Notranje merjenje kakovosti v klicnem centru

diplomsko delo visokošolskega strokovnega študija Organizacija in management poslovnih in delovnih sistemov

Rok Kern (Author), Matjaž Maletič (Mentor)

Abstract

V diplomskem delu smo se osredotočili na merjenje kakovosti storitve klicnega centra. Dnevno spremljanje storitev klicnega centra je nujno za doseganje kakovosti storitve. Redno spremljanje in merjenje kakovosti storitev so torej ključne za dolgoročno učinkovito in uspešno delovanje klicnega centra. V prvem delu smo preučili domačo in tujo literaturo ter na osnovi le-te opredelili zgodovino in vrste klicnih centrov, preučili njihove prednosti in slabosti ter našteli notranja in zunanja merila kakovosti, ki jih klicni centri najpogosteje uporabljajo za merjenje kakovosti storitev. Na podlagi pregleda literature smo oblikovali raziskovalni instrument, ki temelji na zasnovi metodologije SERVQUAL. S pomočjo anketnega vprašalnika smo izvedli raziskavo glede pomembnosti in izvajanja dejavnikov notranje kakovosti v klicnem centru CDE nove tehnologije, d. o. o.. Na osnovi opisne statistike in t-testa smo analizirali pridobljene podatke in izvedli primerjavo s primerljivo študijo, ki je bila izvedena v klicnem centru iz tujine. Rezultati kažejo, da obstaja statistično značilna razlika med pomembnostjo in zaznano kakovostjo storitev v okviru posameznih dimenzij, med katere sodijo zanesljivost, odzivnost, zaupanje, empatija in delovna sredstva. Glede na pridobljene rezultate analize smo predlagali rešitve za izboljšanje kakovosti storitev v klicnem centru.

Keywords

merjenje;kakovost storitev;klicni center;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[R. Kern]
UDC:	658.6
COBISS:	7611411
Views:	1251
Downloads:	168
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	INTERNAL QUALITY MEASUREMENT IN CALL CENTER
Secondary abstract:	This thesis is focused on measuring the service quality of a call centre. Regular monitoring of the call centre services is essential for achieving the expected level of service quality. Therefore, it is argued that periodic measurement of the internal service quality is essential for a long-term efficient and effective operation of any call centre. In the first part, we examined the relevant literature, which was used to analyze the history and type of call centres, to identify their strengths and weaknesses as well as to reveal the most commonly used internal and external quality criteria related to the call centres. Based on the literature review, we developed a survey questionnaire using the SERVQUAL methodology. We conducted the survey within the call centre CDE new technologies, d.o.o. in order to evaluate the importance and performance of internal quality factors. With descriptive statistics and t-test we analyzed the obtained data and compared it with a comparable study, which was carried out in another call centre abroad. The results showed that there is statistically significant difference between the importance and the perceived quality of services in the context of the individual dimensions such as reliability, responsiveness, assurance, empathy and tangibles. According to the obtained data and the results of their analysis, we proposed solutions to improve the quality of service in the call centre.
Secondary keywords:	measurement quality of service call centre SERVQUAL;
URN:	URN:SI:UM:
Type (COBISS):	Bachelor thesis/paper
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	65 f.
ID:	9141249