Service quality: gaps in the Malaysian telemarketing industry

Kassim, N (2002) Service quality: gaps in the Malaysian telemarketing industry. Journal of Business Research, 55 (10). pp. 845-852. ISSN 01482963

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Official URL: http://dx.doi.org/10.1016/S0148-2963(00)00224-1

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. (C) 2002 Elsevier Science Inc. All rights reserved.

Item Type: Article
Subjects: H Social Sciences > HB Economic theory. Demography
Divisions: Faculty of Management (FOM)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 24 Aug 2011 02:41
Last Modified: 06 Feb 2014 03:58
URI: http://shdl.mmu.edu.my/id/eprint/2627

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