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ID:31964670
大小:2.00 MB
页数:54页
时间:2019-01-29
《呼叫中心服务质量评价分析——以c公司为例》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、AbstractTheCallCenterhasbeenusedsincethirtyyearsago.Nowwiththedevelopingofthecallcentertheory,especiallyintherecentdecade.theCallCenterhasquicklydevelopedintoanewrisingindustryinbothdomestICandabroad.TherapiddevelopmentofCallCenterhasalsobroughtaseriesofquestionssucha
2、sabsenceofservicemindset,cannotcatchupthenewserviceconcept,whichcanbecauterizedasservicequalityproblem.TheservicequalityofCallCenterhasbecomeakevfactorwhenfacingcompetition.HowtomeasureandevaluatetheCallCenterservicequalityandfindoutthekeypointsofimprovingservicequal1
3、tyaretheessentialcontentsofcal1centerservicequalitvmanagement.Atpresent,theevaluationstudyofCallcenterservicequalitvismostlyqualitativeresearchandthereisonlyveryfewquantitativeresearch.Thisthesisisbasedonthestudyofalargenumberofliteraturesfromdomesticandabroadanddeter
4、minedtousetheservicequal1tygaptheoryandtheevaluationofSERVQUALmodelasthestudvbasis·Basedontheanalysisofcallcenterproperties,theca儿centerevaluatlonmatrixhasbeensetup,whichinclude5elementsasTangibles.Reliability,Responsiveness,Assurance,andEmpathyaswellas23evaluationite
5、ms.ThethesisintroducearealcasestudyofcompanyC.Basedonthedesignofthequestionnaireform,theinvestigationhappenedbyCOllectlngquestionnaireformbye-mailandallacquireddataareanalyzedbySPSSsoftwarewhichincludesamplesofmathematicaldescription,reliabilityandvaliditytesting,fact
6、oranalysis,regressionanalysis,T-test,etc.Accordingtothestatisticalanalysisandotheranalyticalmethodsresults,itisshowedthatimpactiontocal土centerservicequalitycomefromvariouselementsanddifferentelementwi11affectthequalityofserviceindifferentway,whichcan2besortedbyitsweig
7、htasTangible,Reliability,Responsiveness,Assurance。Empathy.Basedonthisresearch,thisthesisgivecompanyCsomeadviceasreference.ThisthesisdemonstratesthattheSERVQUALtheoryisapplicabletocallCenterinChina,whichhasacertaintheoreticalsignificance·Inaddition,thetooIsdevelopedint
8、histhesiscanusedtoidentifytheexistingproblemsbyevaluation,whichisgoodsolutiontoimprovingtheservicequality.Duetoit’Sathesiswi
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