Sripatum University

About: Sripatum University is a education organization based out in Bangkok, Thailand. It is known for research contribution in the topics: Cache & The Internet. The organization has 171 authors who have published 207 publications receiving 1993 citations.

Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage

Abstract: The objectives of this paper are to provide an overview of service quality and discuss its potential for offering a competitive advantage; to test several research propositions concerning service quality in the Thai telecommunications industry; and to offer managerial implications of the study’s findings and provide directions for future research. The results indicated that perceptions and expectations of service quality level showed no significant difference. A post hoc analysis found that the telecommunication industry received excellent ratings on tangibles, particularly customer service staff’s dress, and low ratings on empathy, particularly service providers’ interest differences. Tangibles are an aspect of service quality that is extremely important to the Thai telecommunication customer. This study provides evidence supporting the proposition that consumers distinguish between the performance cues of customer‐contact employee groups. Service delivery systems should create positive moments of truth by ensuring that the point of customers’ contact is reduced to a minimum.

The impact of total quality management on supply chain management and firm's supply performance

Abstract: This research investigates the relationships among total quality management practices (TQMP), supply chain management practices (SCMP) and firm's supply performance (FSP) in the automotive industry in Thailand. The measurement instruments for SCMP, TQMP and FSP were developed based on an extensive literature review and verified by experts, pilot test and various statistical techniques to ensure reliability and validity in structural equation modeling constructs. The hypothesized model was tested through a path analysis. Qualitative case studies of two large first-tier automotive suppliers were conducted to obtain more in-depth information. We found that the set of SCMP, TQMP and FSP measures are reliable and valid for Thailand's automotive industry. TQMP not only has a significant direct positive impact on SCMP and on FSP but also a significant indirect positive impact on FSP through SCMP.

Measuring the impact of restructuring and country-specific factors on the efficiency of post-crisis East Asian banking systems: Integrating DEA with SFA

Abstract: This paper investigates the relationship between post-crisis bank restructuring, country-specific conditions and bank efficiency in Asian countries from 1997 to 2001 using an approach that integrates data envelopment analysis and stochastic frontier analysis. We focus on restructuring measures related to bank ownership. The results indicate that although domestic mergers produce more efficient banks, overall, restructuring does not lead to more efficient banking systems. Banking system inefficiencies are mostly attributed to country-specific conditions, particularly, high interest rates, concentrated markets and economic development.