Subscribe Now Subscribe Today
Science Alert
 
Blue
   
Curve Top
Research Journal of Business Management
  Year: 2014 | Volume: 8 | Issue: 4 | Page No.: 464-473
DOI: 10.3923/rjbm.2014.464.473
 
Facebook Twitter Digg Reddit Linkedin StumbleUpon E-mail

Thailand’s Provincial Electricity Authority (PEA) Electronic Customer Relationship

Karn Choknumkij and Wanno Fongsuwan

Abstract:
This study is an analysis of Thailand’s Provincial Electricity Authority’s (PEA) use of Electronic Customer Resource Management (CRM) systems and how they affect PEA’s customers. The PEA operates as a government enterprise in the utility sector, having primary responsibilities which include power generation, procurement, distribution and sale of electricity to the public, businesses and the industrial sector. This currently includes 99.4% of Thailand, with a total of 74 of 77 provinces covering an area of 510,000 km2. Research methodologies used within this study include both quantitative and qualitative research. Quantitative is further qualified by the use of a survey given to 500 PEA executives. The Partial Least Square (PLS) technique, a form of structural equation modeling, is additionally used due to it being component-based rather than covariance-based. Additionally, qualitative research is supported by input from questionnaires from 10 key Thai PEA officials utilizing the purposive sampling approach. The results showed that two factors had an immediate and positive impact on customer satisfaction: There were Service Quality and E-CRM. Furthermore, there was also an immediate and positive impact on PEA Customer Satisfaction. A fact recognized by a hypothesis significance p≤0.01, respectively, with the results of qualitative research being consistent with the results of quantitative research. So, if the PEA has a good ECRM and Service Quality, organizational performance increases.
PDF Fulltext XML References Citation Report Citation
How to cite this article:

Karn Choknumkij and Wanno Fongsuwan, 2014. Thailand’s Provincial Electricity Authority (PEA) Electronic Customer Relationship. Research Journal of Business Management, 8: 464-473.

DOI: 10.3923/rjbm.2014.464.473

URL: https://scialert.net/abstract/?doi=rjbm.2014.464.473

COMMENT ON THIS PAPER
 
 
 

 

 
 
 
 
 
 
 
 
 

 
 
 
 
 

Curve Bottom