Understanding User Experience, Satisfaction, And Loyalty of Telecommunication Service Providers in Indonesia

Rachmawati, Indira

doi:10.15405/epsbs.2019.08.36

Cited by 3 publications

(3 citation statements)

References 27 publications

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“…Además de presentar las relaciones y los escenarios planteados entre los constructos, es estructurado por las construcciones teóricas de Maslach Burnout Inventory-Human Services Survey (MBI-HSS) (Maslach y Jackson, 1981), el Rapport (Gremler y Gwinner, 2000) y la escala COSE (Hennig-Thurau, 2004). Del mismo modo, para la experiencia del servicio o experiencia del cliente en la llamada telefónica (CX) propuesta por Jagodzi ński y Archer (2018), el modelo acogió el KPI operacional que la empresa objeto de estudio ha dedicado, a medir la relación Customer Satisfaction -Customer Experience (CallMiner, 2019;Rachmawati y Mohaidin, 2019;Colin, 2020).…”

Section: Descripción Del Modelo Propuestounclassified

Impacto del burnout en la experiencia del cliente en los centros de atención telefónica

Colin

Arroyo

Ruiz

et al. 2023

esicm

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Objetivo: La experiencia del cliente, es el principal eje para investigadores y practicantes, que han enfocado sus esfuerzos en el cuidado de los vínculos desarrollados mediante vivencias. Las corporaciones preocupadas por ofrecer la mejor experiencia posible, poco han considerado el impacto que el estrés tiene en los empleados. No obstante, aunque limitadas son las oportunidades de obtener un panorama de lo que ocurre al conjugar la teoría con las prácticas corporativas, este artículo hace una revisión del impacto que el síndrome de Burnout puede tener en los constructos de la experiencia del cliente durante una interacción telefónica. Metodología: Con un modelo de estimación empírica y el uso de PLS-SEM, se evaluaron a 102 representantes telefónicos para evidenciar el efecto que las patologías del síndrome de Burnout, tienen sobre la orientación al cliente en los empleados de servicio, el rapport y la experiencia del cliente durante una llamada telefónica. Resultados: Basado en la observación del entorno y las recomendaciones teóricas, los resultados revelaron que el síndrome de Burnout tiene un impacto negativo sobre el rapport y la orientación al cliente de los empleados de servicios. Limitaciones: El constructo de la experiencia del servicio está limitado por la métrica implementada por la empresa de estudio, para evaluar la calidad en la interacción de la llamada. Implicaciones prácticas: Este artículo sugiere, la introducción de ideas académicas sobre ejecuciones prácticas, y un método alternativo con estructura funcional para mejorar la percepción del servicio de atención a clientes con el uso de datos.

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Section: Descripción Del Modelo Propuestounclassified

Impacto del burnout en la experiencia del cliente en los centros de atención telefónica

Colin

Arroyo

Ruiz

et al. 2023

esicm

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show abstract

“…Also, different authors have suggested that to improve the customer service department performance, reduce costs, unnecessary expenses and customer turn over, it is necessary to evaluate the customer experience construct and the customer's easiness to get a solution via Net Promoter Score (NPS) and Customer Effort Score (CES) (Dixon, Freeman & Toman, 2010;Koladycz, Fernandez, Gray & Marriott, 2018). Rachmawati & Mohaidin (2019) explain that the CSAT indicator searches to learn from the user´s emotions, perceptions, and expectations to afford satisfaction in the long term. On the other hand, if FCR and NPS are correctly managed, they can give access to higher levels of customer satisfaction while evaluating the experience acquired through the interaction with the contact center, resolutions reached in just one phone contact, percentage of customer loyalty and the customer's willingness to recommend services (Reichheld, 2003;Florea, Tănăsescu & Duică, 2018;Stanley, 2017).…”

Section: Call Center Key Performance Indicatorsmentioning

confidence: 99%

Nivel de servicio de un centro de atención telefónica: modelo de experiencia del cliente desde el benchmarking y el análisis multivariante

Colin¹

2020

esicm

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Objective: This paper aims to study the experience of call center service customers the academic and corporate perspectives; it proposes a management model focused on looking after the customer’s experience during a phone interaction. Methodology: The methodology of this article adopts the internal Benchmarking process as a diagnostic tool and describes the user’s perceptive of internal corporate operations and key performance indicators established in a call center’s balanced scorecard. It uses an exploratory factor analysis to reduce dimensions and a confirmatory analysis to validate the statistical model proposed. Results: The results determine the existence of gaps between the key performance indicators implemented to assess the customer’s experience and satisfaction, they show organizational opportunities characterized for the necessity of transforming production methods into simple processes, aimed to give solutions to the customers within the timeframes specified in just one phone interaction. Limitations: The constructs used are limited by the instrument and metrics implemented by the company under study for evaluating the quality of customer interaction when a customer reaches a customer service’s call center. Practical implications: This study is useful in the marketing, marketing relationships, and customer service areas, since it allows the establishment of an inflection point that proposes an integrated balanced scorecard construction the customer’s experience analysis.

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“…To boost and promote the interest of the public for using public transport, retaining the current customers, and at the same time gaining new users is one of the most practical methods [15]. Customer loyalty has become a key to measure the success of the businesses [16,17]. Besides that, customer satisfaction often makes its appearance in the context of customer loyalty as it is widely recognized that positive experiences lead to future behavior [18,19].…”

Section: Introductionmentioning

confidence: 99%

Sustainability of Public Transportation: An Examination of User Behavior to Real-Time GPS Tracking Application

Chan

Ibrahim

et al. 2020

Sustainability

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Public transportation is an effective method of mobility that promotes cost-saving and is environmentally friendly. Poor public transport ridership in Malaysia is due to the unsatisfactory attitude of public transport users and inaccurate information on departure and arrivals. Sarawak, a state of Malaysia, is especially poor in ridership of public transport. A real-time Global Positioning System (GPS) tracking application (app) was found to be an effective tool to increase the ridership of public transport. Hence, a mobile app named UniBus was developed to enhance the ridership of public transport in Sarawak. The determinants that affect satisfaction and customer loyalty such as accessibility, reliability, comfort, safety, and security were all examined before and after the use of real-time GPS tracking app. The data was collected in Kuching, and targeted public transport users who used the UniBus app. The result indicated that all the mentioned variables were improved after using a real-time GPS tracking app. It is suggested that future studies can consider other factors such as service quality, availability, and perceived value as well as cover other states of Malaysia.

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Understanding User Experience, Satisfaction, And Loyalty of Telecommunication Service Providers in Indonesia

Abstract: This is an Open Access article distributed under the terms of the Creative Commons Attribution-Noncommercial 4.0 Unported License, permitting all non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

Cited by 3 publications

References 27 publications

Impacto del burnout en la experiencia del cliente en los centros de atención telefónica

Impacto del burnout en la experiencia del cliente en los centros de atención telefónica

Nivel de servicio de un centro de atención telefónica: modelo de experiencia del cliente desde el benchmarking y el análisis multivariante

Sustainability of Public Transportation: An Examination of User Behavior to Real-Time GPS Tracking Application

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