The study aims to investigate factors affecting enterprise’s satisfaction and loyalty toward the Social Security’s online public services, looking at the case of Thanh Hoa province, Vietnam. This study employs samples with 216 enterprises that use online public system of Thanh Hoa province’s Social Security. The research model is closely linked to the SERVQUAL model developed by Parasuraman, Zeithaml and Berry (1988). We propose 23 scales that constitute the quality of service, three scales that constitute Customer Satisfaction and three components that constitute Customer Loyalty. This study use the tool of Exploratory Factor Analysis (EFA), Cronbach’s Alpha test, Confirm Factor Analysis (CFA) and Structural Equation Modeling (SEM) in order to address the question of satisfaction and loyalty. The result shows that the factor with the most impact is Reliability, next is Capacity of staffs, Tangibles, Attitude of staffs, and the least impacting factor is Empathy; moreover, the results also show that Satisfaction has a strong impact on Customer Loyalty. The findings of this study suggest that Thanh Hoa province’s Social Security should: (i) strengthen the reliability of online service system; (ii) build capacity for staffs; (iii) develop the responsiveness of electronic transactions systems; and (iv) improve the empathy of staffs.

This research investigates the impact of vocational training on wages of ethnic minority labors in emerging countries; Vietnam is the case study. The study uses secondary data from 2014 to 2018 collected through Vietnam Household Living Standards Surveys (VHLSS) conducted by the General Statistics Office. In order to analyze the impact of vocational training on wages of ethnic minority areas in Vietnam, this research creates ethnic area variables. According to Vietnamese regulations, ethnic areas are communes of 51 different provinces, inhabited by ethnic minority people. The statistics from VHLSS in 2018, show that the proportion of labors of working age with a certificate was 22.5%. The research employs Heckman Sample Selection Model to estimate the impact of vocation training on wage of labors in ethnic minority areas. The results show that vocational training plays a crucial role in improving the wages of ethnic minorities and has a positive impact. However, apart from the achieved outcomes, vocational training and job creation for ethnic minorities are not without limitations and shortcomings. Based on the findings, some recommendations to ethnic minority labors, enterprises and the Government are proposed to encourage participation in vocational training for the purpose of promoting the efficiency of the labor market.