A Study On Customer Satisfaction Of Call Center

The thesis studies the customer satisfaction and the significant factors of three callcenters of Tianjin city with the method of statistical analysis and econometricsmodeling. In the thesis the three call centers are researched as the objects. Firstly, thethesis introduces the development of call center, the literature review of customersatisfaction. Then it addresses relevant theories and the relationship of employees'satisfaction, customer satisfaction and customer loyalty. And it discusses therelationship between customer satisfaction and ISO9000, Malcolm Baldrige NationalQuality Award and Customer Operations Performance Center (COPC-2000). Secondly,the thesis introduces the common customer satisfaction measurement models,including four-quadrant diagram, Service Quality Gap Analysis Model and AmericanCustomer Satisfaction Index (ACSI). Thirdly, the thesis summarizes several methodsfor identifying significant factors which affect customer satisfaction. It analyzes bothadvantages and disadvantages of the methods in detail, and it introduces the theory ofpartial least squares regression (PLSR). In the case study, the thesis makescomparative study on answering rate, answering time and customer satisfaction of thethree call centers. It finds out the significant factors which affect customer satisfactionby means of multivariate linear regression and PLSR, and gets the four-quadrantdiagram on indicator evaluation of the three call centers. In addition, the thesis bringsforward employees' satisfaction path model and gets the significant factors whichaffect employees' satisfaction. Finally, the thesis puts forward the suggestions toimprove customer satisfaction.