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�...
Saved in:
| Main Authors: | , |
|---|---|
| 格式: | Article |
| 語言: | English |
| 出版: |
Elsevier
2002
|
| 在線閱讀: | http://psasir.upm.edu.my/id/eprint/112413/3/112413.pdf http://psasir.upm.edu.my/id/eprint/112413/ https://linkinghub.elsevier.com/retrieve/pii/S0148296300002241 |
| 標簽: |
添加標簽
沒有標簽, 成為第一個標記此記錄!
|
| 總結: | 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. |
|---|