Los factores de recursos humanos en la satisfacción del cliente en centros de llamadas de emergencia de empresas de distribución de energía




Palabras clave:

Satisfacción del cliente, Centros de llamadas de emergencia de empresas de distribución de energía, factores de recursos humanos, ecuaciones estructurales.


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.


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Cómo citar

Bonyadi, M. ., Khajeh Noubar, H. B. ., & Ramazani, M. . (2020). Los factores de recursos humanos en la satisfacción del cliente en centros de llamadas de emergencia de empresas de distribución de energía. Apuntes Universitarios, 10(4), 386 - 410. https://doi.org/10.17162/au.v10i4.521