Assessing Service Experience in Customer’s Care Center
Abstract
The aim of this study is to examine the factors influencing customer’s service experience from the perspective of telecommunications customer care centers. Using a self-administered questionnaire, a total of 250 respondents responses were collected from consumers of various telecom customer care centers in Dhaka. The data was scrutinized through multiple regression analysis, in which the results indicated three latent constructs of service execution have positive together with significant impact on customer’s service experiences. The findings of the study may assist managers within the telecom sector to comprehend the importance of visible service quality (i.e. inanimate environment, the role of service providers and contact personnel) to attain greater service experience for consumers during service consumption.
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