Quality of Service and Customer Satisfaction: A Case Study of Call Center Services

Quality of service and customer satisfaction have become priority aspects for call center services, especially in a context where their use is becoming more and more frequent. In the district of Los Olivos, Lima, Peru, 60% of users who receive telephone service consider the quality of the service to be deficient, which shows the need to delve into this issue. The objective of the study was to determine the relationship between service quality and customer satisfaction in call center services in a district of Lima. To this end, a non-experimental, quantitative, correlational and cross-sectional approach was used. A questionnaire was applied to 384 clients to measure both variables and their relationship was analyzed using Spearman's correlation. The results show a positive, very strong and significant correlation between service quality and customer satisfaction (r=0.907; p<0.001). Likewise, the dimensions of service quality were significantly related to customer satisfaction: reliability (r=0.850), responsiveness (r=0.618), safety (r=0.473) and empathy (r=0.587). It concludes by highlighting the importance of strengthening the quality of service to improve customer satisfaction and generate benefits for the company. Finally, the need to investigate additional factors that may influence this dynamic is raised.