A relational study on service quality of contact centre representatives in Klang Valley

A relational study on service quality of contact centre representatives in Klang Valley

Contact centre industries in Malaysia are growing and the rate of growth is tremendously encouraging. With the growth rate, Malaysia has been recognized as the new Asia Pacific Contact Centre Hub. The employment among local will increased aligned with the initiative of international; global organiza...

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Main Author: Azlina, Omar
Format: Thesis
Language:eng
eng
Published: 2014
Subjects:
HF5001-6182 Business
Online Access:https://etd.uum.edu.my/4180/1/s811979.pdf
https://etd.uum.edu.my/4180/2/s811979_abstract.pdf
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id my-uum-etd.4180
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Azizan, Norizan
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
Azlina, Omar
A relational study on service quality of contact centre representatives in Klang Valley
description Contact centre industries in Malaysia are growing and the rate of growth is tremendously encouraging. With the growth rate, Malaysia has been recognized as the new Asia Pacific Contact Centre Hub. The employment among local will increased aligned with the initiative of international; global organization to locate their contact centre here, in Malaysia. However, previous statistics showed that the turnover rates in this industry is high and increasing throughout Asia. As such, human capital management are crucially important in view to ensure the successful of the contact centres. To compete with other global contact centres, Malaysian contact centres should be ready to strive and compete with an international contact centres. Indeed, it is critical for a contact centre management to effectively follow the course of strategic success factors in term of contact centre human capital management. This research was conducted with a target to explore how service quality in the Malaysian contact centres associates to the behaviour of a contact centre representatives, in view of representative's work motivation, work climate and organizational commitment. A survey method was used in the research. Two hundred and eighty survey forms were distributed within five financial institutions contact centres in Malaysia. The results of the survey were analysed by using the SPSS programme. The results of the analysis found that the service quality in contact centres are significantly related to the contact centre representatives work climate and organizational commitment. However, the results found that the service quality in contact centres was not statistically significant related to the contact centre representatives work motivation. The study also revealed that there is no differences between gender and service quality within contact centre representatives in Klang Valley
format Thesis
qualification_name masters
qualification_level Master's degree
author Azlina, Omar
author_facet Azlina, Omar
author_sort Azlina, Omar
title A relational study on service quality of contact centre representatives in Klang Valley
title_short A relational study on service quality of contact centre representatives in Klang Valley
title_full A relational study on service quality of contact centre representatives in Klang Valley
title_fullStr A relational study on service quality of contact centre representatives in Klang Valley
title_full_unstemmed A relational study on service quality of contact centre representatives in Klang Valley
title_sort relational study on service quality of contact centre representatives in klang valley
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2014
url https://etd.uum.edu.my/4180/1/s811979.pdf
https://etd.uum.edu.my/4180/2/s811979_abstract.pdf
_version_ 1747827694566899712
spelling my-uum-etd.41802022-04-10T00:26:27Z A relational study on service quality of contact centre representatives in Klang Valley 2014 Azlina, Omar Azizan, Norizan Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduated School of Business HF5001-6182 Business Contact centre industries in Malaysia are growing and the rate of growth is tremendously encouraging. With the growth rate, Malaysia has been recognized as the new Asia Pacific Contact Centre Hub. The employment among local will increased aligned with the initiative of international; global organization to locate their contact centre here, in Malaysia. However, previous statistics showed that the turnover rates in this industry is high and increasing throughout Asia. As such, human capital management are crucially important in view to ensure the successful of the contact centres. To compete with other global contact centres, Malaysian contact centres should be ready to strive and compete with an international contact centres. Indeed, it is critical for a contact centre management to effectively follow the course of strategic success factors in term of contact centre human capital management. This research was conducted with a target to explore how service quality in the Malaysian contact centres associates to the behaviour of a contact centre representatives, in view of representative's work motivation, work climate and organizational commitment. A survey method was used in the research. Two hundred and eighty survey forms were distributed within five financial institutions contact centres in Malaysia. The results of the survey were analysed by using the SPSS programme. The results of the analysis found that the service quality in contact centres are significantly related to the contact centre representatives work climate and organizational commitment. 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