Service quality: gaps in the Malaysian telemarketing industry
Facing many rapid changes and challenges in the dynamic information technology environment, and the ever-increasing competitive pressures, many firms in telemarketing services have employed service quality as a principle competitive weapon. This study investigates the discrepancy between customer�...
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| Format: | Article |
| Language: | English |
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2002
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| Online Access: | http://shdl.mmu.edu.my/2627/ http://shdl.mmu.edu.my/2627/1/1887.pdf |
| _version_ | 1848790107498217472 |
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| author | Kassim, N |
| author_facet | Kassim, N |
| author_sort | Kassim, N |
| building | MMU Institutional Repository |
| collection | Online Access |
| description | Facing many rapid changes and challenges in the dynamic information technology environment, and the ever-increasing competitive pressures, many firms in telemarketing services have employed service quality as a principle competitive weapon. This study investigates the discrepancy between customer's expectation and perception towards the quality of services. Using the SERVQUAL instrument, this study uses simple random sampling to collect data from 100 users of telemarketing services throughout Malaysia. The results indicate that the sample population has perceptual problems with their telemarketing service experiences. Finally, strategic implications for the telemarketing companies involved and suggestions for future research are provided. (C) 2002 Elsevier Science Inc. All rights reserved. |
| first_indexed | 2025-11-14T18:07:21Z |
| format | Article |
| id | mmu-2627 |
| institution | Multimedia University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T18:07:21Z |
| publishDate | 2002 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | mmu-26272014-02-06T03:58:01Z http://shdl.mmu.edu.my/2627/ Service quality: gaps in the Malaysian telemarketing industry Kassim, N HB Economic theory. Demography Facing many rapid changes and challenges in the dynamic information technology environment, and the ever-increasing competitive pressures, many firms in telemarketing services have employed service quality as a principle competitive weapon. This study investigates the discrepancy between customer's expectation and perception towards the quality of services. Using the SERVQUAL instrument, this study uses simple random sampling to collect data from 100 users of telemarketing services throughout Malaysia. The results indicate that the sample population has perceptual problems with their telemarketing service experiences. Finally, strategic implications for the telemarketing companies involved and suggestions for future research are provided. (C) 2002 Elsevier Science Inc. All rights reserved. 2002-10 Article NonPeerReviewed text en http://shdl.mmu.edu.my/2627/1/1887.pdf Kassim, N (2002) Service quality: gaps in the Malaysian telemarketing industry. Journal of Business Research, 55 (10). pp. 845-852. ISSN 01482963 http://dx.doi.org/10.1016/S0148-2963(00)00224-1 doi:10.1016/S0148-2963(00)00224-1 doi:10.1016/S0148-2963(00)00224-1 |
| spellingShingle | HB Economic theory. Demography Kassim, N Service quality: gaps in the Malaysian telemarketing industry |
| title | Service quality: gaps in the Malaysian telemarketing industry |
| title_full | Service quality: gaps in the Malaysian telemarketing industry |
| title_fullStr | Service quality: gaps in the Malaysian telemarketing industry |
| title_full_unstemmed | Service quality: gaps in the Malaysian telemarketing industry |
| title_short | Service quality: gaps in the Malaysian telemarketing industry |
| title_sort | service quality: gaps in the malaysian telemarketing industry |
| topic | HB Economic theory. Demography |
| url | http://shdl.mmu.edu.my/2627/ http://shdl.mmu.edu.my/2627/ http://shdl.mmu.edu.my/2627/ http://shdl.mmu.edu.my/2627/1/1887.pdf |