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Telecommunication Service Gap: Call Center Service Quality Perception and Satisfaction

The call center industry is a relatively new in Bangladesh. Only telecommunications and very few organizations are now providing customer service and support via call centers. Call centers do not exist for the customer to physically interact with, apart from via the telephone. The nature of the service encounter between the call center and customer is predominantly undertaken by using technology. Hence, a Relative early stage of the industry has meant that current organizations are struggling with how to best manage their call center and how to deliver the best services. This study is, therefore, telecom subscriber-centered and identifies the service quality factors that are important to them; it also examines their links to quality of satisfaction in the context of Bangladesh. A field survey was conducted by using the widely applied SERVQUAL model. Using gap analysis (expectation and perception) and one sample t-test, significant outputs were found between the four dimensions and subscribers satisfaction. Implications and future research issues are discussed.