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Measuring Service Quality: Perceptions Of Employees

Author

Listed:
  • Prabha Ramseook-Munhurrun
  • Perunjodi Naidoo
  • Soolakshna Desai Lukea-Bhiwajee

Abstract

The purpose of this paper was to assess the service quality of a call centre as perceived by its employees using the SERVQUAL model. The paper focused on employees as internal customers and the critical role employees play in the delivery of quality service. The dimensions predicting front-line employee satisfaction and loyalty were explored. Data was collected by field study in a particular call centre in Mauritius using a modified SERVQUAL questionnaire. The study examined both perception and expectation levels of front-line employees. Regression models were used to test the influence of service quality dimensions on satisfaction and loyalty. The results indicated that loyalty was best predicted by overall satisfaction, tangibles and responsiveness. This study contributes to the understanding of service quality, satisfaction and employees’ loyalty within a business process outsourcing organization.

Suggested Citation

  • Prabha Ramseook-Munhurrun & Perunjodi Naidoo & Soolakshna Desai Lukea-Bhiwajee, 2010. "Measuring Service Quality: Perceptions Of Employees," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 4(1), pages 47-58.
    • Handle: RePEc:ibf:gjbres:v:4:y:2010:i:1:p:47-58
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    Citations

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    Cited by:

    1. Yadav Adhikari & Mana Prasad Wagley & Niroj Dahal, 2023. "Developing the Contextualized SERVQUAL Instrument for Measuring the Service Quality of Nepali Resorts: An Application of the Modified Delphi Technique," SAGE Open, , vol. 13(3), pages 21582440231, September.
    2. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    3. Farhan Mirza & Sohail Younus & Nabeel Waheed & Adnan Javaid, 2021. "Investigating the impact of product-related and service quality attributes on re-purchase intention:Role of customer characteristics and customer satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(3), pages 24-35, April.

    More about this item

    Keywords

    Employee; Satisfaction; Loyalty; SERVQUAL; Call Centre; Mauritius;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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