Service Marketing of bTaskee, Assignments of Digital Marketing

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MARKETING

SERVICES

GROUP 2

TEAM MEMBERS:

NGUYỄN THỊ QUỲNH ANH

HỒ THỊ PHƯƠNG THAO

NGUYỄN MINH ANH

LƯU VŨ TRƯỜNG GIANG

ĐINH QUỐC BÌNH

ĐINH THÀNH ĐẠT

02 01 03 Service organization’s Introduction Consumer Research Analysis and Evaluation of Current 7Ps Marketing Strategy 04 05 Property accounting Recommendations and Conclusion Table of contents

bTaskee is inspired by the image of hardworking bees (bees) to talk about the assistant collaborators who always complete the assigned tasks (Tasks) well. They (bTaskers) - diligent, hard-working and diligent bees - will provide customers with high- quality services conveniently and quickly. Currently, bTaskee provides convenient services to many households throughout 10 major cities and provinces in Vietnam : Hanoi, Hai Phong, Da Nang, Hoi An, Nha Trang, Da Lat, Binh Duong, Bien Hoa , Ho Chi Minh City and Can Tho. In addition, bTaskee is expanding into foreign markets with the main service being hourly housekeeping in Thailand and Malaysia. In Vietnam, up to now, bTaskee has helped more than 7,000 maids have a stable income and met the home care needs of more than 350,000 customers. With the goal of providing customers with the best service experience, bTaskee constantly improves service and application quality.

Not only do we want to help you take care of your family from house cleaning services, air conditioning cleaning, family cooking, laundry, etc, bTaskee is striving to become the leading company in Vietnam and reach out to the market. Southeast Asia, providing more integrated home utility services on mobile applications. bTaskee was born with the mission of meeting the housework needs of urban people and enhancing the value of the housekeeping profession by building a methodical, professional and dedicated human resource for housekeeping. A leisurely life while lightening the burden of housework for customers and a stable source of income for workers is what we always aim for.

P R O D U C T S & S E R V I C E S Currently, bTaskee has provided customers with 15 services on the application. bTaskee is divided into many specific service packages for you to easily choose depending on the cleaning needs of yourself and your family such as: Cleaning the air conditioner : Clean and sanitize the air conditioner for your family. Hourly maid service : Tidy and clean household items, in addition, you can also choose additional services such as cooking and ironing according to the required rental time frame. Caring for the sick : For families with loved ones hospitalized for long-term treatment, taking care of the sick takes a lot of time and effort. Patients, especially the elderly when hospitalized, always need someone by their side 24/7 to help with personal activities, monitor health status, confide in and provide encouragement. Caring for the elderly : While adults are increasingly busy with careers, housework, raising children... We take care of their health, eating, personal hygiene and communication on behalf of our children. with elders in the family. General cleaning : Sweep dust and cobwebs from the ceiling; Cleaning house walls; Dust curtains, windows and doors; clean shelves, tables, chairs, utensils, etc.; Dusting, mopping floors, collecting and emptying trash. Go shopping: You can list the items you need to buy and the estimated price. Collaborators will advance the money and buy it for you. Cleaning Sofa - Cushions - Curtains: Clean and sanitize all Sofas, cushions and curtains in your home. Room cleaning: Quick cleaning and cleaning solution for hotels, motels or rental owners when there is not enough manpower. Disinfection: Kill pathogens, mold, bacteria, and viruses on surfaces in your home through the use of disinfectant solutions (Cloramin B) to spray on surfaces and areas. your family's activities. Laundry: Set an appointment for the delivery date and the day you want to receive items at home. Service prices are calculated by kg of laundry detergent or vary according to the special material of the clothes. bTaskee is striving to become the leading company in Vietnam providing more family utility services integrated on phone applications such as child care and elder care.

Primary research is defined as a method used by researchers to collect data directly, rather than depending on data collected from previously conducted research. Below is the information we collected from a survey with 172 responses about customers' needs and experiences about the Btaskee house cleaning service. Based on the survey, it can be seen that office workers account for the most with 37.2%, followed by freelance businesses 33.7%, students 27.3% and a few students. => It can be seen that Btaskee's main customer base is office workers, freelancers, people with a modern lifestyle, busy working to make money and having little time to clean the house, Sometimes they also don't want to do housework. In addition, there are students who are busy studying, studying for exams, and don't want to clean their rooms or go shopping. => Based on the above, it can be seen that the highest income of 5-10 million is completely reasonable for such a customer base, Btaskee focuses on people with high income. Besides, with an income of less than 5 million, 26.7% are students with average income and still have the ability to use the service. According to the survey, the highest frequency of house cleaning is 2- times/week with 47.7%. => People's need for house cleaning is very high and frequent, with the ability to expand services and development potential to meet the specific needs of customers.

Above are the reasons why they did not choose the service with 112 votes out of a total of 172 reviews. Cost is the biggest factor that makes them not use house cleaning services, 87.5%. In addition, 76.8% of them have flexible time to do housework. Wanting to control and manage themselves is 64.3%, liking cleaning is 61.6%, having special requests 58% (they have special requests when cleaning the house and they feel that the house cleaning service is difficult to satisfy meet). Công ty An Phú CHUẨN BỊ CHO Studio sóng vàng BẢN KẾ HOẠCH BỞI Most people are very concerned about service quality with more than 100 choices. This shows that they pay special attention to receiving a good, clean and reliable house cleaning service. Time and price are two other factors of concern. In addition, the level of credibility and friendliness are both moderate to very interested. Through this, we can see the complexity and diversity of customers' needs and expectations when using house cleaning services.

Công ty An Phú CHUẨN BỊ CHO Studio sóng vàng BẢN KẾ HOẠCH BỞI Based on the survey, customers always have special requirements for the services they use and their highest priority is completion time with the most choices at 62.2% and privacy security at 60.5%. The specific area that needs cleaning is the least selected 32.6% Most people find house cleaning services to be very necessary => the need to use house cleaning services is 63.4% high, this shows that the majority of users are aware of the value and utility of house cleaning services, But there are still 2.9% who think that house cleaning services are completely unnecessary.

Name: Lam Demographic :

• Age: 32 -Female -Marital status: Married and has 2 children -Location: Cau Giay area -Occupation: Marketing director Background: Lam is a busy person, works full-time and has to take care of his family. She values her time and tries to maintain a work-life balance. Her husband also has a heavy job so they both find it difficult to keep the house clean and tidy. Lam is willing to invest in services that can help her reduce the stress of managing household chores. Need :
• Lack of time: Lam struggles to find time to clean the house thoroughly due to her busy work schedule and family responsibilities. -Desire for a clean home: She values a clean and tidy living space, but maintaining it herself is a challenge. -Reliability and Reliability: She wants a cleaning service she can count on to be at her home when she's not there and to do a thorough and consistent job. -Safety and security: Security is essential to her, so she wants a cleaning service with trustworthy and reliable cleaners. Personalization: Lam likes cleaning services that can tailor their services to her specific needs and preferences. Motivation : Lam's main goal is to have a clean and welcoming home without having to spend precious free time cleaning. She is motivated to spend more quality time with her family and reduce stress. She appreciates a service that offers convenience, consistency and reliability.

Product : Service quality at Btaskee is an important factor and is prioritized by customers, so the company always develops and improves quality to make customers feel most satisfied. However, the team working each time is different, so it is difficult to be consistent in skills and performance. Additionally, they need to maintain high quality to maintain satisfaction. Every small error or problem can cause negative reactions from customers. Promotion : Based on the survey, it can be seen that Btaskee has problems with promotion, so not many people really know about them, making it difficult to optimize the potential customer market. => Brands are facing difficulties and challenges in increasing brand recognition and building their image, so many people still do not know about Btaskee house cleaning service. Process : Customers have difficulty contacting and scheduling because staff are not always available, especially close to the time of booking. In addition, contacting consultants and joining the service's community group also takes a lot of time to moderate.

2. Consumer Research

Information: bTaskee provides information about many of the company's services on prominent online platforms such as: facebook, zalo, the corporation's official website as well as facilities and on the bTaskee app. Popular and prominent services chosen by many customers include: Babysitting at home, air conditioning cleaning, and hourly housekeeping. Accompanied by a variety of other services such as: General cleaning, sofa, curtain, mattress cleaning, shopping, family cooking, laundry, room cleaning, disinfectant spraying and bTaskee also provides services for businesses. And recently, bTaskee has added a number of new services: Patient care and elderly care are also trusted by many customers.

S U P P L E M E N T A R Y S E R V I C E S

B T A S K E E

Order Taking:

Customers can order services on

the bTaskee application in just 60

seconds and bTaskee staff will

confirm the order within 60

minutes.

Billing and Payment

Service prices are clearly

displayed on the bTaskee

application. Customers can pay

directly on the application using

Visa/MasterCard or bank transfer.

Customers can pay without cash

through bPay accounts.They can

deposit money into this account

via Visa/Master Card, ATM,

Internet Banking and Momo.

Hospitality bTaskee staff on online platforms are always ready to enthusiastically support you, willing to answer all customer questions when needed. bTaskee collaborators always work responsibly and have a friendly and positive attitude in their work. Safekeeping bTaskee's partners are trustworthy, have clear legal records and contracts, and are closely supervised by bTaskee's management board throughout their time working with the company. When coming to a customer's home to perform work, always ensure safety, clear discipline and responsibility to follow the customer's request in areas where entry is not allowed. Exception In case of property loss or property damage, bTaskee has a specialized department to support customers promptly.. bTaskee operates throughout all weekdays and national holidays, including Tet.To ensure that workers are available to accept your work on weekends and holidays, bTaskee recommends scheduling 1-2 days in advance.

bTaskee's maid service includes many options to handle most common services in families. bTaskee is divided into two types of services including hourly maid service and package maid service. Both provide the same process, but for package services, customers can book the service for monthly use and pay only once. bTaskee provides many popular services that many customers love and trust. Popular and prominent services chosen by many customers include: Babysitting at home, air conditioning cleaning, and hourly housekeeping. Accompanied by a variety of other services such as: General cleaning, sofa, curtain, mattress cleaning, shopping, family cooking, laundry, room cleaning, disinfectant spraying and bTaskee also provides services for businesses. And recently, bTaskee has added a number of new services: Patient care and elderly care are also trusted by many customers. Service quality is somewhat more outstanding compared to the general level. bTaskee always focuses, cares and has very high demands on whether the service quality of the employees meets the requirements or not. The company also builds an employee selection process and has a training method to improve service quality based on customer feedback assessments for each employee. This has helped bTaskee's service quality always be good and promptly handle problems, weaknesses, and screen out ineffective employees who have not fulfilled their responsibilities. Therefore, throughout the years of operation, bTaskee has always maintained its position in the market and trusted position in the hearts of customers.