- 7 4 mong mu n g p tr c ti p TV đ đ c t v n.
TÀI LI U THAM KHO
Ti ng Vi t
1. Công v n 95/VMS-CSKH- Báo cáo t ng k t k t qu nghiên c u th tr ng n m
2011
2. Công v n 349/Q -VMS-TCHC ngày 16/03/2012 - Các ch tiêu ch m sóc khách
hàng n m 2012
3. Ch tiêu ch t l ng toàn ài 1090 n m 2012
4. Báo cáo 6 tháng đ u n m 2012 c a ài HTKH 1090 – Trung tâm Thông Tin Di
ng khu v c II
5. Báo cáo quý III n m 2012 c a ài HTKH 1090 – Trung tâm Thông Tin Di ng
khu v c II
6. Báo cáo tháng 9 c a t H tr nghi p v ài 1090 – n m 2012
7. Báo đi n t VNExpres (2008), Contact Center – C p đ cao h n c a mô hình Call
Center.
8. B Thông tin truy n thông (2000), Quy chu n k thu t qu c gia v ch t l ng
dch v đi n tho i trên m ng vi n thông di đ ng m t đ t, Hà N i.
9. Hoàng Tr ng và Chu Nguy n M ng Ng c (2005), Phân tích d li u v i SPSS, Nhà xu t b n Th ng Kê Hà N i.
10.Nguy n ình Th và Nguy n Th Mai Trang (2007), Nghiên c u th tr ng, Nhà
xu t b n i h c Qu c Gia Thành ph H Chí Minh.
11.Philip Kotler và Gary Armstrong (2004), Nh ng nguyên lý ti p th, NXB Th ng
Kê, Hà N i.
12.Tiêu chu n Vi t Nam – TCVN ISO 9000:2000 (2000), TCVN ISO 9001:2000, Hà N i.
13.Trung tâm thông tin di đ ng Khu v c II (2012), Báo cáo k t qu ho t đ ng 6
Ti ng Anh
14.Anil Kumar, Chandra Sekhar SF (2009), Quality of Services in Call Centers: An Assessment Using Servqual Method, Management of Journal SSIM, 56-64
15.Ardeshir Tajzadeh Namin, Niko Pilevary and Aidin Tajzadeh Namin, “Measuring customer satisfaction using SERQUAL survey”, Management Science Letters 2 (2012) pp.933–938
16.Bachelet, D. (1995), “Measuring Satisfaction, or the Chain, the Tree and the Nest” trong Brooks, R. (Ed.) Customer Satisfaction Research
17.Burgers, A., de Ruyter, K., Keen, C. and Streukens, S. (2000), “Customer expectation dimensions of voice-to-voice service encounters: a scale-development study”, International Journal of Service Industry Management, Vol. 11 No. 2, pp. 142-161.
18.Hamed Mohafez, Vahidreza Mirabi, Bahram Kheyri (2011), “Effective factors on mobile phone customer satisfaction”, Management Science Letters 2 (2012), pp.1011–1016
19.Giese, J.L., and J.A. Cote (2000), “Defining consumer satisfaction,” Academy of Marketing Science Review, pp. 1- 24
20.Gilmore, A (2001), Call Center Management: is service quality a priority, Managing Service Quality, vol.11, no.3 pp. 153-159.
21.Gloria K.Q Agyapong, “The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana)”, International Journal of Business and Management, Vol. 6, No. 5; May 2011
22.Hayes, B.E. (1994), Measuring Customer Satisfaction – Development and Use of Questionnaires, 5th ed., Wincosin: ASQC Quality Press.
23.Keiningham, Timothy (2006), “Call center satisfaction and customer retention in a cobranded service context”, Managing Service Quality, Vol. 16 Iss: 3, pp.269 – 289.
24.Lehtinen, U. and Lehtinen, J. (1991), “Two approaches to service quality dimensions”, The Service Industries Journal, Vol. 11 No. 3, pp. 287-303.
25.Lynne Bennington, James Cummane and Paul Conn, “Customer satisfaction and call centers: an Australian study”, International Journal of Service Industry Management, Vol. 11 No. 2, 2000, pp. 162-173.
26.Mohammed Upal (2008), Telecommunication Service Gap: Call Center Service Quality Perception and Satisfaction, Communications of the IBIMA. Volume 3. 27.Muhammad Ishtiaq Ishaq, “A study on relationship between service quality and
customer satisfaction: An empirical evidence from Pakistan telecommunication industry”, Management Science Letters 1 (2011), pp. 523–530
28.Parasuraman, A, Zeithaml, VA and Berry, LL (1985), “A Conceptual Model of Service Quality and its Implications for Future Research”, Journal of Marketing, 49, pp. 41-50.
29.Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: a multiple item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64, pp. 14-40..
30.Parasuraman, A, Zeithaml, VA and Berry, LL (1991), “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, 67, 4, 420-450. 31.Parasuraman, A., Zeithaml, V. and Berry, L. (1994), “Alternative Scales for
Measuring Service Quantity: A Comparative Assessment Based on Psycchometric and Diagnostic Criteria”, Journal of Retailing, Vol. 70, pp. 201-230.
32.Spreng, R. A. & R. D. Mackoy (1996), An Empirical Examination of a Model of Perceived Service Quality and Satisfaction, Journal of Retailing, 72(2): 201-14. 33.Timothy L. Keiningham, Lerzan Aksoy, “Call center satisfaction and customer
retention in a co-branded service contex”, Managing Service Quality, Vol. 16 No. 3, 2006, pp. 269-289
34.Zanna van Dun, Josée Bloemer and Jorg Henseler (2009), “Perceived customer contact center quality: conceptual foundation and scale development”, The Service Industries Journal, Vol. 00, No. 0, Month 2010, 1–17.
PH L C 1. 1: THANG O S MONG I C A KHÁCH HÀNG I
V I I N THO I VIÊN C A BURGERS (2000)
“Ngu n: Burgers 2000)”
Các thành ph n chính Các y u t c u thành(item)
S thích ng
i n tho i viên có th tr l i các câu h i khác nhau mà
không có khó kh n gì.
M t đi n tho i viên c n ph i thích ng v i t ng hoàn c nh
khác nhau.
i n tho i viên c n đ ý đ n trình đ ki n th c c a ng i
g i khi tr l i câu h i.
TV c n gi bình tnh và thân thi n ngay c khi ng i g i
n i nóng.
Khi khách hàng g p r c r i, h mu n TV giúp đ xác đ nh v n đ rõ ràng h n.
Khách hàng cho r ng vi c TV có th giúp đ h trong
m i câu h i là r t quan tr ng.