Impact of Contact Center Service effectiveness on Customer Satisfaction in Sri Lankan Airlines

Impact of Contact Center Service effectiveness on Customer Satisfaction in Sri Lankan Airlines

Registration ID: IJNRD_223103

Published ID: IJNRD2406215

DOI: Click Here to Get

Prasani Cramer

Impact, Contact Center, Service effectiveness, Customer Satisfaction, Sri Lankan Airlines

This research project surveys the Impact of Contact Center Service effectiveness on Customer Satisfaction in Sri Lankan Airlines. The ultimate outcome of the research survey is to provide adequate information for the betterment for contact center – BPO for the fulfillment of customer satisfaction. The research will be useful and it’s done with the intension of improving contact center service effectiveness of the Airline through customer satisfaction. Time Management, Multilingualism, Information Security and First Contact resolution are factors considered as important throughout the research which is examined and elaborated through different methods, Questioners and Conceptual framework has been designed accordingly. The primary source of information was collected through quantitative data analysis based on the customers of Sri Lankan Airlines Contact center within past months. Also the data is used to examine the effectiveness through the questioner designed effectively and the information have been evaluated and interpreted. By using bar charts with relevant descriptions and Chi square analysis using SPSS 2.0 software the analysis is done with a more productive approach.

Published Paper   E-Certificate

"Impact of Contact Center Service effectiveness on Customer Satisfaction in Sri Lankan Airlines", IJNRD - INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (www.IJNRD.org), ISSN:2456-4184, Vol.9, Issue 6, page no.c148-c183, June-2024, Available :https://ijnrd.org/papers/IJNRD2406215.pdf

Volume 9 Issue 6, June-2024

Pages : c148-c183

Paper Reg. ID: IJNRD_223103

Published Paper Id: IJNRD2406215

Downloads: 000121163

Research Area: Other

Country: Rome, Rome, Italy

Published Paper PDF: https://ijnrd.org/papers/IJNRD2406215.pdf

Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2406215

Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)

ISSN: 2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar | ESTD YEAR: 2016

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.76 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Publisher: IJNRD (IJ Publication) Janvi Wave

This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition

Call For Paper - Volume 10 | Issue 8 | August 2025

IJNRD is Scholarly open access journals, Peer-reviewed, and Refereed Journals, High Impact factor 8.76 (Calculate by google scholar and Semantic Scholar | AI-Powered Research Tool), Multidisciplinary, Monthly, Indexing in all major database & Metadata, Citation Generator, Digital Object Identifier(DOI) with Open-Access Publications.

INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (IJNRD) aims to explore advances in research pertaining to applied, theoretical and experimental Technological studies. The goal is to promote scientific information interchange between researchers, developers, engineers, students, and practitioners working in and around the world. IJNRD will provide an opportunity for practitioners and educators of engineering field to exchange research evidence, models of best practice and innovative ideas.

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Paper Submission Open For: August 2025

Current Issue: Volume 10 | Issue 8

Last Date for Paper Submission: Till 31-Aug-2025

Notification of Review Result: Within 1-2 Days after Submitting paper.

Publication of Paper: Within 01-02 Days after Submititng documents.

Frequency: Monthly (12 issue Annually).

Journal Type: International Peer-reviewed, Refereed, and Open Access Journal.

Subject Category: Research Area