STRATEGIES FOR IMPROVING THE QUALITY OF CUSTOMER SERVICE IN THE NEW NORMAL OF OPERATIONS DEPARTMENT, ELECTRICITY DU LAOS

Abstract

The objectives of this article were to 1) study the problems in the Quality of Customer Service in the New Normal of the Operations Department, Electricity Du Laos, and 2) to formulate Strategies for Improving the Quality of Customer Service in the New Normal of Operations Department, Electricity Du Laos, Mixed qualitative and quantitative research. Phase 1 to study the problems in the Quality of Customer Service in the New Normal of Operations Department, Electricity Du Laos, Uses research The target group was15 experts, and the sample group was determined to be 384 people, research tools include semi-structured interviews and questionnaires, analyzing the content data and using statistics, frequency, percentage, mean and standard deviation. Phase 2 Formulate Strategies for Improving the Quality of Customer Service in the New Normal of the Operations Department, Electricity Du Laos used by organizing a workshop. Target groups include 15 and 30 experts, confirming the development strategy's suitability and feasibility. The research tools were suitability and feasibility assessment forms. To analyze data using statistics, frequency, percentage, mean and standard deviation. Research results. The problems in the Quality of Customer Service in the New Normal of Operations Department, Electricity Du Laos, showed that the overall average rating was moderate. Regarding individual aspects, reliability ranked first, followed by understanding the customer, empathy towards customers, responsiveness, and tangibles in that order, and The formulation of strategies for improving customer service quality at Vientiane Metropolitan Electricity Operations, EDL, The five main strategies 35 activity were: Strategy 1: Enhance the reliability of services 6 activity. Strategy 2: Improve understanding of and knowledge about the customer's 7 activities. Strategy 3: Develop empathetic and effective customer care 6 activity. Strategy 4: Enhance responsiveness to customer needs 6 activities. Strategy 5: Improve tangible or concrete aspects of customer service 11 activity. The model passed the evaluation criteria, with all aspects scoring an average of 3.51 or higher.