Service quality: gaps in the Malaysian telemarketing industry

Citation

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

Abstract

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.

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Additional Metadata

Item Type:	Article
Divisions:	Universiti Putra Malaysia
DOI Number:	https://doi.org/10.1016/s0148-2963(00)00224-1
Publisher:	Elsevier
Keywords:	Customer satisfaction; Malaysia; Service quality; Service sector; Telecommunications; Telemarketing
Depositing User:	Ms. Zaimah Saiful Yazan
Date Deposited:	07 Mar 2025 01:45
Last Modified:	07 Mar 2025 01:45
Altmetrics:	http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1016/s0148-2963(00)00224-1
URI:	http://psasir.upm.edu.my/id/eprint/112413
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