Improving the service quality of donor care with monthly donors a study of the non-profit organization in Ho Chi Minh City, Vietnam

Abstract

ABC Vietnam is a non-profit and non-government organization belonging to an international organization that aims to support children and young people to grow up in a safe family environment, get a good education, and be able to self-reliance employability by mobilizing the caring power of the communities in Vietnam and around the world to accomplish the mission of ABC Vietnam. ABC International set a goal for ABC Vietnam to raise a local fund of five million euros in 2025 and this goal is assigning to the CFD department of ABC Vietnam. However, there is a negative symptom that a high attrition rate of the monthly donors that affected to the goal of the CFD department. In addition, different literature reviews are used and in-depth interviews with managers and employees in the CFD department are conducting so that the current situation and problems fully comprehends at the department. Thus, the findings show that the poor service quality of donor care of ABC Vietnam and lack of income due to the Effect of the Covid-19 pandemic were the potential problems of the symptom of ABC Vietnam. However, the Effect of the Covid-19 pandemic is out of the scope of this project because it depends on the Covid-19 situation and no one knows when it is gone so this thesis just focuses on the main problem that is the poor service quality of donor care to solve. After the main problem, which is the poor service quality of donor care, ABC Vietnam has been determined; the main causes are also discovering based on the combination of literature reviews and in-depth interviews. Then, proposed alternative solutions related to its problem are developing to solve the main problem. At the end, Alternative Solution #1 was selecting to develop a detailed implementation plan.