The Effects of Call Center Service quality on Customer''s Satisfaction and Customer''s Loyalty -The Case of A System Integration Company

• Main Authors: Meng-Shan Tseng, 曾夢珊
• Other Authors: Tieh-Chun Chang
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/77w77x

碩士 === 朝陽科技大學 === 企業管理系碩士班 === 94 === This study focuses on the effects of A System Integration Company’s Call Center service quality on customer’s satisfaction and customer’s loyalty. The enterprise can sustain operation if it develops customer centric organization to enhance customer satisfaction and customer loyalty for first priority. And seventy percentage of the interaction between enterprise and customer was achieved by customer call center. Therefore, it is an important topic to discuss the call center system and its service quality to get customer satisfaction and customer loyalty. This study takes A System Integration Company as an example. Totally, 400 questionnaires had been sent out and returned 350 valid questionnaires. The returned valid rate is 87.5%.In the study, research methods include descriptive statistics analysis, reliability analysis, factor analysis, Pearson relative analysis, single factor of analysis of variance, regression analysis and SPSS for Windows is used as analysis tool. This study has several conclusions as follows: 一、All constructs of service quality positively influence specialized quality and good service attitude of customer satisfaction. 二、In construct of service quality sense, “the prompt service meets individualized demand”, and “providing correct and uniform service at the right moment appropriately” positively influence the system company to be able to provide omni-directional services. 三、All constructs of service quality positively influence the intention of repurchase and derivatives under willingness to pay of customer loyalty. 四、In construct of service quality, “the prompt service meets individualized demand”, and “providing correct and uniform service at the right moment appropriately” positively influences willingness to recommend other people to use under reasonable price. 五、Different customer industry has significant relationships with willingness to recommend other people to use under reasonable price. 六、The different management history has significant relationships with the specialized quality of call center, and so does with well service attitude.