Building Better Relationship and Quality Services Towards a Customer Centered Factoring Company

Factoring is one of many financial services and it is designed to improve cash flow of a business by providing secured loan against the outstanding invoices of a business. It offers businesses a flexible means of growth by allowing them to make maximum use of their assets; which in this case is invoice. It is a service of advancing monies to businesses by purchasing their current invoices and collecting the debts for them from their debtors. All these activities involved services and it means that the factoring company and its employee involved directly with the clients. It is therefore, a quality service is needed to ensure the clients are satisfied with the services provided to them. In order to provide the quality service, the company must be a customer centered service company where the company or the service provider build and keep good relationships with the clients. The company must understand the needs of the clients and how to satisfy them to the fullest. Qualitative approach was used in this research. It was conducted at one of the largest factoring house in Malaysia and 100 samples were taken to represent the total population of the factoring companies' clients. Based on the implications of the research findings, several recommendations were discussed