| Author | Nantawan Arayawut |
| Call Number | AIT RSPR no.SM-03-37 |
| Subject(s) | Interactive computer systems
Directory services (Computer network technology)
|
| Note | A research study submitted in partial fulfillment of the requirements for the degree ofMaster of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-03-37 |
| Abstract | TOT Corporation Public Company Limited (TOT), who is a major provider of telephone
services in Thailand, has continuously focused on improving its services and company
management to maximize the efficiency of the services. As a result, TOT has tried to deploy
new technologies as a tool of management to improve its service operations efficiently.
Recently TOT has supplemented the old telephone directory system, -Computerized Directory
Assistance System (CDAS), with a new telephone directory system, -Directory Assistance
System (DAS). The TOT Call Center, which can be accessed using a special number '1133'
for DAS. The Interactive Voice Response (IVR) is one of the various powerful teclmology
components for automatically providing telephone directory information especially telephone
number listing. The IVR system is implemented with the purpose of improving the service
operators' efficiency and to better satisfy the callers/users.
The purpose of this research is to evaluate the customer satisfaction level and service operator
efficiency on the implementation of IVR in TOT Directory Assistance System. The data were
collected by surveying 200 users and asked them to rate their satisfaction on IVR service.
The results show that most respondents rated satisfaction on overall IVR system services
between fair and good and the respondents' characteristics, - frequency of using the system-,
has statistical effects on their satisfaction rating. Recommendations of this study are
recommendations on technology, -implementing the other voice functions-, DAS Call Center
services, - implementing more services-, and management- change status of terminals during
peak hours-. |
| Year | 2003 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-03-37 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Donyaprueth Krairit |
| Examination Committee(s) | Sununta Siengthai;Singha Chiamsiri |
| Scholarship Donor(s) | TOT Corporation Public Company Limited |
| Degree | Research report (M.Sc.) - Asian Institute of Technology, 2003 |
