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Browsing by Subject "Customer services -- Quality control"

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  • Item
    A comparative study of Asian and Western customers' satisfaction with the service quality of Suvarnabhumi International Airport
    (Bangkok : Assumption University, 2008) Thidarath Chuenprasertsuk
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    A comparative study of Bangkok subway's expected and preceived service quality : a comparison between Thai and non-Thai customers
    (Assumption University, 2005) Heiniger, Daniel ; Sirion Chaipoopirutana, jt. auth. ; Assumption University. Martin de Tours School of Management and Economics
    This study examined Bangkok Subways expected and perceived service quality between Thai and non-Thai customers from either a European or North American country. Five dimensions of service quality including tangibles, reliability, responsiveness, assurance, and empathy as well as the demographic characteristics were analyzed. Data were collected from 396 respondents in 9 train stations. The analyses found that overall expectation is higher than perception at a similar level for Thai and non-Thai respondents. The demographic characteristics showed that a significant difference existed, especially in age, education and income.
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    A comparative study of customer perceived value as a driver for fine dining restaurant selection : a case of Thai consumers and expatriates
    (Bangkok : Assumption University, 2013) Warangrat Nitiwanakul ; Nucharee Supatn
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    A comparative study of perceived car after-sales service quality dimensions and brand loyalty to two car manufacturers in Bangkok, Thailand
    (Bangkok : Assumption University, 2010) Fiati, Andrew Edem
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    Customer perceived value, satisfaction, and behavioral intentions in the logistics industry : a case study of ABC Express Worldwide (Thailand) Co., Ltd.
    (Assumption University, 2012) Boonthida Ratanavilaikul ; Assumption University. Martin de Tours School of Management and Economics
    Today, customer satisfaction is a key driver of many favorable intentions and behaviors linked to increased profits, lower operating expenditures, and business success, making it the focal point of business operations. To achieve high level of customer satisfaction, perceived value has been introduced as a mean of creating a competitive edge over the competitors by incorporat~ng customers' needs and wants into strategic practices. The objectives of this research were to identify the key value dimensions consisting of service quality, price and time & effort that act as the significant antecedents of customer satisfaction, and also to trace the resulting consequences of satisfaction in the forms of intentions to repurchase and to engage in positive referrals towards the firm as reflections for customer retention and new business acquisition. The research samples were 403 medium-sized customers of ABC Co., Ltd. from total population of 2,818 customers. A self-administered questionnaire was used as a mean for data collection. The data was gathered via phone interviews and emails during January 15, 2012 to February 29, 2012. SPSS was applied to analyze the relationships among the hypothesized variables. The findings suggested four dimensions of service quality (availability, reliability, completeness, and professionalism) and monetary price to be significant predictors of customer satisfaction. In addition, the sig- nificant influences of customer satisfaction on repurchase intention and word-of-mouth have been confirmed. The research results have provided implications for service providers to understand and deliver the right value to the customers, and then become successful as existing customers could be retained and new business opportunities could be attracted.
  • Item
    Customer satisfaction for service quality of the Bangkok International Airport
    (Assumption University, 2005) Kwankaew Tirasirichai
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    Customers' expectations and perceptions of service quality in a car repair business : a case study of 148 Theparak Co., Ltd
    (Assumption University, 2007) Nisa Jaroenkajornkit ; Patricia Arttachariya
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    Customers' perception toward service quality : a case study of the Computer Laboratory of Graduate Schools, Assumption University
    (Assumption University, 2003) Supatchara Snitwong
  • Item
    The development and measurement of different service quality models
    (Assumption University, 2008) Sirion Chaipoopirutana ; Assumption University. Martin de Tours School of Management and Economics
    This article outlines the development of service quality models. from the earlier Nordic model, the Gaps model, SERVQUAL and SER VP ERF models. to the most recent, the service quality of int em et search engines (adapted from SERVQUAL), and perceptions of educational service quality (adapted from SERVPERF). The author presents and discusses the basis of development of each service model, service quality structures, and element of each service industry. Finally, the implications for service quality model improvement and further research are discussed.
  • Item
    The effect of logistic service quality on customer satisfaction and repurchase intention : a case of a contruction fittings trading company
    (Bangkok : Assumption University, 2014) Malinee Leedee ; Nucharee Supatn
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    Effects of customer relationship management on customer satisfaction : a case study of Swedish Motors Corporation PCL
    (Assumption University, 2005) Pongsuwat Sakdavisarak
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    Enhancing service quality: a case study of office of HRM, an International University, Bangkok
    (Bangkok : Assumption University, 2015) Chutima Charuwitayanan ; Fernando, Maria Socorro Cristina L.
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    The impact of service quality on customer satisfaction : a case of Sharp Thebnakorn's Service Center
    (Assumption University, 2006) Christsama Dankhunpolchai ; Sathima Patomviriyavong
  • Item
    The importance-performance analysis of service quality in administrative departments of private universities in Thailand
    (Assumption University, 2004) Krisana Kitcharoen ; Assumption University. Martin de Tours School of Management and Economics
    Service quality is one of key success factors that lead an organization to success in this era of privatization. To be a service leader is very important in all industries, including education. It is very critical that private universities offer quality services to students. The competition among educational institutions in both the state and private sector in Thailand is intense. Therefore, improving the service quality in private universities is one of the strategies to increase their sustainable competitive advantage. In this paper, a modified Importance-Performance Analysis (IPA) model was constructed on the basis of comparing perceived per/ ormance and the importance of each service attribute of the five dimensions of the SER VQUAL model.
  • Item
    The initial impact of ODI on quality service, user behavior and communication : a case study of infirmary department of Saint Gabriel's College
    (Assumption University, 2010) Jidapa Chimmuang ; Tayko, Perla Rizalina M.
  • Item
    An investigation of visitor's satisfaction based on service quality dimensions at the national discovery museum institute : a case study of the Museum of Siam, Bangkok, Thailand
    (Assumption University, 2009) Piyanut Seetue
  • Item
    Literature review : service quality in educational institutions
    (Assumption University, 2004) Krisana Kitcharoen ; Assumption University. Office of the Vice President for Advancement. Public Relations Department
  • Item
    A model of customer retention : a case of a contruction fittings company
    (Bangkok : Assumption University, 2014) Kanaporn Sirisoontaropas ; Nucharee Supatn
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    The relationship between perceived service quality, switching costs, customer satisfaction, and customer loyalty : a case study of Terakit Group in Bangkok
    (Assumption University, 2009) Naruemit Jaroensrisomboon
  • Item
    The relationship between service quality and student satisfaction in higher education sector : a case study on the undergraduate sector of Xiamen University of China
    (Assumption University, 2009) Qi, Huang

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