EXAMINING THE RELATIONSHIP BETWEEN JOB QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER CONTACT CENTERS: A CASE STUDY IN HANOI, VIETNAM.

EXAMINING THE RELATIONSHIP BETWEEN JOB QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER CONTACT CENTERS: A CASE STUDY IN HANOI, VIETNAM.

段梅鸞(Doan Mai Loan)

指導教授 ： 鄧穎懋 ； 李秀玲

義守大學/管理學院/企業管理學系/碩士(2021年)

摘要

None

關鍵字

None

並列摘要

The main goal of this research is to estimate the effect of the job quality of Customer Contact Center employees on the customer satisfaction of VinaFone, MobiFone, and Viettel. The literature shows that there is a relationship between job quality and customer satisfaction. The research becomes significant because it is not only related to the supervisors, managers, employees but also the customers and the important part of Customer Contact Center (CCC). The research that was conducted by questionnaires comprising closed-ended questions. To complete the objectives of this research, data were collected from employees with a total of 300 samples. These respondents were selected by employing a convenience sampling method. The data collected from the questionnaires were then analyzed by using Statistical tools such as mean, correlation, simple regression analysis, and standard deviation. The results of this research suggests that CCC's job quality has an indirect effect on customer satisfaction through CCC representative employees' job satisfaction and the perception of the customer's service quality. Based on the findings of the study, the researcher recommends that the management of CCC should understand the specific phenomenon of job quality, while making more efforts to improve the job quality in CCC.

並列關鍵字

job quality ； customer satisfaction ； customer contact center

參考文獻

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