Title: Service satisfaction through external knowledge management

Authors: Kongkiti Phusavat, Pornthep Anussornnitisarn, Vunnaporn Devahastin-Suthapreda, Piyasurang Kuljittiprasit, Poomporn Thamsatitdej

Addresses: Department of Industrial Engineering, International Graduate Program in Industrial Engineering, Kasetsart University, Bangkok 10900, Thailand. ' Department of Industrial Engineering, International Graduate, Program in Industrial Engineering, Kasetsart University, Bangkok 10900, Thailand. ' Office of the Public Sector Development Commission, The Royal Thai Government, Bangkok 10300, Thailand. ' Office of the Public Sector Development Commission, The Royal Thai Government, Bangkok 10300, Thailand. ' Office of the Public Sector Development Commission, The Royal Thai Government, Bangkok 10300, Thailand

Abstract: Service improvement represents one of the primary goals for public-sector reforms in several countries. This paper demonstrates an in-depth analysis into one Thai public agency. In this example, the Nakhon Pathom City District or the NPCD has experienced high satisfaction levels from citizens of more than 90% in terms of accessibility, atmosphere, etc. Importantly, the NPCD has not requested additional funds to help sustain service operations despite increasing demands from residents and nonresidents. Instead, the district chief has applied Knowledge Management (KM), initiated and supported by the Office of the Public Sector Development Commission (OPDC). The Kasetsart University and the OPDC or the KU-OPDC research team illustrates many useful examples, including home-delivery services (similar to pizza-delivery services) and retail banking (e.g., opening the branch in the supermarkets or shopping malls). This study also demonstrates other important viewpoints such as the citizen-centred approach and win-win attitude when striving for service improvement.

Keywords: service satisfaction; knowledge management; KM; Thailand; service improvement; public sector reforms; home delivery services; retail banking; citizen-centred approach; services.

DOI: 10.1504/IJSS.2008.016632

International Journal of Services and Standards, 2008 Vol.4 No.2, pp.182 - 193

Published online: 11 Jan 2008 *

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