Service satisfaction through external knowledge management
by Kongkiti Phusavat, Pornthep Anussornnitisarn, Vunnaporn Devahastin-Suthapreda, Piyasurang Kuljittiprasit, Poomporn Thamsatitdej
International Journal of Services and Standards (IJSS), Vol. 4, No. 2, 2008

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.

Online publication date: Fri, 11-Jan-2008

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