Assistance with Writing a Customer Service Thesis Topic
This Thesis is brought to you for free and open access by the Thesis/Dissertation Collections at RIT Scholar Works. It has been accepted for inclusion in Theses by an authorized administrator of RIT Scholar Works. For more information, please Author: Abd. Rashid, Muhammad Hafiz A STUDY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION AND EFFICIENCY IN CONTACT CENTERS: THE COMBINED EFFECT OBJECTIVES The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. More specifically, the focus is on examining the grouped impact of the factors Key words: Customer Support Service, Relationship Marketing, Customer Loyalty 3 Acknowledgements We would like to thank our supervisor Prof. Lars Haglund for his guidance, constructive criticism and encouragement in our journey to complete this thesis. Muhammad Qasim & Mohammad Asadullah
Key words: Customer Support Service, Relationship Marketing, Customer Loyalty 3 Acknowledgements We would like to thank our supervisor Prof. Lars Haglund for his guidance, constructive criticism and encouragement in our journey to complete this thesis. Muhammad Qasim & Mohammad Asadullah Customer service is basically the relationship that a company builds with its customers. It involves providing support during the purchasing process and after. A company has to make sure that both the service and the purchasing of a product have left the customer satisfied and happy The purpose of this study was to investigate how a service company can segment their customers based on characteristics. A segmentation of AstaZero´s customers has been done where two main customer segment groups has been founded where differences between the two customer segments has been identified. 8 Table of contents 1
· Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a returning clientele. Customer service tus becomes a very important facet of a good business and of growing profits. In tis paper various questions will be analyzed, suc as wat good customer service actually means, and wat defines suc service A STUDY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION AND EFFICIENCY IN CONTACT CENTERS: THE COMBINED EFFECT OBJECTIVES The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. More specifically, the focus is on examining the grouped impact of the factors This Thesis is brought to you for free and open access by the Thesis/Dissertation Collections at RIT Scholar Works. It has been accepted for inclusion in Theses by an authorized administrator of RIT Scholar Works. For more information, please Author: Abd. Rashid, Muhammad Hafiz
analysis has revealed that all the four service-quality elements are positively associated with customer satisfaction wi th a moderate correlation. Al l the hypotheses of the study are also su · and more and this applies also to customer service. People want better customer service and customer experiences. The topic of the thesis is “Improving the effectiveness of customer service – Case: Oppilastalo Ltd”. The thesis topic came up to the author when she was working for Oppilastalo Ltd during the summer and The · Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a returning clientele. Customer service tus becomes a very important facet of a good business and of growing profits. In tis paper various questions will be analyzed, suc as wat good customer service actually means, and wat defines suc service
Key words: Customer Support Service, Relationship Marketing, Customer Loyalty 3 Acknowledgements We would like to thank our supervisor Prof. Lars Haglund for his guidance, constructive criticism and encouragement in our journey to complete this thesis. Muhammad Qasim & Mohammad Asadullah analysis has revealed that all the four service-quality elements are positively associated with customer satisfaction wi th a moderate correlation. Al l the hypotheses of the study are also su A STUDY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION AND EFFICIENCY IN CONTACT CENTERS: THE COMBINED EFFECT OBJECTIVES The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. More specifically, the focus is on examining the grouped impact of the factors
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