Title: Learning and preparing for Thailand Quality Award: customer satisfaction analysis

Authors: Kongkiti Phusavat; Pornthep Anussornnitisarn; Sarocha Lopakulkiat; Alain Y.L. Chong

Addresses: Center for Advanced Studies of Industrial Technology; Department of Industrial Engineering, Kasetsart University, Bangkean, Bangkok 10900, Thailand. ' Center for Advanced Studies of Industrial Technology; Department of Industrial Engineering, Kasetsart University, Bangkean, Bangkok 10900, Thailand. ' Center for Advanced Studies of Industrial Technology; Department of Industrial Engineering, Kasetsart University, Bangkean, Bangkok 10900, Thailand. ' Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, 6/F, Chan Sui Wai Building, Hung Hom, Hong Kong

Abstract: The study is part of Trane Thailand's preparation for the Thailand quality award application. A management system is a critical component as it deals with the process relating to performance measurement, analysis, and knowledge management. Despite the ongoing of this process at Trane Thailand, the company cannot overlook the need to assess and evaluate the suitability of its current performance measurement. The use of the correlation analysis and the consideration into the time-lag effects are applied to look at the usefulness of its customer-satisfaction survey. Only four out of the 11 customer-satisfaction aspects have significantly related to the desirable outcomes when achieving the high level of satisfaction. Finally, this study helps revise and improve the contents of the company's customer satisfaction survey. This is essential for its award preparation.

Keywords: management systems; performance measurement; performance analysis; knowledge management; Thailand quality award; quality awards; customer satisfaction; quality management.

DOI: 10.1504/IJECRM.2011.044689

International Journal of Electronic Customer Relationship Management, 2011 Vol.5 No.3/4, pp.236 - 249

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 31 Dec 2011 *

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