Journal of Supply Chain Management: Research & Practice Vol. 12, No. 1 (June 2018)

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    Customer satisfaction and word of mouth towards online taxi providers: a case study of Grab and Uber
    (Assumption University Press, 2018) Chatbongkot Cheewathanakornkul ; Chanita Jiratchot
    The first objective of this research is to analyze the main factors influencing customer satisfaction,including service quality, self-service technology,and price. Without any one of these factors, the customers might not fully be satisfied with the services of the online taxi providers who are the focus of this case study. The second objective is to examine the relationship between customer satisfaction and word of mouth perceptions. Yamane’s theory is used to determine the sample size. Reliability and Factor Analysis have been tested. The results found are based on a questionnaire,the respondents being GRAB and UBER taxi users who live in Bangkok and provinces nearby. The research hypotheses are related to factors that would lead to Satisfaction and Word of Mouth, and include demographics.The two companies should focus on these satisfaction factors to increase their service quality. The younger customers tend to perceive Assurance and Self Service Technology as higher than do the other age groups. However, the companies should also focus on the older generation of customers which perceive less satisfaction than the younger customers. Also, these companies should focus more on customers who pay by cash,as this group perceive satisfaction lower than customers who pay by credit card or other methods such as Grab Pay.Moreover, the companies should use safety as their strength,because younger customers and customers who use the service at night,perceive the highest satisfaction. The platform of digital
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    An application of value stream mapping to improve purchase order process 
    (Assumption University Press, 2018) Phasinee Chuensunk ; Piyawan Puttibarncharoensri ; Yenrudee Tantisiriphaiboon
    This research is about an electricity generating company whose long lead time in its procurement process for spare parts after breakdowns caused internal customer complaints. The focus firm, Allied Generating Company (AGCo), is in a sensitive industry, that of supplying electricity to provincial and national grids in Thailand. Therefore, the procurement problem is a threat to the nation’s economy as well as to the reputation of the AGCo firm. To solve this embarrassing problem, this research applied the Value Stream Mapping (VSM) Lean methodology to identify and remove ‘wastes’ so as to reduce lead time delays and improve the procurement process.It was found that the problem originated in the Procurement Department’spurchase order process. Historical data for a one-year period found that the actual lead time was 26% higher than the standard set time. Of the three bidding methods by which suppliers could tender their bids, the Written Bidding method had the highest number of purchase order delays, 54% of its 151 bids. The average actual processing time of this method was 50.5 days, compared with the set standard of 15 days. The major cause of delays was communication waste in confirming specifications and conditions, and seeking bids from too many suppliers. Work plans were redesigned to eliminate this waste and improve the purchase order process, thus achieving the standard time. Continuous performance monitoring was also begun, with KPI standards.
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    Factors affecting patient satisfaction in public Hospitals in Bangkok
    (Assumption University Press, 2018) Aunthikarn Sudjai ; Chanita Jiratchot
    Customer satisfaction is an important parameter for assessing the quality of patient services. There is a need to assess public hospitals because they are important providers of services to patients, whose satisfaction is important. This study examined the relationship between service quality and the resultant customer satisfaction as experienced by patients. This led to an examination of the relationship between that satisfaction and patient loyalty. The research methodology consisted of a quantitative analysis where the SAS program was used for analyzing data from a questionnaire survey,using Multiple Regression Analysis, Independent Sample T-Test and One-Way Anova. The survey involved 484 respondents who were out-patients in six Bangkok hospitals.The result showed that service quality and its eight aspects did have a relationship which produced a significant effect on patient satisfaction. The research finding showed that the most important factors of customer satisfaction were perceived price fairness and waiting time.The analysis also revealed that seven demographic factors, such as gender and age, acted as moderating variables which had an effect on customer satisfaction. The majority of the patients were female between 26 –35 years who emphasized perceived price fairness, waiting time, service personnel behavior (service quality) and personnel communication.The return to a hospital for treatment was dependent on the medical service quality, the cost of medical treatment,and the waiting time. The findings of this research recommended that public hospitals should enhance customer satisfaction, and could improve the service even further, especially in terms of communicating to staff the need for faster service to reduce waiting time.