Paper Title
Impact of Contact Center Service effectiveness on Customer Satisfaction in Sri Lankan Airlines
Article Identifiers
Authors
Prasani Cramer
Keywords
Impact, Contact Center, Service effectiveness, Customer Satisfaction, Sri Lankan Airlines
Abstract
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.
Downloads
How To Cite (APA)
Prasani Cramer (June-2024). Impact of Contact Center Service effectiveness on Customer Satisfaction in Sri Lankan Airlines. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 9(6), c148-c183. https://ijnrd.org/papers/IJNRD2406215.pdf
Issue
Volume 9 Issue 6, June-2024
Pages : c148-c183
Other Publication Details
Paper Reg. ID: IJNRD_223103
Published Paper Id: IJNRD2406215
Downloads: 000121980
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
About Publisher
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 | IJNRD.ORG | IJNRD.COM | IJPUB.ORG
Licence
This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition
Publication Timeline
Article Preview: View Full Paper
Call For Paper
IJNRD is a Scholarly Open Access, Peer-reviewed, and Refereed Journal with a High Impact Factor of 8.76 (calculated by Google Scholar & Semantic Scholar | AI-Powered Research Tool). It is a Multidisciplinary, Monthly, Low-Cost Journal that follows UGC CARE 2025 Peer-Reviewed Journal Policy norms, Scopus journal standards, and Transparent Peer Review practices to ensure quality and credibility. IJNRD provides indexing in all major databases & metadata repositories, a citation generator, and Digital Object Identifier (DOI) for every published article with full open-access visibility.
The INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (IJNRD) aims to advance applied, theoretical, and experimental research across diverse fields. Its goal is to promote global scientific information exchange among researchers, developers, engineers, academicians, and practitioners. IJNRD serves as a platform where educators and professionals can share research evidence, models of best practice, and innovative ideas, contributing to academic growth and industry relevance.
Indexing Coverage includes Google Scholar, SSRN, ResearcherID-Publons, Semantic Scholar (AI-Powered Research Tool), Microsoft Academic, Academia.edu, arXiv.org, ResearchGate, CiteSeerX, ResearcherID (Thomson Reuters), Mendeley, DocStoc, ISSUU, Scribd, and many more recognized academic repositories.
How to submit the paper?
By Our website
Click Here to Submit Paper Online
Important Dates for Current issue
Paper Submission Open For: October 2025
Current Issue: Volume 10 | Issue 10 | October 2025
Impact Factor: 8.76
Last Date for Paper Submission: Till 31-Oct-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: IJNRD is an International Peer-reviewed, Refereed, and Open Access Journal with Transparent Peer Review as per the new UGC CARE 2025 guidelines, offering low-cost multidisciplinary publication with Crossref DOI and global indexing.
Subject Category: Research Area
Call for Paper: More Details
