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L'Effet Du Processus, de l'Agent Et de la Perception Du Client Sur La Satisfaction Du Client

L'Effet Du Processus, de l'Agent Et de la Perception Du Client Sur La Satisfaction Du Client

          
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About the Book

L'effet du centre de contact sur la satisfaction du client dans le centre d'appel de l'entreprise ethio telecom. Un cadre conceptuel a été développé et des hypothèses ont été émises. L'outil utilisé pour la collecte des données est le questionnaire. Les données collectées ont été analysées à l'aide de techniques d'analyse statistique descriptive et inférentielle. Les résultats de l'étude montrent que la réactivité du centre de contact, l'assurance, les facteurs liés au processus, les facteurs liés à l'agent et les facteurs liés à la perception du client ont un impact significatif sur la satisfaction du client. L'étude permet à ethio telecom d'améliorer le service de son centre d'appel afin d'accroître la satisfaction de ses clients. L'étude conclut que la réactivité du centre de contact, l'assurance, les facteurs liés au processus, les facteurs liés à l'agent et les facteurs liés à la perception du client du centre d'appel ne sont pas bons et que les clients ne sont pas satisfaits des services du centre d'appel d'ethio telecom. Le chercheur a recommandé à ethio telecom de travailler dur sur les facteurs affectant la satisfaction des clients dans son centre d'appel.


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Product Details
  • ISBN-13: 9786206447283
  • Publisher: KS Omniscriptum Publishing
  • Publisher Imprint: Editions Notre Savoir
  • Height: 229 mm
  • No of Pages: 68
  • Spine Width: 4 mm
  • Width: 152 mm
  • ISBN-10: 6206447286
  • Publisher Date: 13 Sep 2023
  • Binding: Paperback
  • Language: French
  • Returnable: N
  • Weight: 113 gr


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