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What is Employee Perceptions of Service Quality about?

This study assesses the service quality of a call center in Mauritius from the perspective of its employees using the SERVQUAL model. It finds that employee loyalty is best predicted by overall satisfaction, tangibles, and responsiveness, with significant gaps identified between employee expectations and perceptions of service quality. The research highlights the importance of understanding employee satisfaction to enhance service quality and loyalty within the business process outsourcing sector.

Author

acevedajohannes918

Language

EN