Service quality measure of B2C company based on customer complaints

Author

Xinghong Qin

Author_Institution

Sch. of Econ. & Manage., Tongji Univ., Shanghai, China

fYear

2012

fDate

2-4 July 2012

Firstpage

41

Lastpage

44

Abstract

As an important department in B2C companies, call centers are playing an irreplaceable role in the e-business services. How to define a suitable instrument for evaluating the quality level of call centers in B2C companies is becoming a hot topic. Taking the SERVQUAL and E-S-QUAL as theoretical foundations, a novel service quality measurement scale is developed in this paper. A B2C company is studied and the field data are analyzed from which the main daily business and characteristics of the call center are obtained. Then, thousands of customer complaint logs are explored through which the service quality measurement instrument suitable for call centers, entitled CC-SERVQUAL, is constructed.

Keywords

call centres; customer services; data analysis; electronic commerce; quality of service; service industries; B2C company; CC-SERVQUAL; E-S-QUAL; call centers; customer complaint logs; customer complaints; e-business services; field data analysis; irreplaceable role; quality level; service quality measurement instrument; service quality measurement scale; theoretical foundations; Availability; Companies; Indexes; Industries; Instruments; Merchandise; Privacy; B2C company; Call center; Customer complaints; Service quality measurement;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2012 9th International Conference on

Conference_Location

Shanghai

Print_ISBN

978-1-4577-2024-6

Type

conf

DOI

10.1109/ICSSSM.2012.6252186

Filename

6252186