Capacity to Provide Retail Services of Small and Medium-sized Enterprises in the Leather and Footwear Industry in Thanh Hoa Province in Vietnam

Service delivery capacity is a topic that has attracted many research scholars around the world. Service provision capacity plays an important role in helping businesses create certain competitive advantages in the market. In this study, through synthesizing a number of previous research theories, the author systematizes the theoretical basis of service provision capacity in general and the service provision capacity of businesses. Footwear retail industry in particular. From these theoretical foundations. By directly surveying 76 small and medium-sized enterprises in the thick leather industry in Thanh Hoa province in Vietnam, the research has shown that factors affecting the development of individual customers' loan activities include: Capacity Capacity to research and identify customer needs, capacity to build and develop service packages suitable to customer needs, capacity to manage the service delivery process, capacity to manage sales and supply personnel. Service response, capacity to measure and evaluate service delivery results. Based on this data source, the study provides assessment results and the level of influence of the factors that constitute the capacity to provide retail services of small and medium-sized enterprises in the leather industry operating in the area Thanh Hoa province in Vietnam and thereby propose solutions to improve the service provision capacity of these businesses in the coming time.