| Author | Sineenart Thongsaphak |
| Call Number | AIT RSPR no. SM-96-9 |
| Subject(s) | Postal service--Automation
|
| Note | A Research Study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration. |
| Publisher | Asian Institute of Technology |
| Abstract | Technology is an important tool for gaining competitive advantage in today's business environment. This is true not only for the manufacturing sector but also for the service sector. Postal services business is a service which is currently introducing advanced technology as a means to provide better services to its customers in order to gain more income, meet their demand and provide satisfaction. This research study is an attempt to develop a framework for examining how technological intervention can be used to improve service delivery. A conceptual framework to describe the service delivery process is first developed. Special attention is paid to identify the interfaces and activities where technological interventions may be used to improve service delivery. The framework is illustrated using the case of postal services in Thailand, Japan, and Singapore. The study shows that technology is used more proactively in Japan and Singapore to improve the quality of service in the postal sector. Based on these findings some suggestions are made to improve the quality of postal services in Thailand through technological interventions. |
| Year | 1996 |
| 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) | Ramanathan, K.; |
| Examination Committee(s) | Gupta, Jyoti P.;Tang, John C.S.,|eExamination Committee |
| Scholarship Donor(s) | The Communications Authority of Thailand (CAT).; |
| Degree | Research studies project report ; no. SM-96-9 |