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...

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...

Purpose – To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the...