Human resource factors on customer satisfaction in emergency call centers of power distribution companies
The present study aimed to explore the human factors associated with employees shaping customer satisfaction in the field of emergency call centers of power distribution companies. The literature was reviewed in a range of different disciplines including quality of service, human resource management...
Guardado en:
| Publicado en: | Apuntes Universitarios |
|---|---|
| Autores principales: | , , |
| Formato: | Artículo de revista |
| Lenguaje: | español |
| Publicado: |
Universidad Peruana Unión
2020
|
| Materias: | |
| Acceso en línea: | Ver en el sistema de origen |
| Etiquetas: |
Sin Etiquetas, Sea el primero en etiquetar este registro!
|
| _version_ | 1881695022589411328 |
|---|---|
| author | Bonyadi, Mahmood Khajeh Noubar, Hossein Bodaghi Ramazani, Mojtaba |
| author_browse | Bonyadi, Mahmood Khajeh Noubar, Hossein Bodaghi Ramazani, Mojtaba |
| author_facet | Bonyadi, Mahmood Khajeh Noubar, Hossein Bodaghi Ramazani, Mojtaba |
| author_sort | Bonyadi, Mahmood |
| collection | Revistas |
| container_title | Apuntes Universitarios |
| description | The present study aimed to explore the human factors associated with employees shaping customer satisfaction in the field of emergency call centers of power distribution companies. The literature was reviewed in a range of different disciplines including quality of service, human resource management and marketing. The statistical population of this study is consisted of all employees of emergency call centers of power distribution companies, among whom, according to Krejcie & Morgan (1970) table, the minimum sample size for this study is 285 people. The sampling method of this study was complete random method and the questionnaires were distributed among the selected sample. Dorna et al. (2018) questionnaire was used to measure the variables. The study results show that the factors of human resource management lead to job plan, employee satisfaction, employee efficiency, customer satisfaction, employee retention, training, employee performance, and ultimately organizational performance. Managers of emergency call centers of power distribution companies should note that investing in human resource practices helps to improve customer satisfaction in emergency call centers of power distribution companies. |
| format | Online |
| id | oai:ojs2.apuntesuniversitarios.upeu.edu.pe:article/521 |
| institution | UPeU |
| issn | 2304-0335 2225-7136 |
| language | Spanish |
| publishDate | 2020 |
| publishDateRange | 2020 |
| publishDateSort | 2020 |
| publisher | Universidad Peruana Unión |
| publisherStr | Universidad Peruana Unión |
| record_format | ojs |
| revista_str_mv | Apuntes Universitarios |
| spelling | oai:ojs2.apuntesuniversitarios.upeu.edu.pe:article/5212020-09-02T23:14:09Z Human resource factors on customer satisfaction in emergency call centers of power distribution companies Los factores de recursos humanos en la satisfacción del cliente en centros de llamadas de emergencia de empresas de distribución de energía Bonyadi, Mahmood Khajeh Noubar, Hossein Bodaghi Ramazani, Mojtaba Customer Satisfaction, Emergency Call Centers of Power Distribution Companies, Human Resource Factors, Structural Equations. Satisfacción del cliente, Centros de llamadas de emergencia de empresas de distribución de energía, factores de recursos humanos, ecuaciones estructurales. The present study aimed to explore the human factors associated with employees shaping customer satisfaction in the field of emergency call centers of power distribution companies. The literature was reviewed in a range of different disciplines including quality of service, human resource management and marketing. The statistical population of this study is consisted of all employees of emergency call centers of power distribution companies, among whom, according to Krejcie & Morgan (1970) table, the minimum sample size for this study is 285 people. The sampling method of this study was complete random method and the questionnaires were distributed among the selected sample. Dorna et al. (2018) questionnaire was used to measure the variables. The study results show that the factors of human resource management lead to job plan, employee satisfaction, employee efficiency, customer satisfaction, employee retention, training, employee performance, and ultimately organizational performance. Managers of emergency call centers of power distribution companies should note that investing in human resource practices helps to improve customer satisfaction in emergency call centers of power distribution companies. El presente estudio tuvo como objetivo explorar los factores humanos asociados con los empleados que configuran la satisfacción del cliente en el campo de los centros de llamadas de emergencia de las empresas de distribución de energía. La literatura se revisó en una variedad de disciplinas diferentes, incluida la calidad del servicio, la gestión de recursos humanos y el marketing. La población estadística de este estudio está compuesta por todos los empleados de los centros de llamadas de emergencia de las empresas de distribución de energía, entre los cuales, según la tabla de Krejcie & Morgan (1970), el tamaño mínimo de la muestra para este estudio es de 285 personas. El método de muestreo de este estudio fue un método aleatorio completo y los cuestionarios se distribuyeron entre la muestra seleccionada. Se utilizó el cuestionario de Dorna et al., (2018) para medir las variables. Los resultados del estudio muestran que los factores de la gestión de recursos humanos conducen al plan de trabajo, la satisfacción del empleado, la eficiencia del empleado, la satisfacción del cliente, la retención del empleado, la capacitación, el desempeño del empleado y, en última instancia, el desempeño organizacional. Los gerentes de los centros de llamadas de emergencia de las compañías de distribución de energía deben tener en cuenta que invertir en prácticas de recursos humanos ayuda a mejorar la satisfacción del cliente en los centros de llamadas de emergencia de las compañías de distribución de energía. Universidad Peruana Unión 2020-08-26 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/521 10.17162/au.v10i4.521 Apuntes Universitarios; Vol. 10 Núm. 4 (2020): Revista de Investigación Apuntes Universitarios; 386 - 410 2304-0335 2225-7136 10.17162/au.v4i10 spa https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/521/623 https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/521/627 Derechos de autor 2020 Mahmood Bonyadi, Hossein Bodaghi Khajeh Noubar, Mojtaba Ramazani https://creativecommons.org/licenses/by/4.0 |
| spellingShingle | Customer Satisfaction, Emergency Call Centers of Power Distribution Companies, Human Resource Factors, Structural Equations. Satisfacción del cliente, Centros de llamadas de emergencia de empresas de distribución de energía, factores de recursos humanos, ecuaciones estructurales. Bonyadi, Mahmood Khajeh Noubar, Hossein Bodaghi Ramazani, Mojtaba Human resource factors on customer satisfaction in emergency call centers of power distribution companies |
| title | Human resource factors on customer satisfaction in emergency call centers of power distribution companies |
| title_alt | Los factores de recursos humanos en la satisfacción del cliente en centros de llamadas de emergencia de empresas de distribución de energía |
| title_full | Human resource factors on customer satisfaction in emergency call centers of power distribution companies |
| title_fullStr | Human resource factors on customer satisfaction in emergency call centers of power distribution companies |
| title_full_unstemmed | Human resource factors on customer satisfaction in emergency call centers of power distribution companies |
| title_short | Human resource factors on customer satisfaction in emergency call centers of power distribution companies |
| title_sort | human resource factors on customer satisfaction in emergency call centers of power distribution companies |
| topic | Customer Satisfaction, Emergency Call Centers of Power Distribution Companies, Human Resource Factors, Structural Equations. Satisfacción del cliente, Centros de llamadas de emergencia de empresas de distribución de energía, factores de recursos humanos, ecuaciones estructurales. |
| topic_facet | Customer Satisfaction, Emergency Call Centers of Power Distribution Companies, Human Resource Factors, Structural Equations. Satisfacción del cliente, Centros de llamadas de emergencia de empresas de distribución de energía, factores de recursos humanos, ecuaciones estructurales. |
| url | https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/521 |
| work_keys_str_mv | AT bonyadimahmood humanresourcefactorsoncustomersatisfactioninemergencycallcentersofpowerdistributioncompanies AT khajehnoubarhosseinbodaghi humanresourcefactorsoncustomersatisfactioninemergencycallcentersofpowerdistributioncompanies AT ramazanimojtaba humanresourcefactorsoncustomersatisfactioninemergencycallcentersofpowerdistributioncompanies AT bonyadimahmood losfactoresderecursoshumanosenlasatisfacciondelclienteencentrosdellamadasdeemergenciadeempresasdedistribuciondeenergia AT khajehnoubarhosseinbodaghi losfactoresderecursoshumanosenlasatisfacciondelclienteencentrosdellamadasdeemergenciadeempresasdedistribuciondeenergia AT ramazanimojtaba losfactoresderecursoshumanosenlasatisfacciondelclienteencentrosdellamadasdeemergenciadeempresasdedistribuciondeenergia |