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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
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    References listed on IDEAS

    as
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