AI SearchAssessment and improvement of service quality : (Record no. 8931)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03315nas a2200349 a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260817163506.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 220404s2001 th uu m rtt 0| a1eng d |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | .b12383399 |
| 099 #9 - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | AIT RSPR no.ESM-01-09 |
| 100 0# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Asa Sattayut |
| 245 10 - TITLE STATEMENT | |
| Title | Assessment and improvement of service quality : |
| Remainder of title | a case study of the telephone organization of Thailand (TOT) |
| 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. | 2001 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 52 leaves : |
| Other physical details | ill. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Research studies project report ; |
| Volume/sequential designation | no. ESM-01-09 |
| 500 ## - GENERAL NOTE | |
| General note | A research study submitted in partial fulfillment of the requirements for the degree of Master in Business Administration (Executive MBA Program) |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The trend toward the deregulation and liberalization of telecommunication industry is a key factor to drive the telecommunication industry change rapidly in the modern world. In addition, the telecommunications industry become more complex and global competition becomes more intense. This research study tried to identify the areas of problems in services to TOT. To improve the service quality to sustain the competitive advantage of TOT, this research used the service quality measurement, SERVQUAL model, for identifying the areas of problems. This research discovered many problems such as marketing and customer service system, service personnel and technology capabilities which will be critical weakness in the intensive competitive starting in 2006. TOT's performance shows weakness in marketing strategy, operational of service personnel and technology capabilities. The framework refers to the framework for achieving the overall of research objectives. The framework consist of 6 key parts : (1) telecommunication industry environment that impact on the service (2) the overview organization of TOT and TOT's service (3) the service quality problems of the 40 corporate customers in TOTs' service, (4) the service quality measurement for service quality improvement in TOTs'service by using the SERVQUAL model, (5) the marketing strategy option for increasing the service quality, and (6) the set of conclusion and recommendation for increasing the service quality competencies to TOT. Finally, this research study recommended appropriate strategic direction to solve the problems in service quality. Apart from efforts to developing the promotion and marketing, service culture and service creation. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Telephone companies |
| General subdivision | Customer services |
| Geographic subdivision | Thailand |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Telephone |
| Geographic subdivision | Thailand |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Paul, Himangshu, |
| Relator term | Chairperson |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bechter, Clemens, |
| Relator term | Examination Committee |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Johri, Lalit M., |
| Relator term | Examination Committee |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Telephone Organization of Thaialnd, |
| 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 | Research studies project report ; |
| Volume/sequential designation | no. ESM-01-09 |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b12383399 |
| b | mnait |
| c | m |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) | |
| a | 231005 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| Operator's initials, OID (RLIN) | 0 |
| Cataloger's initials, CIN (RLIN) | 220404 |
| First date, FD (RLIN) | m |
| -- | a |
| -- | m |
| -- | 0 |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| l | mnait |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | 20-AIT Publication |
| 909 ## - LOCAL ITEMS USED | |
| Barcode | Barcode : 30050211017354 |
| CREATED | CREATED : 2022-04-04 |
| RECORD Id | RECORD # : i13376068 |
| LPATRON | LPATRON : 0 |
| LCHKIN | LCHKIN : - |
| RENEWALS | # RENEWALS : 0 |
| -- | # OVERDUE : 0 |
| -- | IUSE3 : 0 |
| -- | TOT CHKOUT : 0 |
| -- | TOT RENEW : 0 |
| Withdrawn status | Lost status | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Total checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | AIT Publications | 17/08/2026 | 50.00 | AIT RSPR no.ESM-01-09 | 30050211017354 | 17/08/2026 | 1 | 17/08/2026 | 20-AIT Publication |