1. Overview of Park Services

Industrial parks in Vietnam are committed to providing a full range of services to companies that settle in the park, ensuring that they can operate efficiently and enjoy a high-quality working and living environment. The following are the main services provided by industrial parks:

Infrastructure construction and operation and maintenance

The infrastructure construction in the park includes roads, water supply, power supply, communication network, etc. The planning and construction of these facilities are the responsibility of the park management agency. The management agency also undertakes daily maintenance work to ensure the continuous and stable operation of the infrastructure. The perfect infrastructure provides strong support for the production and logistics of enterprises.

Administration and public services

The park provides one-stop administrative services for enterprises, including business registration, tax declaration, labor management, etc., to help enterprises simplify administrative procedures and reduce operating costs. At the same time, the park also provides public services such as safety, environmental protection, and sanitation to ensure the legal operation of enterprises in the park and the safety and health of employees.

Investment consulting and policy support

The park management agency provides investment consulting services to enterprises, helping them understand relevant policies, market opportunities and the park’s investment environment. In addition, the park also actively promotes government preferential policies to enterprises, such as tax exemptions, financial subsidies, etc., to help enterprises obtain more development opportunities in the park.

Production, operation and life supporting services

The park not only provides a working environment suitable for corporate production, but also provides comprehensive living facilities for employees, such as employee dormitories, restaurants, medical clinics, training centers, etc. These supporting services improve the quality of life of employees, and also enhance the attractiveness of the company and the satisfaction of employees.

The quality of these services directly affects the operational experience and satisfaction of enterprises in the park. High-quality services can help enterprises reduce costs, improve efficiency, promote their long-term development, enhance the competitiveness of the park, and attract more investors.

2. Service quality evaluation indicators

To ensure that industrial park services are efficient and meet the needs of enterprises, park management agencies usually use a series of service quality evaluation indicators. These indicators help evaluate the quality of various services provided by the park and provide a basis for continuous improvement. The following are specific evaluation indicators for infrastructure services:

2.1 Infrastructure Services

Power supply stability and capacity

Power supply is an important guarantee for corporate production activities. Evaluation indicators include the stability of power supply (such as the number of power outages and the duration of power outages) and power capacity (whether it can meet the power demand of the enterprise). High-quality power services require stable power supply, sufficient capacity, and the ability to quickly respond to the expansion needs and emergencies of the enterprise.

Water supply and drainage systems

Reliable water supply and efficient drainage systems are key parts of industrial park infrastructure. Evaluation indicators include water supply stability (whether water pressure and water quality meet standards), water supply capacity (whether it can meet the production and living needs of enterprises), drainage system efficiency (drainage smoothness, sewage treatment capacity) and its compliance with environmental protection requirements. Efficient water resource management can reduce the troubles of enterprises in water use and drainage, and ensure smooth production.

Road transport and logistics services

Road traffic and logistics services within the park directly affect the operational efficiency of enterprises. Evaluation indicators include the traffic conditions of park roads (road width, smoothness), road maintenance (pavement quality, daily maintenance), the response speed of logistics services (cargo transportation time, loading and unloading efficiency) and the support for the enterprise supply chain. High-quality road traffic and logistics services can greatly improve the production and transportation efficiency of enterprises and reduce operating costs.

Communications Networks and Data Centers

The stability of communication networks and the service capabilities of data centers are the foundation of modern enterprise operations. Evaluation indicators include network coverage, network speed (data transmission speed), network stability (number of interruptions, recovery time), data center capacity and security (data storage capacity, network security measures). High-quality communication services and data management can support the daily operations of enterprises and ensure the security and timeliness of business data.

2.2 Administrative Services

Administrative services are an important support provided by industrial parks to settled enterprises, covering the necessary procedures and compliance management of enterprises from establishment to operation. The following are specific indicators for evaluating the quality of administrative services:

Investment approval and business registration

The efficiency of investment approval and enterprise registration directly affects the speed of enterprise entry. Evaluation indicators include approval and registration time (the time from application submission to approval), process simplicity (required materials, step complexity), service transparency (policy information disclosure, approval progress traceability) and service attitude (response speed and assistance of management departments). Efficient and transparent investment approval and registration services can greatly shorten the time for enterprises to enter the park and enhance their trust in the park.

Tax declaration and social security payment

Tax declaration and social security payment are important aspects of corporate compliance management. Evaluation indicators include the accuracy of declaration and payment (avoiding fines or back payments due to errors), the convenience of the system (whether online declaration, automatic reminders, etc. are provided), the timeliness of services (whether the declaration and payment process is smooth and timely), and the support of the management department (whether consulting services are provided, whether the company is assisted in solving problems during the declaration process). Good tax and social security services can help companies reduce their burden and improve the efficiency of compliance management.

Environmental compliance and production safety

Environmental compliance and production safety management are important links to ensure that corporate operations comply with national laws and regulations. Evaluation indicators include the frequency and meticulousness of environmental and safety inspections (regular inspections, special supervision), the guidance ability of management departments (whether environmental and production safety training and consultation are provided), rectification feedback speed (rectification requirements and follow-up speed after problem discovery), and the rationality of compliance costs (the balance between necessary compliance investment and park support). High-standard environmental and safety management services can effectively reduce corporate compliance risks and protect employees’ working environment.

Labor employment and wages and benefits

Labor and wage and benefits management are the core content of human resource management in enterprises. Evaluation indicators include the transparency of employment policies (clarity of labor contracts, working hours, benefits and other policies), the efficiency of labor dispute handling (handling time and resolution rate of employee complaints), the compliance of wage and benefits standards (whether they comply with local labor laws and regulations), and the support and guidance of management departments (providing labor law consultation and supporting the formulation of wage and benefits systems). Effective labor management services can improve the satisfaction and retention rate of enterprise employees and ensure the compliance of labor and employment in enterprises.

2.3 Investment Services

Investment services are a key link in attracting and supporting the development of enterprises in industrial parks, involving policy guidance, resource matching, and talent support. The following are specific indicators for evaluating the quality of investment services:

Policy consultation and preferential support

Enterprises’ investment activities in the park often rely on a deep understanding of policies and effective use of preferential measures. Evaluation indicators include the comprehensiveness of policy consultation (whether all relevant policies and regulations are covered), the timeliness of consultation response (the speed of feedback after the enterprise asks questions), the transparency of preferential policies (the openness and availability of preferential policies) and the actual implementation effect (the success rate of enterprises applying for preferential policies). Efficient policy consultation and preferential support services can help enterprises make full use of the resources and preferential policies provided by the government and optimize investment returns.

Project matching and negotiation services

The park management agency plays an important role in coordinating the implementation of the enterprise’s projects. Evaluation indicators include the accuracy of the docking service (whether it can find suitable partners or resources for the enterprise), the support of the negotiation process (whether meeting venues, legal support, etc. are provided), the efficiency of project implementation (the time from negotiation to agreement signing), and the quality of follow-up services (continued attention and support for project progress after negotiation). High-quality project docking and negotiation services help enterprises to smoothly launch new projects and promote cooperation and development within the park.

Land leasing and factory building leasing

Land and factory buildings are the basis for enterprises to operate in the park. Evaluation indicators include the supply of land and factory building resources (sufficiency and selectivity of supply), the simplicity of leasing procedures (efficiency of contract signing and handling of procedures), the rationality of rent and leasing conditions (whether the price is fair and whether the contract terms are flexible), and the completeness of supporting facilities (whether the facilities inside and outside the factory building meet the needs of the enterprise). Perfect land and factory building leasing services can reduce the cost of enterprise entry and accelerate the production and operation of enterprises.

Talent introduction and training support

The development of an enterprise cannot be separated from the support of talents. Evaluation indicators include the breadth of talent introduction channels (whether there are sufficient recruitment resources and cooperative institutions), the preferential strength of talent policies (whether there are policy measures to attract high-end talents), the practicality of training services (whether the content of training courses meets the needs of the enterprise) and the tracking of training results (the improvement of employee skills and work performance after training). Strong talent introduction and training support services can help enterprises quickly form efficient teams and enhance their competitiveness.

2.4 Production supporting services

Production supporting services are an important support system to ensure the smooth operation of enterprises in industrial parks. These services include all-round support from raw material supply to employee training. The following are specific indicators for evaluating the quality of production supporting services:

Raw material supply and warehousing logistics

Timely supply of raw materials and efficient warehousing and logistics management are crucial to the production continuity of enterprises. Evaluation indicators include supply chain reliability (stability of raw material supply and quality assurance), safety and convenience of storage facilities (warehouse environment, efficiency of management system), responsiveness of logistics services (transportation time, distribution accuracy), and flexibility of supply chain management (ability to respond to sudden demands). High-quality raw material supply and logistics services can ensure that the production process of enterprises is not disturbed and improve overall operational efficiency.

Equipment maintenance and technical support

The normal operation of equipment is the basis for maintaining stable operation of the production line. Evaluation indicators include the response speed of maintenance services (response time after equipment failure), the professionalism of maintenance technology (the skill level and experience of maintenance personnel), the timeliness of spare parts supply (the inventory and delivery speed of key spare parts), and the comprehensiveness of technical support (including equipment operation training, preventive maintenance suggestions, etc.). Efficient equipment maintenance and technical support services can minimize downtime and ensure the continuity and stability of the production process.

Intermediary services and commercial activities

Intermediary services and business activities create more opportunities for business expansion and cooperation for enterprises in the park. Evaluation indicators include the effectiveness of intermediary services (such as the quality and reliability of legal, financial, recruitment and other services), the frequency and quality of business activities (such as the number and scale of exhibitions and business meetings), the diversity and level of participating enterprises (the industry and scale range of enterprises in the activities), and the promotion rate of cooperation opportunities (the number and quality of business cooperation promoted through activities). Good intermediary services and business activities can help enterprises expand their markets, enhance cooperation, and promote the common development of enterprises in the park.

Staff training and career development

Employee skill improvement and career development are crucial to the long-term success of an enterprise. Evaluation indicators include the practicality and coverage of training courses (whether the course content meets the needs of the enterprise and the employee groups covered), the frequency and form of training (the frequency of training organization and the combination of online and offline), the strength of career development support (support measures for employee promotion and career planning), and the tracking and feedback of training results (the improvement of employee skills after training and the evaluation mechanism of training results). Strong employee training and career development support can improve employee work ability and loyalty, thereby improving the overall competitiveness of the enterprise.

2.5 Life Support Services

Life support services are an important support provided by industrial parks to employees, aiming to improve the quality of life of employees, thereby increasing the attractiveness of enterprises and the job satisfaction of employees. The following are specific indicators for evaluating the quality of life support services:

Housing security and property management

Providing employees with safe and comfortable housing and high-quality property management services is the basic content of the park’s living facilities. Evaluation indicators include housing availability (whether the number and types of housing meet employee needs), housing comfort (quality of housing facilities and surrounding environment), property management service level (quality and response speed of property services such as safety, cleaning, and maintenance), and the rationality of housing costs (the degree of matching between rental levels and employee income). High-quality housing security and property management services can effectively improve employees’ life satisfaction and stability.

Health care and emergency relief

Medical services and emergency rescue are key supporting services to ensure the health and safety of employees. Evaluation indicators include the accessibility and quality of medical facilities (the number and service level of hospitals, clinics, and first aid stations in or around the park), the coverage of medical services (whether it includes treatment of common diseases, first aid, physical examinations, etc.), the timeliness of emergency rescue response (the response time and effectiveness of first aid services), and the implementation of health prevention measures (regular health examinations, health publicity, etc.). A complete medical and health service and emergency rescue mechanism can effectively protect the health and life safety of employees and enhance their sense of security.

Education and training, cultural and sports entertainment

Education and training as well as cultural, sports and entertainment facilities are important factors in improving the quality of life of employees and their families. Evaluation indicators include the diversity and quality of educational facilities (whether there are supporting schools and training institutions, and what the education level is), the practicality of vocational training (whether vocational skills training that matches employee needs is provided), the richness of cultural, sports and entertainment facilities (the number and use of gyms, stadiums, cultural centers, etc.), and the frequency and participation of cultural activities (the organization and participation of cultural performances, sports competitions and other activities within the park). High-quality education and training and cultural, sports and entertainment services can not only improve employees’ life satisfaction, but also enhance their sense of belonging and happiness.

Dining, shopping and banking services

Convenient catering, shopping and financial services are necessary for employees’ daily lives. Evaluation indicators include the diversity and hygiene standards of catering services (types of restaurants, food safety and hygiene), the convenience of shopping facilities (the number and variety of supermarkets and convenience stores), the accessibility and service level of banking services (the number and service efficiency of banks, ATMs and financial service points in the park), and the overall convenience of life service facilities (rationality of layout and coverage of service facilities). High-quality catering, shopping and banking services can meet employees’ daily needs, improve convenience of life, and enhance employees’ satisfaction with the park.

3. Satisfaction evaluation results

We conducted a satisfaction survey on companies in some industrial parks in Vietnam, and the results showed the performance of each park in different service areas. The following are the satisfaction evaluation results of Hanoi Industrial Park:

3.1 Hanoi Industrial Park

Infrastructure services: 4.2 points

The infrastructure services in Hanoi Industrial Park were generally highly rated by enterprises, with a score of 4.2. Enterprises generally believed that the power supply and road traffic in the park were relatively stable, but there was still room for improvement in water resource management and communication networks. In particular, some enterprises hoped to see more investment in infrastructure upgrades and expansions to meet future growth needs.

Administrative services: 4.5 points

Hanoi Industrial Park’s administrative services performed well, scoring 4.5 points. Enterprises are satisfied with the park’s business registration, tax declaration and other services, believing that these services are efficient and transparent and can help enterprises quickly conduct business. In addition, the supportive attitude and professionalism of the park management department have also been highly recognized by enterprises, especially in the areas of environmental compliance and safe production, where the management department provides timely guidance and assistance.

Investment services: 4.3 points

Hanoi Industrial Park’s investment service score was 4.3 points. Enterprises gave positive comments on the policy consultation and project matching services provided by the park, believing that these services effectively supported their investment decisions and project implementation. However, some enterprises reported that the park could further improve the accuracy and flexibility of its services in terms of land leasing and talent introduction to better meet the personalized needs of enterprises.

Company Feedback

“The park’s infrastructure and public services are very complete, providing great support for our production and operations. The management team is professional and efficient, and the administrative service process is simple and fast.”

3.2 Da Nang Economic Zone

In the satisfaction survey of the Da Nang Economic Zone, enterprises rated the various services of the economic zone and provided detailed feedback. The following are the specific evaluation results:

Infrastructure services: 4.0 points

The Da Nang Economic Zone’s infrastructure services score was 4.0. Enterprises were generally satisfied with the park’s infrastructure, especially the proximity to the deep-water port, which makes logistics very convenient and provides significant advantages for the import and export business of enterprises. However, some enterprises mentioned that as their business expands, some of the park’s infrastructure may need to be further upgraded to better support the development of enterprises.

Administrative services: 4.2 points

The administrative service score was 4.2 points, reflecting the recognition of enterprises for the park management team. Enterprises generally believe that the park management team performs well in handling enterprise needs, and the administrative service process is simple and efficient, which can solve the problems encountered by enterprises in a timely manner. This shows that the Da Nang Economic Zone has high service standards and execution efficiency in administrative management.

Investment services: 4.1 points

Investment services scored 4.1 points. Enterprises are satisfied with the services provided by the Da Nang Economic Zone in terms of policy consultation and project matching, and believe that the zone has provided strong support in attracting investment and implementing projects. However, enterprises also mentioned that the zone still has room for improvement in further optimizing land leasing and talent introduction services to better meet the diverse needs of enterprises.

Production supporting services: 3.8 points

The production support service scored 3.8 points, which is relatively low among all the services in the Da Nang Economic Zone. Enterprises believe that the production support services in the park, such as raw material supply, equipment maintenance and technical support, have basically met the production needs, but there is still room for improvement, especially in terms of equipment maintenance response speed and professionalism of technical support.

Lifestyle services: 3.9 points

The score of supporting services was 3.9, reflecting the medium satisfaction of enterprises in this aspect. Although enterprises recognized the supporting facilities of Da Nang Economic Zone, they also pointed out that supporting services such as catering, shopping and entertainment need to be further improved to improve the quality of life and happiness of employees.

Company feedback:

“The Da Nang Economic Zone has obvious locational advantages, is adjacent to a deep-water port, and has convenient logistics. The park management team attaches great importance to the needs of enterprises and provides a lot of considerate services. However, the living facilities need to be further improved.”

3.3 Ho Chi Minh Industrial Park

The satisfaction survey of Ho Chi Minh Industrial Park shows that the companies settled in the park have given high evaluations to the park’s various services. The following are the specific scores and company feedback:

Infrastructure services: 4.3 points

The infrastructure service score of Ho Chi Minh Industrial Park is 4.3 points. Enterprises are satisfied with the stability and reliability of the park’s power supply, road traffic, communication network and other infrastructure, and believe that the park’s infrastructure can effectively support their daily operational needs. At the same time, some enterprises mentioned that the park has performed well in infrastructure maintenance and upgrading, which has further improved their operational efficiency.

Administrative services: 4.6 points

The administrative service scored 4.6 points, showing the outstanding performance of Ho Chi Minh Industrial Park in this area. Enterprises highly praised the professionalism of the park management team, pointing out that the management team was efficient and meticulous in handling administrative affairs, able to respond quickly to the needs of enterprises and simplify complex processes. This efficient administrative service has greatly facilitated the operation of enterprises in the park.

Investment services: 4.4 points

The investment service scored 4.4 points. Enterprises highly praised the investment support services of Ho Chi Minh Industrial Park, especially in the process of policy consultation and project matching, the management team performed well and helped enterprises to smoothly promote various investment activities. Enterprises also pointed out that the park provided strong support in land leasing and talent introduction, which met their diverse needs.

Production supporting services: 4.2 points

The production supporting services scored 4.2 points. Enterprises believe that the Ho Chi Minh Industrial Park has performed well in providing production support services, especially in terms of raw material supply, equipment maintenance and technical support, and can respond to the needs of enterprises in a timely manner to ensure the smooth progress of the production process. Enterprises are satisfied with the quality of the park’s supporting services, but also suggest further optimizing supply chain management to cope with more complex production needs.

Life support services: 4.1 points

The score for supporting life services was 4.1. Enterprises were satisfied with the supporting life services such as housing, medical care, education and entertainment provided by the park, believing that these services created good living conditions for employees and improved their sense of happiness and work enthusiasm. However, some enterprises also pointed out that with the development of the park, there is still potential for further improvement of supporting life services, especially in the diversity of catering and entertainment facilities.

Enterprise feedback:

“The overall service quality of the Ho Chi Minh Industrial Park is very high, especially the administrative management and investment services. The management team is very professional, communication is smooth, and they can solve our problems in a timely manner. The infrastructure and living facilities are also very good, and the satisfaction is very high.”

4. Analysis of evaluation results

According to the survey results, the service quality of Vietnam’s industrial parks is generally high, and the management teams of each park have demonstrated professional and efficient service levels, providing all-round support for the companies settled in. The service capabilities of these parks have helped companies improve their operational efficiency and increased their investment confidence to a certain extent.

The Ho Chi Minh Industrial Park has the highest satisfaction rate, and its advantages mainly come from its superior location and complete supporting services. Enterprises generally believe that the park has excellent performance in administrative management, investment services, infrastructure, etc., especially the professionalism and communication efficiency of the management team, which has been highly recognized by enterprises. This makes the Ho Chi Minh Industrial Park an ideal choice for corporate investment and operation.

Hanoi Industrial Park followed closely behind, with a high level of satisfaction, especially in terms of infrastructure and public services. Enterprises are satisfied with the quality of the park’s power, transportation and other infrastructure, and believe that the park’s administrative services have also reached a high standard. However, compared with the Ho Chi Minh Industrial Park, the investment services of the Hanoi Industrial Park are slightly insufficient, and there is still room for improvement in the support of enterprises in land leasing and talent introduction.

The Da Nang Economic Zone has obvious locational advantages, especially its proximity to a deep-water port and convenient logistics, which has been highly praised by enterprises. However, the supporting living services are relatively weak, and enterprises have reported that the living conditions of employees need to be improved. This problem may affect the satisfaction and stability of the company’s employees, and the park management needs to further improve the living service facilities to improve the overall service quality.

In general, the service quality of Vietnam’s industrial parks is excellent, providing a good investment environment for enterprises. However, there are still some differences in service levels and supporting facilities among the parks. When choosing a park, enterprises should choose the most suitable industrial park based on their business needs, employee needs and location advantages. At the same time, the park management agencies should also pay attention to the improvement space of various services and further improve the service quality to better meet the development needs of enterprises.

5. Suggestions for improvement

In order to further improve the overall service quality of Vietnam’s industrial parks, the following are suggestions for improvement based on the results of the enterprise satisfaction survey:

1. Further improve the quality of infrastructure services

Ensuring the stability and reliability of infrastructure such as electricity, water resources, transportation and logistics is the basis for the normal operation of enterprises. It is recommended that the park increase investment in infrastructure, regularly maintain and upgrade existing facilities, especially in terms of power supply and water resources management, to ensure that they can meet the needs of enterprise expansion and high-intensity operations. In addition, strengthen transportation and logistics services, optimize the park’s internal road network and logistics management system, and ensure efficient and smooth transportation of goods.

2. Optimize administrative services

Administrative services are the first step for enterprises to enter the park. Simplifying the approval process and improving work efficiency can significantly improve the satisfaction of enterprises. It is recommended that the park further simplify the approval process, reduce unnecessary links, and speed up the processing of various administrative procedures. At the same time, a digital management platform can be introduced to provide online approval and real-time tracking services, so that enterprises can obtain the latest approval progress and improve the transparency and efficiency of administrative management.

3. Strengthen investment services

Providing enterprises with more professional and considerate policy consulting and project matching services is an important means to attract and retain investment. It is recommended that the park strengthen professional training for the investment service team to improve the accuracy and timeliness of policy consulting. At the same time, further optimize project matching services, provide enterprises with more targeted resource matching and project support, and help enterprises quickly land and develop in the park.

4. Enrich production supporting services

In order to better support the production and operation of enterprises, it is recommended that the park enrich production supporting services, especially provide more value-added services in raw material supply and technical support. It can consider introducing more high-quality suppliers and service providers to form a stable supply chain ecosystem. At the same time, improve the response speed and service level of equipment maintenance and technical support to ensure smooth production processes of enterprises.

5. Improve supporting services for daily life

Life support services directly affect employees’ quality of life and job satisfaction, which in turn affects the company’s ability to retain talent. It is recommended that the park increase investment in life support, increase the diversity and coverage of catering, shopping, medical, entertainment and other facilities. In particular, in terms of the convenience and quality of life services, provide higher standards of service to meet the various needs of employees’ daily life and enhance the park’s attractiveness to companies and employees.