Can internal control components influence internal customer satisfaction? An applied study in a shared service centre / Kamaruzzaman Muhammad ... [et al.]

• Main Authors: Muhammad, Kamaruzzaman, Mohd Rafi, Ridzuan Hashim, Ghani, Erlane K, Sukmadilaga, Citra
• Format: Article
• Language: English
• Published: Accounting Research Institute (ARI), Universiti Teknologi MARA, Shah Alam 2024
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/103379/1/103379.pdf; https://ir.uitm.edu.my/id/eprint/103379/
• Institution: Universiti Teknologi Mara

This study examined whether internal control components can influence internal customer satisfaction in a shared service centre of a company in Malaysia. Specifically, five internal control components based on the COSO framework were chosen: control environment, risk assessment, control activities,...