IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v9y2025issue-7p163-177.html
   My bibliography  Save this article

Customer Service Management Audit: Opportunities and Challenges

Author

Listed:
  • 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)

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.

Suggested Citation

  • Abdul Kadir Othman & Nur Najjah Abd Rahim & Masrur Mohd Khir & Mazuin Mat Halif & Ariff Azly Muhamed & Mohd Zamri Abu Bakar, 2025. "Customer Service Management Audit: Opportunities and Challenges," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(7), pages 163-177, July.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-7:p:163-177
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-9-issue-7/163-177.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/customer-service-management-audit-opportunities-and-challenges/
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:9:y:2025:issue-7:p:163-177. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.