| Author | Marie Rodploy |
| Note | A company project submitted in partial fulfillment of the requirements for the
degree of Master of Management of Technology and International Business, School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their business. The study purpose is to identify which areas that is best predictor of service quality, in term of improvement customer satisfaction. This was achieved through performing a theoretical and empirical study.
The empirical study comprised of 407 questionnaires with respondents opinions and views from their TOT Fault Service experiences. This was achieved through an examination of the dimensions in relation to service quality, by extending the SERQUAL (Parasuraman et al;1985) which its role in the analysis of the difference between customer expectations and perceptions.
Key findings of the study are that service quality is represented by three dimensions which related to Tangibles, Reliability and Responsiveness. |
| Year | 2008 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Do Ba Khang |
| Examination Committee(s) | Sunaunta Siengthai;Donyaprueth Krairith |
| Scholarship Donor(s) | TOT Public Company Limited |