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�...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2002
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| Online Access: | http://psasir.upm.edu.my/id/eprint/112413/ http://psasir.upm.edu.my/id/eprint/112413/3/112413.pdf |
| _version_ | 1848865936369516544 |
|---|---|
| author | Mohd Kassim, Norizan Bojei, Jamil |
| author_facet | Mohd Kassim, Norizan Bojei, Jamil |
| author_sort | Mohd Kassim, Norizan |
| building | UPM 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. |
| first_indexed | 2025-11-15T14:12:37Z |
| format | Article |
| id | upm-112413 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T14:12:37Z |
| publishDate | 2002 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1124132025-03-07T01:45:06Z http://psasir.upm.edu.my/id/eprint/112413/ Service quality: gaps in the Malaysian telemarketing industry Mohd Kassim, Norizan Bojei, Jamil 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. Elsevier 2002 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/112413/3/112413.pdf Mohd Kassim, Norizan and Bojei, Jamil (2002) Service quality: gaps in the Malaysian telemarketing industry. Journal of Business Research, 55 (10). pp. 845-852. ISSN 0148-2963; eISSN: 1873-7978 https://linkinghub.elsevier.com/retrieve/pii/S0148296300002241 10.1016/s0148-2963(00)00224-1 |
| spellingShingle | Mohd Kassim, Norizan Bojei, Jamil 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 |
| url | http://psasir.upm.edu.my/id/eprint/112413/ http://psasir.upm.edu.my/id/eprint/112413/ http://psasir.upm.edu.my/id/eprint/112413/ http://psasir.upm.edu.my/id/eprint/112413/3/112413.pdf |