Evaluation of Efficiency and Satisfaction of Using the National Single Window System: A Case Study of ABC Company

Abstract

This article aimed to study 1) examine the operational practices involving the National Single Window (NSW) system among employees in the Supply Chain Management Department of ABC Company, and 2) evaluate the efficiency and user satisfaction regarding the use of the NSW system by employees at the company’s headquarters in Pathum Thani Province. The research employed a semi-structured interview method with eight key informants and conducted content analysis based on research questions. The findings revealed that employees widely utilize the NSW system in various import–export processes, such as applying for import licenses, issuing certificates of origin, and booking shipments. The system helps reduce data redundancy, increase accuracy, and improve processing speed. Moreover, NSW plays a vital role in enhancing logistics management efficiency by supporting accurate data entry and real-time coordination of shipping activities. The NSW system was found to significantly improve the overall performance of the Supply Chain Management Department, particularly in terms of speed, precision, and data security. However, limitations were identified, especially regarding system stability and data integration between related agencies. These issues suggest the need for ongoing system improvements. In terms of user satisfaction, the study found a high level of satisfaction among employees. They particularly appreciated the system’s convenience, time and cost savings, as well as its ability to track document status in real-time. Furthermore, most users expressed strong trust in the system’s data security measures, which are overseen by government agencies adhering to international standards.