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Customer relationship management in call centers / Shimaa Salem Abdelghafar Salem ; Supervised Abdelhadi N. Ahmed

By: Contributor(s): Material type: TextTextLanguage: English Publication details: Cairo : Shimaa Salem Abdelghafar Salem , 2015Description: 80 Leaves : charts ; 30cmOther title:
  • إدارة علاقات العملاء فى مراكز الاتصال [Added title page title]
Subject(s): Online resources: Available additional physical forms:
  • Issued also as CD
Dissertation note: Thesis (M.Sc.) - Cairo University - Institute of Statistical Studies and Research - Department of Mathematical Statistics Summary: This research deals with the role of quality of service management in achieving customers in telecommunications companies satisfaction consisted study a problem that both the quality and customer satisfaction have become a real concern for each nonprofit organization was or service designed to promote and want to achieve appropriate market position and seek some stability and continuity in the business scope. And services in general characterized by the inability to touch it, and the disparity in the level of service, and consumption in that one and other characteristics that make the quality assessment process more difficult compared to material goods. This study aimed at measuring the quality of services from a customer perspective and disclosure of benefits and the benefits they can get by the Company as a result of measuring the quality of its services and developing them down essential to the goal can not be to increase its market share and maximize profits, and knowledge of customers' attitudes towards services and thus improve this Services for the better
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Thesis Thesis قاعة الرسائل الجامعية - الدور الاول المكتبة المركزبة الجديدة - جامعة القاهرة Cai01.18.03.M.Sc.2015.Sh.C (Browse shelf(Opens below)) Not for loan 01010110069523000
CD - Rom CD - Rom مخـــزن الرســائل الجـــامعية - البدروم المكتبة المركزبة الجديدة - جامعة القاهرة Cai01.18.03.M.Sc.2015.Sh.C (Browse shelf(Opens below)) 69523.CD Not for loan 01020110069523000

Thesis (M.Sc.) - Cairo University - Institute of Statistical Studies and Research - Department of Mathematical Statistics

This research deals with the role of quality of service management in achieving customers in telecommunications companies satisfaction consisted study a problem that both the quality and customer satisfaction have become a real concern for each nonprofit organization was or service designed to promote and want to achieve appropriate market position and seek some stability and continuity in the business scope. And services in general characterized by the inability to touch it, and the disparity in the level of service, and consumption in that one and other characteristics that make the quality assessment process more difficult compared to material goods. This study aimed at measuring the quality of services from a customer perspective and disclosure of benefits and the benefits they can get by the Company as a result of measuring the quality of its services and developing them down essential to the goal can not be to increase its market share and maximize profits, and knowledge of customers' attitudes towards services and thus improve this Services for the better

Issued also as CD

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