FRONT-LINE EMPLOYEES’ SATISFACTION IN A CALL CENTRE by Prabha Ramseook-Munhurrun, Perunjodi Naidoo and Soolakshna D. Lukea-Bhiwajee
By: Global Vision Publishing HouseSingle Issue
Single Issue
- FRONT-LINE EMPLOYEES’ SATISFACTION IN A CALL CENTRE by Prabha Ramseook-Munhurrun, Perunjodi Naidoo and Soolakshna D. Lukea-Bhiwajee
- Price : 200.00
- Published on June 1, 2013
- Global Vision Publishing House
- Language - English
- Published na
About this issue
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.
About FRONT-LINE EMPLOYEES’ SATISFACTION IN A CALL CENTRE by Prabha Ramseook-Munhurrun, Perunjodi Naidoo and Soolakshna D. Lukea-Bhiwajee
Global Journal of Business Management Vol. 2 No. 2, December 2008