A study on the service functionality of Sabah Credit Client Center / Courtney V. Sunggip

Customer complaints may come from the inefficiency of the Service Functionality of an organization. The study aimed to identify the Service Functionality of Sabah Credit Corporation Client Center, to study whether the service designed at the Client Center is efficient enough as well as whether customer involved in the service could interact with the Client Center with the most efficient way. Key findings were that certain area in the service at the Client Center was not efficiently designed. Responses from the customers tell that even though the staffs delivered the service proficiently but still quite a number of customers were unhappy on certain matter especially the queue and waiting time. The paper concludes with suggestions for future research and managerial implications.