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Article:A Case Study of Concept Development of Service Quality Measurement System for Mobile Telecom Service Encounter in Thailand

by Teerapon Tanomsakyut, Natcha Thawesaengskulthai, Pongpun Anuntavoranich
journal cover thumbnail

International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Volume 9 - Number 11
Year of Publication: 2010
Authors: Teerapon Tanomsakyut, Natcha Thawesaengskulthai, Pongpun Anuntavoranich
10.5120/1427-1923

Teerapon Tanomsakyut, Natcha Thawesaengskulthai, Pongpun Anuntavoranich . Article:A Case Study of Concept Development of Service Quality Measurement System for Mobile Telecom Service Encounter in Thailand. International Journal of Computer Applications. 9, 11 ( November 2010), 33-37. DOI=10.5120/1427-1923

@article{ 10.5120/1427-1923,
author = { Teerapon Tanomsakyut, Natcha Thawesaengskulthai, Pongpun Anuntavoranich },
title = { Article:A Case Study of Concept Development of Service Quality Measurement System for Mobile Telecom Service Encounter in Thailand },
journal = { International Journal of Computer Applications },
issue_date = { November 2010 },
volume = { 9 },
number = { 11 },
month = { November },
year = { 2010 },
issn = { 0975-8887 },
pages = { 33-37 },
numpages = {9},
url = { https://ijcaonline.org/archives/volume9/number11/1427-1923/ },
doi = { 10.5120/1427-1923 },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
}
%0 Journal Article
%1 2024-02-06T19:58:21.442341+05:30
%A Teerapon Tanomsakyut
%A Natcha Thawesaengskulthai
%A Pongpun Anuntavoranich
%T Article:A Case Study of Concept Development of Service Quality Measurement System for Mobile Telecom Service Encounter in Thailand
%J International Journal of Computer Applications
%@ 0975-8887
%V 9
%N 11
%P 33-37
%D 2010
%I Foundation of Computer Science (FCS), NY, USA
Abstract

In this paper, we describe a case study of a concept development process of service quality measurement system for mobile telecom service encounter (SQM-ME system) in two main phase, which are product planning and concept development phase. The SQM-ME begins with market opportunity exploration. The identification of the user and buyer is concerned mainly with functional design as user requirements. Next, a systematic approach of product strategy development helps the developers to achieve we utilized strategic canvas, which is a critical diagnostic and action to create value innovation and selects appropriate technologies to meet customer needs. The planning activities mainly based on the assessment of secondary data. In the concept development phase, the idea generation session was employed and utilizes the concept of idea screening based on technology and market readiness. The result shows that the software as a service (SaaS) on cloud computing was selected for SQM-ME system and integrate with other technologies such as SMS technology, website design, queuing system, and mobile application. This paper shows the opportunity for future research in system and detail design for SQM-ME system.

References
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  5. Parasuraman, A., Zeithaml, V. and Berry, L. 1985. A Conceptual Model of Service Quality andits Implications for Future Research. Journal of Marketing, Vol. 49, Fall, pp. 41-50
  6. Berry, L. 1984. The Employee as Customer, in Services Marketing, Lovelock, C. (Ed.), American Marketing Association, Chicago, IL, pp. 242.
  7. Carlzon, J. (1987), Moments of Truth, Harper and Row, New York, NY
  8. Tanomsakyut and Thawesaengskulthai. 2010. A Delphi Study of Service quality measurement for mobile telecom industry, Cottbus, Germany
  9. Ulrich K.T. and Eppinger S.D. 1995. Product Design and Development, 4th edition, Irwin McGraw-Hill
  10. Aldowaisan, T.A. and Gaafar, L.K.1999. Business process reengineering: an approach for process mapping. Mechanical and Industrial Engineering Department
Index Terms

Computer Science
Information Sciences

Keywords

Service Quality Measurement Cloud Computing Software Service Measurement System Concept Development

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