AI SearchEnhancing digital self-service funcions in the True app (Record no. 38440)
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| fixed length control field | 03307nas a2200373 a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260818100104.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 260224s20259999th u ms t 000 eng d |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | .b12479251 |
| 099 #9 - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | AIT ISPR IM no.25-02 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Pirunnut Leelamian |
| 245 10 - TITLE STATEMENT | |
| Title | Enhancing digital self-service funcions in the True app |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Pathum Thani, Thailand : |
| Name of publisher, distributor, etc. | Asian Institute of Technology, |
| Date of publication, distribution, etc. | 2025 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 75 leaves : |
| Other physical details | ill.+ |
| Accompanying material | 1 online resource |
| 490 1# - SERIES STATEMENT | |
| Series statement | Internship Report ; |
| Volume/sequential designation | no. IM-25-02 |
| 500 ## - GENERAL NOTE | |
| General note | An Internship Study submitted in partial fulfillment of the requirements for the degree of Master of Science in Information Management |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Internship Report (M. Sc.) - Asian Institute of Technology, 2025 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | This final internship report presents an end-to-end customer experience (CX) transformation study for the True App, focusing on identifying critical service gaps and converting them into actionable Feature Requirement Documents (FRDs) to support the organization{u2019}s digital self-service roadmap. The project scope focuses on two core components: (1) a comprehensive gap analysis based on customer pain points, and (2) the development of a 10-FRD portfolio addressing the highest-impact improvement opportunities. The study adopted a mixed-method qualitative approach, including 12 intercept interviews across three age groups and gap scoring across seven high-volume service categories. Key findings reveal that digital literacy significantly influences adoption, with older users showing low awareness, low trust, and reliance on physical channels. Gap analysis identified five persistent issues across the True App: functional incompleteness, limited feature awareness, inconsistent policies between channels, complex navigation, and insufficient data tracking. To address these gaps, the report delivers a structured Gap-to-FRD framework, producing 10 prioritized FRDs covering network status transparency, diagnostic tools, unified package flows, simple add-on flows, device troubleshooting, eSIM activation, and complaint automation. These FRDs collectively serve as the foundation for a scalable CX transformation roadmap and offer design principles for enhancing usability, trust, and operational efficiency. The report concludes with recommendations for the True App{u2019}s future roadmap, including guided onboarding, real-time visibility features, simplified journeys, and a CX analytics dashboard for continuous monitoring. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Mobile apps |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Application software |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Gap analysis (Planning) |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Chutiporn Anutariya, |
| Relator term | Chairperson |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Vatcharaporn Esichaikul, |
| Relator term | Examination Committee |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Sein Minn, |
| Relator term | Examination Committee |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | AIT Scholarship, |
| Relator term | Scholarship Donor |
| 810 2# - SERIES ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Asian Institute of Technology. |
| Title of a work | Internship Report ; |
| Volume/sequential designation | no. IM-25-02 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Full-Text |
| Uniform Resource Identifier | <a href="http://203.159.5.9/ait-thesis/Viewer/viewer.php?id=B23624">http://203.159.5.9/ait-thesis/Viewer/viewer.php?id=B23624</a> |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b12479251 |
| b | mnarc |
| c | a |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) | |
| a | 260303 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| Operator's initials, OID (RLIN) | 0 |
| Cataloger's initials, CIN (RLIN) | 260302 |
| First date, FD (RLIN) | m |
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| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| l | mnarc |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | 67-Electronic Resource |
| 909 ## - LOCAL ITEMS USED | |
| Barcode | Barcode : - |
| CREATED | CREATED : 2026-02-24 |
| RECORD Id | RECORD # : i13576239 |
| LPATRON | LPATRON : 0 |
| LCHKIN | LCHKIN : - |
| RENEWALS | # RENEWALS : 0 |
| -- | # OVERDUE : 0 |
| -- | IUSE3 : 0 |
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| Withdrawn status | Lost status | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total checkouts | Full call number | Date last seen | Copy number | Price effective from | Koha item type |
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| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | Archives | 18/08/2026 | AIT ISPR IM no.25-02 | 18/08/2026 | 1 | 18/08/2026 | 67-Electronic Resource |