The effect of national culture on customer satisfaction in call centres across national borders

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dc.contributor.advisor Wocke, Albert en
dc.contributor.postgraduate Kotze, Theo en
dc.date.accessioned 2013-09-06T14:25:01Z
dc.date.available 2013-04-30 en
dc.date.available 2013-09-06T14:25:01Z
dc.date.created 2013-04-25 en
dc.date.issued 2013-04-30 en
dc.date.submitted 2013-03-09 en
dc.description Dissertation (MBA)--University of Pretoria, 2013. en
dc.description.abstract Characteristics of national cultures have frequently been claimed to influence service quality perception and customer satisfaction. This inquiry investigates this claim by analysing a multinational company’s call centre servicing two markets across national borders. Hypotheses are derived which relate the cultural and customer characteristics of age, gender and socio-economic status to customer satisfaction and perceived service quality within each country.Using multiple regression and CHAID models as well as Mann-Whitney and Kruskal-Wallis tests, the hypotheses are tested by analysing call centre service feedback data on 245 customers in the South African and 201 customers in the British market. Empirical support for the effect of national culture on perceived service quality and customer satisfaction is found.Empirical proof that females report higher levels of satisfaction than males is found while the importance customers place on service quality constructs are proven to vary by age and gender. A call centre management model integrating culture and customer characteristics, which provides a richer perspective of the mechanics of value creation, is suggested. en
dc.description.availability unrestricted en
dc.description.department Gordon Institute of Business Science (GIBS) en
dc.identifier.citation Kotze, T 2012, The effect of national culture on customer satisfaction in call centres across national borders, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/23069 > en
dc.identifier.other F13/4/303/zw en
dc.identifier.upetdurl http://upetd.up.ac.za/thesis/available/etd-03092013-173838/ en
dc.identifier.uri http://hdl.handle.net/2263/23069
dc.language.iso en
dc.publisher University of Pretoria en_ZA
dc.rights © 2012 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University en
dc.subject UCTD en_US
dc.subject National culture en
dc.subject Service quality en
dc.subject Customer characteristics en
dc.subject Offshoring en
dc.subject Call centres en
dc.subject Serfperv en
dc.subject Cultural difference en
dc.subject Emerging markets en
dc.subject Customer satisfaction en
dc.subject Services management en
dc.title The effect of national culture on customer satisfaction in call centres across national borders en
dc.type Dissertation en


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