- 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
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18.Hamed Mohafez, Vahidreza Mirabi, Bahram Kheyri (2011), “Effective factors on mobile phone customer satisfaction”, Management Science Letters 2 (2012), pp.1011–1016
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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 (adsbygoogle = window.adsbygoogle || []).push({});
22.Hayes, B.E. (1994), Measuring Customer Satisfaction – Development and Use of Questionnaires, 5th ed., Wincosin: ASQC Quality Press.
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customer satisfaction: An empirical evidence from Pakistan telecommunication industry”, Management Science Letters 1 (2011), pp. 523–530
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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.
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