The Relationship between Job Quality and Customer Satisfaction in Customer Contact Centers of Pakistan

Detta är en Master-uppsats från Umeå universitet/Företagsekonomi; Umeå universitet/Företagsekonomi

Författare: Ammar Arshad; Khurram Shahzad; [2013]

Nyckelord: job quality; customer satisfaction;


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.    

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