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An integrated complaint management system for Thai E-government

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dc.contributor.advisor Dr. Vatcharaporn Esichaikul (Chairperson) en_US
dc.contributor.advisor Dr. Sumanta Guha (Member) en_US
dc.contributor.advisor Dr. Paul Janecek (Member) en_US
dc.contributor.author Patcharaporn Panwong en_US
dc.date.accessioned 2015-01-12T10:45:43Z
dc.date.available 2015-01-12T10:45:43Z
dc.date.issued 2007 en_US
dc.identifier.other AIT Thesis no.IM-07-18 en_US
dc.identifier.uri http://www.cs.ait.ac.th/xmlui/handle/123456789/594
dc.description 69 p. en_US
dc.description.abstract Complaint service systems are provided by numerous Thai governmental agencies through their websites. These websites provide various channels for lodging a complaint such as web boards or electronic forms to be filled in online. In general, the complaints are handled manually, assigning people to read and summarize each complaint. This way of handling a huge amount of complaints in the form of raw data gets very cumbersome and time consuming because of which prompt decisions cannot be undertaken. Proper management leads to improvement in the productivity of work and reduction in the response time to handle the citizens’ complaints. The “30 Bath Co-payment Scheme” of the Thai governmental policy related to health insurance of citizens is used as the case study and data source for this thesis. This study presents the prototype of an integrated complaint management system with important features like the grouping and ranking function. Besides, this system assigns a topic using the complaint ontology automatically to each complaint. This ontology is built to collect the existing categories and keywords. In addition, Simple Multi – Attribute Rating Technique (SMART) is used to rank main categories according to their priorities and presents a daily report as the final output. Finally, the evaluation of this prototype system is conducted, and concludes that the three functions specified should be implemented as the basic features of a complaint management system. en_US
dc.description.sponsorship RTG Fellowship en_US
dc.language.iso en en_US
dc.publisher Asian Institute of Technology en_US
dc.relation.ispartofseries AIT Publications; en_US
dc.subject E-government en_US
dc.subject Complaint service systems en_US
dc.subject Simple Multi – Attribute Rating Technique en_US
dc.title An integrated complaint management system for Thai E-government en_US
dc.type Thesis en_US


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