

29 Tien, N H (2019) CRM Application in Managing

Hotel, Restaurant and Tourism Services in Vietnam

International Journal of Research in Management,

1(1), 14-17

30 Tien, N H (2019) CRM Application in Customer

Service Management at Big4 Banks in Vietnam

International Journal of Research in Management,

1(1), 9-13

31 Tien, N H (2020) Responsible and Sustainable

Business Eliva Press, Chisinau, Moldova

32 Tien, N H (2020) Contemporary Security and

Sustainability Isues Eliva Press, Chisinau, Moldova

33 Tien, N H (2017) Strategic International Human

Resource Management Ementon Publisher, Warsaw,

Poland

34 Tien, N H (2020) Human Resource Management VHU Publisher, Ho Chi Minh City, Vietnam

35 Tien, N H., Anh, D B H., Ngoc, N M., & Nhi, D T

Y (2019) Sustainable Social Entrepreneurship in

Vietnam International Journal of Entrepreneurship,

23(3), 1-12

36 Tien N H., Hung, N T, & Tien, N V (2019) The role of brand and brand management in creating business value - case of Facebook Vietnam,

International Journal of Research in Marketing Management and Sales 2019, 1(2), 124-128

37 Tien, N H., Minh, H T T., & Dan, P V (2019) Branding building for Vietnam higher education

industry - reality and solutions, International Journal

of Research in Marketing Management and Sales,

1(2), 118-123

38 Tien, N H (2018) Knowledge Management in Strategic Alliances and Foreign Joint Ventures Proceedings of University Scientific Conference of:

“Young Lecturers and MBA Students”, 141-149 Faculty of Economics, TDM University Binh Duong

15 June 2018

39 Tien, N H., Phu, P P., & Chi, D T P (2019) The role of international marketing in international

business strategy, International Journal of Research

in Marketing Management and Sales, 1(2), 134-138

40 Tien, N H., Vu, N T., Dung, H T., & Duc, L D M (2019), Determinants of real estate bubble in Vietnam,

International Journal of Research Finance and Management, 2(2), 75-80

41 Tien, N H., Vu, N T., & Tien, N V (2019), The role

of brand and brand management in creating business

value case of Coca-Cola Vietnam, International

Journal of Research in Marketing Management and Sales, 1(2), 57-62

42 Tien, N H., Bien, B X., & Tien, N V (2019) Solutions enhancing competitiveness of made-inVietnam brands in Vietnamese market,

International Journal of Research in Marketing Management and Sales, 1(2), 93-99

43 Tien, N H., Dung, H T., & Tien, N V (2019) Branding building for Vietnam tourism industry

reality and solutions, International Journal of

Research in Marketing Management and Sales, 1(2),

63-68

44 Tien, N H., & Anh, D B H (2018) Japanese Innovation Policy and Development of High Quality Human Resource – Experiences for Vietnam Proceedings of International Scientific Conference in Economics and Business (ICYREB) on: “National Entrepreneurship and Innovation”, 108-114 Hanoi,

30 October 2018, Academy of Finance in partnership with IPAG Business Institute (France), York University (Canada) and Waikato University (New Zealand)