Service quality and customer satisfaction assessment : a case study on information technology and telecommunication industries in Thailand | |
| Author | Vanicha Sangvornvetphan |
| Call Number | AIT RSPR no.SM-05-22 |
| Subject(s) | Consumer satisfaction--Thailand Telecommunication--Information technology--Thailand |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-05-22 |
| Abstract | In Thailand, the application of ICT in social and economic development is laid out in Policy Framework and Master Plan. It provides information that helps to structure business operations and motivate people. It gives valuable data about how companies are perceived where there are opportunities to create customer loyalty and beat the competition. It cans even guide recruitment, training and reward policies. The research is a case study of service quality and customer satisfaction of ICT (Information and communication Technology) industries in Thailand. The objectives of this research are to understand how the ICT industries in Thailand define, measure, and manage their current service quality and customer satisfaction and to assess how effective of their service quality and customer satisfaction models. Sample companies' information and existing evaluation systems from IT and Telecommunication industries are colleted by using face to face interview, online survey, and telephone interview. By reviewing and assessing current data, impacts of firm characteristics on their practices for assessing service quality and customer satisfaction are studied and tool kit will be developed and recommendation will be proposed for improving measuring systems. |
| Year | 2005 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-05-22 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Do Ba Khang; |
| Examination Committee(s) | Singha Chiamsiri;Donyaprueth Krairit; |
| Scholarship Donor(s) | Royal Thai Government Fellowship; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2005 |