Does the Outsourcing of customer Service Call Centres within Financial Institutions Influence Customer Satisfaction?

Citation data:

CONFERENCE: SBS HDR Student Conference

Publication Year:
2010
Usage 1478
Downloads 1417
Abstract Views 61
Repository URL:
https://ro.uow.edu.au/sbshdr/2010/papers/6
Author(s):
Hinchcliff, Mercedez
conference paper description
This paper discusses the key factors behind customer satisfaction and compares them to SERVQUAL. The paper attempts to identify if outsourcing is a key indicator in a consumers’ satisfaction level and details how the researcher will answer this question.