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Among the service areas examined to measure service quality, very little attention has been
given to call centres. This industry is growing at a rapid rate and yet little is known about
employee satisfaction with respect to service quality within this industry. The purpose of
this paper is to evaluate the service quality and satisfaction among front-line service delivery
staff in call centres in Mauritius. Data was collected by field study in a particular call
centre using the modified SERVQUAL questionnaire. The study explored both perception
and expectation levels of front-line employees’ service quality and satisfaction. Descriptive
statistics was used to evaluate this gap. The results indicate that call centres have an
overall negative modified SERVQUAL gap scores. The front-line employees appear to have
a good understanding of what their expectations actually are. The gap results highlighted
the strong and weak dimensions of service quality among front-liners. Based on the results,
it is imperative that call centres consider measures in order to reduce the discrepancy
between employees’ expectations and perceptions so as to enhance employees’ satisfaction.
From the study, it is also observed that gap measurement is an effective tool aiding managerial
decisions to improve and diagnose service features.