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The effects of customer service management on business performance in Malaysian banking industry: an empirical analysis

✍ Scribed by Kok Wei, Khong; Nair, Mahendhiran

Book ID
127043371
Publisher
Emerald Group Publishing Limited
Year
2006
Tongue
English
Weight
213 KB
Volume
18
Category
Article
ISSN
1355-5855

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## Abstract Structural equation modelling (SEM) is a useful multivariate technique to investigate the causal relationships between variables. This paper uses SEM to model the relationships between critical success factors (CSFs) of business process reengineering (BPR) implementations, customer serv