000			03315nas a2200349 a 4500
005			20260817163506.0
008			220404s2001 th uu m rtt 0| a1eng d
035			_a.b12383399
099		9	_aAIT RSPR no.ESM-01-09
100	0		_aAsa Sattayut
245	1	0	_aAssessment and improvement of service quality : _ba case study of the telephone organization of Thailand (TOT)
260			_aPathum Thani, Thailand : _bAsian Institute of Technology, _c2001
300			_a52 leaves : _bill.
490	1		_aResearch studies project report ; _vno. ESM-01-09
500			_aA research study submitted in partial fulfillment of the requirements for the degree of Master in Business Administration (Executive MBA Program)
502			_aResearch Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001
520			_aThe 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	_aTelephone companies _xCustomer services _zThailand
650		0	_aTelephone _zThailand
700	1		_aPaul, Himangshu, _eChairperson
700	1		_aBechter, Clemens, _eExamination Committee
700	1		_aJohri, Lalit M., _eExamination Committee
710	2		_aTelephone Organization of Thaialnd, _eScholarship Donor
810	2		_aAsian Institute of Technology. _tResearch studies project report ; _vno. ESM-01-09
907			_a.b12383399 _bmnait _cm
902			_a231005
998			_b0 _c220404 _dm _ea _fm _g0
945			_lmnait
942			_c20
909			_aBarcode : 30050211017354 _bCREATED : 2022-04-04 _cRECORD # : i13376068 _dLPATRON : 0 _eLCHKIN : - _f# RENEWALS : 0 _g# OVERDUE : 0 _hIUSE3 : 0 _iTOT CHKOUT : 0 _jTOT RENEW : 0
999			_c8931 _d8931