呼叫中心服务质量评价分析——以c公司为例

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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