Browsing by Subject "Customer services -- Quality control"
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ItemA 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 EconomicsThis 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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ItemCustomer 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 EconomicsToday, 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.
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ItemThe development and measurement of different service quality models(Assumption University, 2008) Sirion Chaipoopirutana ; Assumption University. Martin de Tours School of Management and EconomicsThis 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.
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ItemEnhancing 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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ItemThe 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 EconomicsService 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.
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