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The Relationship between Job Quality and Customer Satisfaction in Customer Contact Centers of Pakistan
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
2013 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Most of the researchers have discussed the phenomenon of job quality from different perspectives in Customer Contact Center. The current study has highlighted this issue by investigating the relationships of job quality within the organization and the external world. The literature of the study thoroughly discussed the issue in a symmetric way. Further, the hypothesis has been developed on the basis of previous literature and theory.

By considering the both employees and customer’s perspective, a dyadic approach has been selected. The primary data were collected with the help of two questionnaires. Three sample companies have been selected from Telecom Industry of Pakistan.

Subsequently, the empirical data is presented and tested by using statistical software (SPSS). Finally, the hypotheses have been verified by using statistical tools. In concluding, a positive indirect relationship has been found among the variables of job quality and customer satisfaction. The contribution to study along with further research has been conferred.    

Place, publisher, year, edition, pages
2013. , 118 p.
Keyword [en]
job quality, customer satisfaction
National Category
Business Administration
URN: urn:nbn:se:umu:diva-68711OAI: diva2:617608
Educational program
Master's Programme in Management
Social and Behavioural Science, Law
Available from: 2013-04-24 Created: 2013-04-23 Last updated: 2013-05-02Bibliographically approved

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