Customers’ Perception on Service Quality in Commercial Records Centre

 
 
 
  • Abstract
  • Keywords
  • References
  • PDF
  • Abstract


    Service quality and customer satisfaction were important elements that businesses need to consider and to ensure they keep on competitive in their business. There is a need to measure these dimensions and to know how it effect the consumers’ perceptions for better understanding of their needs and hence giving the best service to satisfy them. It is important for the Commercial Records Centre (CRC) to have a good service quality in order to sustain their loyalty of their customers. It is very crucial for CRC to evaluate the performance of their services rendered to their customers, due to the fact that satisfied customers in most cases are likely to become loyal to companies. Thus, the aim of this case study is to determine customers’ perceptions on the service quality in one of the CRC in Shah Alam, Selangor Malaysia. Quantitative method is used to conduct the survey. Modified SERVQUAL questionnaire with the requirement standard from MS ISO 11799 (2011), Information and Documentation - Document Storage Requirements for Archive and Library Materials were used to assess the CRC customers or respondents’ perceptions of service quality according to five quality dimensions. From the findings, the most important factor that their customers emphasis from the most important to the least important was Assurance, Reliability, Tangibility, Responsiveness, Empathy. It is proven that, customers’ perception has a relationship or influence with five dimensions in SERVQUAL Model. This is only one finding of a case study. Different CRC will definitely have different findings from the customers perception.

     

     


  • Keywords


    Commercial Records Centre, Service Quality, SERVQUAL, Customers’ Perception

  • References


      [1] Agee J, Naper S. Off-site storage: an analysis. Collection Building. 2007;26(1):20-25. DOI: http://dx.doi.org/10.1108/01604950710721566

      [2] O’Connor S, Wells A, Collier M. A study of collaborative storage of library resources. Library Hi Tech. 2002;20(3):258-269

      [3] Payne L. Depositories and repositories: changing models of library storage in the USA. Library Management. 2005(26(1/2):10-17

      [4] MS ISO 11799. Information and documentation - Document storage requirements for archive and library materials. 2011.

      [5] ISO 11799: 2003. Information and documentation - Document storage requirements for archive and library materials. 2008.

      [6] Faber, Mike. Brief History of Commercial Records Management. 2016. from: http://www.prismintl.org/LearnAboutPRISM/learn/briefhistoryofcommercialrecordsmanagement.Html. Retrieved on 4/6/2016.

      [7] Zeithaml VA, Bitner MJ, Gremler DD. Services marketing. 4th. ed. McGraw- Hill; 2006.

      [8] Harris EK. Customer Service: A Practical Approach. 3rd.ed., New Jersey: Prentice-Hall; 2003.

      [9] Saiful Farik Mat Yatin, Mohd Zairul Masron, Nurussobah Hussin, Hasnah Shuhaimi, Mohd Razilan Ab Kadir, Yap Bee Wah, Graduate employability and entrepreneurship in records management: unexplored potential business in Commercial Records Center. Journal of Informatics and Mathematical Sciences. 2017;9(4):

      [10] Saiful Farik Mat Yatin, Hasnah Shuhaimi, Aszunarni Ayob. Information entrepreneur (Infopreneur): education for economic growth. Paper presented at Oxford Education Research Symposium, Fall Symposium 7-9 December at St Cross College, Oxford. 2016

      [11] Hyman SJ. Opportunities in records management: an overview. 2004. Retrieved May 25, 2017 from http://dhsworldwide.com/

      [12] Dube A, Mukono D, David R. Marketing Commercial Records Centres in Zimbabwe: the success story of Archive-It Services. 2013. Retrieved May 27, 2016, from http://ir.nust.ac.zw/xmlui/handle/123456789/347

      [13] Hamel G. Important of consumer perception. 2015. Retrieved May 27, 2016 from http://www.ehow.com/info_8406791_importance-consumer-perception.html

      [14] Parasuraman A, Zeithaml VA, Berry L.L. A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing. 1985;49(4):41-50

      [15] Parasuraman A, Berry L, Zeithmal V. SERVQUAL: a multi-item scale for measuring consumer perceptions of SQ. Journal of Retailing. 1988;64(2):12-40

      [16] Bidwell S. The four pillars of commercial-records centers: expanding self-storage services. 2008. Retrieved May 25, from: http://www.four-pillars-of-commercial-records-storage/

      [17] Nanulaitta DD. Pengelolaan Commercial Record Center: studi kasus di PT Multtfilling Mitra Indonesia. Unpublished Master’s Thesis, UI-Skripsi. Universitas Indonesia. Fakultas Ilmu Pengetahuan Budaya, Depok. 2001.

      [18] Cheng TL. The paper chase: Regalia hopes to grow storage facilities for major firms. 26 April (2008). Bizweek

      [19] Mohd Nabil Nafi. Industrial Training Report. Unpublished Industrial Training Report, Faculty of Information Management, UiTM Selangor, Malaysia. 2016.

      [20] Yudhawasthi CM. Penanganan rekod inaktif pada lima pusat rekod komersial (Commercial Records Center) di wilayah Jakarta, Bogor dan Bekasi. Unpublished Master’s Thesis, Fakultas Ilmu Pengetahuan Budaya, Universitas Indonesia, Depok. 2002.

      [21] Mohammad Azhan Abdul Aziz, Saiful Farik Mat Yatin, A Conceptual Paper on Customer Satisfaction Toward Commercial Records Center Services. Australian Journal of Basic and Applied Science. Special 2014;8(23):67-74. Retrieved May 25, 2016 from http://www.ajbasweb.com/old/

      [22] Business Records Management, News and events. 2014. Retrieved May 27, 2016, from http://www.businessrecords.com/news/

      [23] Rockpulkit. SERVQUAL model. 2013. Retrieved June 22, 2016 from http://www.slideshare.net/rockpulkit/servqual-model

      [24] Sahil G. Gaps model of service quality. 2014. Retrieved June 27, 2016 from http://www.slideshare.net/sahilgupta

      [25] Auka DO, Joseph NB, Victor M. Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya. British Journal of Marketing Studies. 2013;1(3):32-61

      [26] Siami S, Mohammadbagher G. The Measurement of Service Quality by Using Servqual and Quality Gap Model. Indian Journal of Science and Technology. 2012;5(1):1956-1960

      [27] Kumar M, Kee F, Manshor A. Determining the relative importance of critical factors in delivering service quality of banks: an application of dominance analysis in SERVQUAL model, Managing Service Quality. 2009;19(2):211-228

      [28] Yeo RK. Brewing service quality in higher education. Quality Assurance in Education. 2008;16(3):266-286


 

View

Download

Article ID: 25728
 
DOI: 10.14419/ijet.v7i3.7.25728




Copyright © 2012-2015 Science Publishing Corporation Inc. All rights reserved.