Investigating the relationships between systems usability and service quality in customer service：

• Main Author: 許志文
• Other Authors: 陳安哲
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/92209418537686363939

碩士 === 明志技術學院 === 工程管理研究所 === 92 === Mainly due to the lower cost of operating, many organizations are now providing customer services and supports via call centers. Issues addressing the service quality of the customer service functions of these call centers are being raised for current management practice. When a customer service representative, that is one of the most important characters of the call centers, interacts with the customer via telephone, the service provided by this representative are deeply influenced by the customer service system. Therefore, the design of the user interface between the human (the customer service representative) and system (the computer system) may affect the performance of the customer service. In this study, a total of 55 customer service representatives from the call centers of two different financial holding companies participated. They were asked to evaluate the usability of customer service systems they are using, as well as the service quality they provided through the supports by the system. The primary finding of this study is that the usability of customer service system does affect the service quality provided by the customer service representatives. From the dimensions in usability, we found that the System Capabilities of the customer service system have significant relationship with two service quality’s dimensions : Reliability and Responsiveness in both call centers. In one call centers, System Capabilities further affect the Assurance and Empathy service quality dimensions. For the same call center, data also suggest the Screen Design of the customer service system affect the Empathy dimension of service quality. Implications and suggestions to the design and management of the customer service systems in call centers for better service quality are also discussed.