Universiti Teknologi Malaysia Institutional Repository

The effectiveness of email use by Malaysia Government Ministries

Hashim, Noor Hazarina and Wan Mohamad, Wan Maisara (2010) The effectiveness of email use by Malaysia Government Ministries. In: International Conference on Business and Economic Research (ICBER) , 15-16 Mac 2010, Kuching, Sarawak.

Full text not available from this repository.

Official URL: http://www.internationalconference.com.my/proceedi...


This study used a mystery email approach to investigate the effectiveness of email use by Malaysian Government agencies. The ministries had difficulty in providing quality email response across the five criteria, prompt, polite, professional, personal and promotions. The poor responsiveness and quality by the ministries illustrate that better email policies and training would give the ministries an immediate competitive advantage via improved email customer service. The article closes with practical suggestions to improve email and future research

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:electronic government, information technology, online services, email
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
?? HD30 ??
Divisions:Management and Human Resource Development (Formerly known)
ID Code:24356
Deposited By: Mrs Liza Porijo
Deposited On:26 Sep 2012 02:13
Last Modified:26 Sep 2012 02:13

Repository Staff Only: item control page