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The Comparison of The Korea Call-Centers on Consumer and Operator Satisfaction  

Park, Jung-Soo (동양대학교 철도경영학과)
Kim, Tae-Ho (한국도로공사 도로교통연구원)
Publication Information
Journal of the Korean Society for Railway / v.11, no.5, 2008 , pp. 449-454 More about this Journal
Abstract
The study aims at providing an influential model with regard to the level of satisfaction over the call center users and its operator in the National Railroad Administration, while at the same time seeking for possible ways to improve service standards in the call centers for Korean railroads. As a result, it demonstrates that; in the aspect of callers, the call center personnel are required to improve their ability and reciprocating attitude toward the uses; in the aspect of the operator, they are in need of more qualified service providing including advanced facilities. In this context, it is of outstanding importance to take into account the need and demand by both of the user and the operator as for the call center.
Keywords
The Korea Call-Centers; Consumer Satisfaction; Regression Analysis;
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