| Author | Patcharaporn Panwong |
| Call Number | AIT Thesis no.IM-07-18 |
| Subject(s) | Internet in public administration--Thailand
|
| Note | A thesis submitted in partial fulfillment of the requirements for the
degree of Master of Science in
Information Management, School of Engineering and Technology |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. IM-07-18 |
| Abstract | Complaint service systems are provided by numerous Thai governmental agencies through their web sites. These websites provide various channels for lodging a complaint such as web boards or electronic forms to be filled in online. In general, the complaints are handled manually, assigning people to read and summarize each complaint. This way of handling a huge amount of complaints in the form of raw data gets very cumbersome and time consuming because of which prompt decisions cannot be undertaken. Proper management leads to improvement in the productivity of work and reduction in the response time to handle the citizens' complaints. The "30 Bath Co-payment Scheme" of the Thai governmental policy related to health insurance of citizens is used as the case study and data source for this thesis. This study presents the prototype of an integrated complaint management system with important features like the grouping and ranking function. Besides, this system assigns a topic using the complaint ontology automatically to each complaint. This ontology is built to collect the existing categories and keywords. In addition, Simple Multi - Attribute Rating Technique (SMART) is used to rank main categories according to their pliorities and presents a daily report as the final output. Finally, the evaluation of this prototype system is conducted, and concludes that the three functions specified should be implemented as the basic features of a complaint management system |
| Year | 2007 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. IM-07-18 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Information and Communications Technologies (DICT) |
| Academic Program/FoS | Information Management (IM) |
| Chairperson(s) | Vatcharapom Esichaikul; |
| Examination Committee(s) | Guha, Sumanta;Janecek, Paul; |
| Scholarship Donor(s) | RTG Fellowship; |
| Degree | Thesis (M.Sc.) - Asian Institute of Technology, 2007 |