Learning and preparing for Thailand Quality Award: Customer satisfaction analysis

Kongkiti Phusavat, Pornthep Anussornnitisarn, Sarocha Lopakulkiat, Alain Y.L. Chong

Research output: Journal PublicationArticlepeer-review


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.

Original languageEnglish
Pages (from-to)236-249
Number of pages14
JournalInternational Journal of Electronic Customer Relationship Management
Issue number3-4
Publication statusPublished - Jan 2011
Externally publishedYes


  • Knowledge management
  • Management system
  • Performance measurement and analysis
  • Thailand

ASJC Scopus subject areas

  • General Business,Management and Accounting


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