... a firm's competitiveness. Malaysia Customer services quality Total quality management Market orientation Service quality As suggested by Gummesson (1998) , quality management can be driven not only internally from the individual organization, but also externally from the marketplace...

... to measure the relative importance of each critical factor in closing up overall service quality gap of banks. Design/methodology/approach The sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts...

...‐factor structure of the SERVQUAL scale in a new country setting, that is, Malaysia. In addition to these, there are a multitude of other definitions and interpretations of culture. As acknowledged by Kale (1991) , the many definitions offered by the literature present difficulties in arriving...

...M. Sadiq Sohail This paper examines and measures the quality of services provided by private hospitals in Malaysia. Empirical research is used to determine patients’ expectations and perceptions of the quality of service, and a comprehensive scale adapted from SERVQUAL is empirically evaluated...

... by the implementation of re‐engineering initiatives in many Malaysian banking institutions and the Central Bank of Malaysia, Bank Negara, is in favour of these initiatives. Nevertheless the effectiveness of BPR in this context has hitherto not been investigated. The aim of this paper is to investigate the effectiveness...