The effects of customer service management on business performance in Malaysian banking industry: an empirical analysis

Kok Wei Khong · Mahendhiran Sanggaran Nair

31 citations0/0 files storedAsia Pacific Journal of Marketing and Logistics

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Customer Service Quality and Loyalty Banking Sector Performance and Management Customer churn and segmentation

Abstract

Purpose – The aim of this paper is to examine the degree of how customer service management (CSM) affects perceived business performance measures (PBPM) in Malaysian banks and finance companies.

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References

1993Reengineering the corporation: A manifesto for business revolution 2011Reliability and Validity Assessment 1977Marketing Research: Methodological Foundations 1970Marketing Research 1984Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit 1998Intellectual capital: an exploratory study that develops measures and models 2000Intellectual capital and business performance in Malaysian industries 2006Knowledge acquisition from foreign parents in international joint ventures: an empirical examination in the Hungarian context

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