Customer Service Management Audit: Opportunities and Challenges

Abdul Kadir Othman, Nur Najjah Abd Rahim, Masrur Mohd Khir, Mazuin Mat Halif, Ariff Azly Muhamed and Mohd Zamri Abu Bakar
Additional contact information
Abdul Kadir Othman: Faculty of Business and Management, Universiti Teknologi MARA 40450 Shah Alam, Selangor, Malaysia
Nur Najjah Abd Rahim: Department of Entrepreneurship and Marketing Studies, Faculty of Business and Management, Universiti Teknologi MARA Cawangan Selangor, Puncak Alam, Selangor
Masrur Mohd Khir: Department of International Business and Management Science Faculty of Business and Management, Universiti Teknologi MARA Cawangan Selangor, Puncak Alam, Selangor
Mazuin Mat Halif: Department of Technology and Supply Chain Management Studies, Faculty of Business and Management, Universiti Teknologi MARA Cawangan Selangor, Puncak Alam, Selangor
Ariff Azly Muhamed: Department of Technology and Supply Chain Management Studies, Faculty of Business and Management, Universiti Teknologi MARA Cawangan Selangor, Puncak Alam, Selangor
Mohd Zamri Abu Bakar: Department of Technology and Supply Chain Management Studies, Faculty of Business and Management, Universiti Teknologi MARA Cawangan Selangor, Puncak Alam, Selangor

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 7, 163-177

Abstract: Malaysian service organizations have realized the importance of offering excellent customer service to retain customers for an extended period. To formalize the initiative, SIRIM has developed a standard, organized an assessment, and awarded organizations practicing outstanding customer service. Since 2016, many Malaysian service organizations have received awards for their excellent service. However, these organizations face various challenges in implementing the requirements and maintaining the certification. Based on our audit experience, this paper will discuss the opportunities for accreditation and the challenges faced by 50 participating organizations since 2016. The study’s findings will benefit certified organizations and those interested in participating in the accreditation effort. Some suggestions are highlighted to address the organization’s challenges for future consideration. The paper will also highlight contributions to the existing body of knowledge for academic purposes.

Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.rsisinternational.org/journals/ijriss/ ... -issue-7/163-177.pdf (application/pdf)
https://rsisinternational.org/journals/ijriss/arti ... ties-and-challenges/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bcp:journl:v:9:y:2025:issue-7:p:163-177

Access Statistics for this article

International Journal of Research and Innovation in Social Science is currently edited by Dr. Nidhi Malhan

More articles in International Journal of Research and Innovation in Social Science from International Journal of Research and Innovation in Social Science (IJRISS)
Bibliographic data for series maintained by Dr. Pawan Verma ().