Systematic Analysis of the Relationship Between Service Quality and Customer Satisfaction in Call Centers: Evidence from the Last Decade

Santiago-Rufasto J.; Gonzales-Macavilca M.; Marrujo-Ingunza C.; Ramos-Cosi S. · International Journal of Engineering Trends and Technology (2025) · DOI: 10.14445/22315381/ijett-v73i6p135

Resumen

In recent years, call centers had played an essential role in the global economy, especially during the COVID-19 pandemic, when many companies increased their dependence on these services to maintain the continuity of their operations. This study aimed to systematically analyze the relationship between service quality and customer satisfaction in call centers over the last decade. Following the PRISMA methodology, 123 relevant documents were selected through searches in scientific databases such as Scopus, focusing on metrics such as loyalty and perceived performance. The results highlight that countries like the United States and China lead research in this field, while Latin America presents emerging growth with Colombia and Brazil as benchmarks. In addition, it was identified that 60.2% of the studies analyzed correspond to scientific articles, underlining the academic importance of the topic and that 27.1% of the publications come from the field of computer science, reflecting technological relevance. In conclusion, service quality is a determining factor for customer satisfaction, and it is essential to adopt advanced technologies and interdisciplinary strategies to optimize the user experience and improve operational efficiency.

Instituciones: Universidad de Ciencias y Humanidades