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...

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...