O Efeito Do Processo, Do Agente E Da Percepção Do Cliente Na Satisfação Do Cliente
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O Efeito Do Processo, Do Agente E Da Percepção Do Cliente Na Satisfação Do Cliente

O Efeito Do Processo, Do Agente E Da Percepção Do Cliente Na Satisfação Do Cliente


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About the Book

O efeito do centro de contacto na satisfação do cliente no centro de atendimento de uma empresa de telecomunicações da Etiópia. Foi desenvolvida uma estrutura concetual e formuladas hipóteses. O instrumento utilizado para a recolha de dados foi um questionário. Os dados recolhidos foram analisados utilizando técnicas de análise estatística descritiva e inferencial. Os resultados do estudo mostram que a capacidade de resposta do centro de contacto, a garantia, os factores relacionados com o processo, os factores relacionados com o agente e os factores relacionados com a perceção do cliente têm um impacto significativo na satisfação do cliente. O estudo contribui para que a ethio telecom melhore o seu serviço de centro de atendimento telefónico para aumentar a satisfação do cliente. O estudo concluiu que a capacidade de resposta, a garantia, os factores relacionados com o processo, os factores relacionados com o agente e os factores relacionados com a perceção do cliente do centro de atendimento telefónico não são bons e que os clientes não estão satisfeitos com os serviços do centro de atendimento telefónico da ethio telecom. O investigador recomendou que a ethio telecom trabalhasse arduamente nos factores que afectam a satisfação do cliente no seu centro de atendimento telefónico.


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Product Details
  • ISBN-13: 9786206447337
  • Publisher: KS Omniscriptum Publishing
  • Binding: Paperback
  • Language: Portuguese
  • Returnable: N
  • Weight: 163 gr
  • ISBN-10: 6206447332
  • Publisher Date: 13 Sep 2023
  • Height: 229 mm
  • No of Pages: 68
  • Spine Width: 4 mm
  • Width: 152 mm


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O Efeito Do Processo, Do Agente E Da Percepção Do Cliente Na Satisfação Do Cliente
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O Efeito Do Processo, Do Agente E Da Percepção Do Cliente Na Satisfação Do Cliente
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