SATISFACTION SURVEY-RELATED QUALITY CALL CENTER UNDER OPTICS INTERNAL CUSTOMER
This study aimed at evaluating service quality provided by the customer support from the internal
client perspective. In order to address this objective, it has been were achieved specific objectives
were to: conceptualizing service quality; listing criteria of service quality; carrying out an internal
clients’ satisfaction survey. Moreover, was descriptive case study along with quantitative approach,
taking into account the five dimensions of service quality, using a structured questionnaire as an
instrument proposed by authors, such as: Parasuraman, Zeithaml and Berry (1988). So, it has
closed questions with multiple choices, and provides Likert scales, identifying perceptions, expectations, opinions and criticisms, regarding the service provided by the customer support.
Therefore, data analysis helps identify what the company is satisfactorily addressing; accordingly,
the research incorporates the five dimensions of service quality: reliability, responsiveness,
security, empathy, and tangible, as well as their results are acceptable to the company.
PaperID: p 155-179
Author's Name: Francieli Leoni Morais and Deise Taiana de Ávila Dias
Volume: Volume 3
Issues: No 4
Keywords: Service quality, Customers’ satisfaction, Services.