Impact of field engineer services on overall customer satisfaction in call centre of a field service company. A case study: Currys, Ireland

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Jose, Albin
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MBA in Marketing
Dublin Business School
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Customer satisfaction is an important term for every business today. Field service industry has witnessed a drastic growth in recent years. Several self-employed and contract field engineers are increasing by leaps and bounds. The strategic goal of every field service organisations is customer satisfaction. In this dissertation, the reader finds an in-depth literature review and primary data through self-administered surveys and interviews conducted with the customers and managers of Currys, Ireland. The aim of this research is to provide insights and recommendations to field service organisations with regards to the services of their field engineers. This study analysis the influence of field engineer services on customer satisfaction level. The research topic of this dissertation is: “Impact of field engineer services on overall customer satisfaction of an IT call centre: A Case Study, Currys, Knowhow Department, Dublin” This research has taken a qualitative, inductive, interpretive and cross-sectional design in the form of a survey which was the most appropriate methodology for this research because the goal of achieving excellent customer satisfaction in field service organisations is a social phenomenon which has now become dynamic in nature. Gaps that were identified in the literature review and primary data are later discussed in data analysis and conclusion. Based on the findings in this dissertation, the researcher has assessed the existing performance of field engineers with relation to delivering services to customers. Also, a study was conducted with 55 customers of Currys, Ireland using survey through self-administered questionnaires and an interview with the manager who recruits field engineers and manages customer satisfaction. Author keywords: Customer satisfaction, field engineer services, field engineer