The purpose of this study is to identify factors that are influencing customer service delivery of mobile banking services in Malaysian banking industry. The study also aimed at coming up with a new model describing customer service delivery. This study modified the concept of Kano's Model...

Purpose: A proposed analytical model in this research analyses the corresponding angles of the strategic triangles (Prospector, Analyzer, and Defender). The model compares the angle differences between the strategy and resource triangles with opinions from different management groups of...

Purpose: This paper tries to find operative competitive advantage. The results of this paper help small and medium size enterprises (SMEs) which are striving to export. In fact, this paper introduces a new technique which applies critical factor analysis, risk and opportunities analysis to...

The purpose of this study is to find out how to manage knowhow in an old company with a new service. There are many different matters of concern when launching a new service on the market. That is why the aim of this study was to give priority to areas in managing the knowhow and thus support...

Purpose – Projects almost invariably involve a variety of diversely skilled people from different national, organisational, and professional cultural backgrounds. These people come together for a specific period of time to accomplish certain unique, unpredictable, and complex objectives. These...

This short analysis presents perspective and a holistic method for approaching and measuring customer satisfaction. The Balanced Critical Factor Index (BCFI) method is a measurement tool to indicate which attribute of a business process is critical and which is not, based on the experience and...

This study is about the impact of online banking on customer service delivery in Malaysian banking industry. Due to the challenges of globalization and intensive competition, Banks were compelled to comprehend the services of online banking in order to entice the existing and the potential...

Purpose: This paper aims to present a fresh idea on how to model and examine the level of sustainable competitive advantage (SCA) with and without knowledge/technology (K/T) effects in a case company’s operation by taking the manufacturing strategy’s development directions and the efficiency...

Today’s concern and problem for most of the companies is the way of surviving and prospering in current and future periods of time in the marketplace.Sustainable competitive ability can be one of the ways of adaptation to the global business and rapid environment requirements.Operational...

This study aims to present path the joint performance – how the build dynamic capabilities for public critical asset maintenance. The study examined this by finding out the Sand Cone model and Kano model content linkages to the 20 Finnish largest municipality’s Council’s Action Plans...