impact of technology in service industry

1855 Words Oct 23rd, 2013 8 Pages
Evaluate the impact of technology in increasing Malaysia’s quality of the service industry.
1.0 Introduction Nowadays, with the continuous growth of competition in the market place, understanding customer satisfaction has become very important in service industry (Chun Wang, 2006). The role of technology in service industry has helped a lot of organizations to reduce unnecessary expenses and uncertainties. It has been used to standardize services by reducing the customer interface (Quinn, 1996). On the other hand, most of consumers nowadays are also prefer to choose a technology-based service delivery and it has also rising some significant concern about the impact that technology on service quality and how it affects customer
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On the other hand, CIMB Bank Berhad and Public Bank also recommend similar services in the own portal CIMBClicks.com and PBeBank.com. CIMBClicks.com was then become second popular Internet Banking site next to Maybank2u.com with hit around 475,000 active users recorded. The third most visited Internet Banking site is PBeBank.com, with 325,000 unique visitors using the website. But among these banks, CIMB bank was the first bank that has been rewarded as the "Best Internet Bank in Malaysia" at Global Finance's The World's Best Internet Bank Awards ceremony in year 2010. According to Global Finance magazine publisher Joseph D. Giarraputo, the company has put a lot of hard work by making sure that they provide their customers the most excellent service with the highest level of security is laudable. Besides that, the head of retail and financial services of CIMB bank, Peter England also said that this honor recognizes all its hard work to offer a secure online platform to its customers (The Sun Daily, 2010). Mobile banking is also one of the internet banking. It has been very popular nowadays among Malaysian due to dramatic increase of smart phone users. It allows user to make payments to selected merchants by using mobile phones. Payments and purchase of goods and services can be done without cash transactions. It is easy as ABC because user only have to
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