Services management and marketing studies in Malaysia

• Other Authors: Aliah Hanim Mohd. Salleh, Ahmad Azmi Mohd. Ariffin, June M. L. Poon, Aini Aman
• Format: Book
• Language: English
• Published: UKM, Bangi UKM Graduate School of Business 2009; ©2009
• Subjects: Service industries > Research > Marketing > Malaysia; Customer services > Research > Marketing > Malaysia
• Online Access: Click Here to View Status and Holdings.
• Physical Description: xxxvii, 365 pages illustrations 24 cm.
• Bibliography: Includes bibliographical references and index
• ISBN: 9789834480035; 9834480032

The advent of internet has birthed a new set of industries which provides platforms for companies to host their web and email applications. For this reason, data centres in the recent decade have gained prominence in the service industry. While past research has shown strong evidence of direct relationship between service quality and company's profitability. research on Perceived Service Quality constructs in the data centre services industry has yet to be developed by researchers. This study determines the service attributes of Reliability. Responsiveness and Assurance dimensions of the Perceived Service Quality construct in the context of data centre services industry in Malaysia. The study involves in-depth interviews with two industry experts and the objective of these interviews is to gain a deeper understanding of the conceptual definition of the Perceived Service Quality construct in data centre services. The findings identified 31 new service attributes, 12 for Reliability, 10 for Responsiveness and 9 for Assurance. Ten research propositions and several suggestions for future research directions were are highlighted, this in view of limitations faced by this study.