Purpose-The purpose of this paper is to examine the critical success factors of business process reengineering (BPR) in higher education (HE). Design/methodology/approach-Empirical case studies collected from three private higher education institutions in Malaysia, which have embarked on BPR successfully. Findings-Seven factors were found to be critical to BPR implementation success. The factors are teamwork and quality culture, quality management system and satisfactory rewards, effective change management, less bureaucratic and participative, information technology/information system, effective project management and adequate financial resources. Research limitations/implications-The paper provides a framework for future research to explore organisational development in making BPR happen successfully. Originality/value-This research contributes to studies of BPR in HE context, by considering the soft issues in its implementation.

The c~in-en1 issue and full text archive cd tliis joi~rnal is avnilal~le at ww~~.en~eralclinsigh(.co~nll 4(i:I-7154.1111n BPA/JJ 16,3 Assessing the relationship between firm resources and product innovation perf onnance A resource-based viewLily Julienti Ahu Baltar and Hartini A h i n a d

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

The objective of this study is to investigate the main hypothesis between change management and operational excellence. This empirical research utilizes causal studies as it attempt to ascertain the relationship between the soft systems in the change management and operational excellence.The study focuses on the soft systems (i.e. leadership, human resource, culture) in the change management. Based on the literature review, the authors develop a linkage that the change management factors are likely to contribute positively to the operational excellence of the organization. A survey of a sample of Malaysia's manufacturing leading sector, Electrical and Electronics (E&E) industry was conducted between February 2013 and June 2013. More than 100 organizations responded to the questionnaire survey. Data was analyzed using multiple regressions. The theoretical framework guided by theoretical perspectives which is the resource-based view. There was a significant and positive relationship between transformational leadership style, human resource practices and involvement cultural trait on the achievement of operational excellence. Importantly, this research finding adds value to theory building in both change management and operational management domains. The contribution to a body of knowledge in terms of promoting better understanding of the operational excellence in Malaysian E&E industry. Practical adoption of change management may improve infrastructural decision areas of manufacturing

Purpose This study aims to explore the impact of system quality dimensions, namely, ease of use, accessibility, interactivity and website innovativeness on service quality (SQ) and customer satisfaction. Design/methodology/approach The study used a quantitative approach, by using a survey method. The unit of analysis was the individual. A total of 618 questionnaires were randomly distributed to university students and staff in Jordan. The partial least square path-modeling method was used in the estimation of causal relationships of the constructs examined in the study. Findings The outcomes of this study showed that ease of use, interactivity and website innovativeness have significant positive relationships with the SQ. Consequently, SQ significantly influences customer satisfaction. Research limitations/implications Limitations of this research were related to the unit of analysis, as it was conducted within the geographical region of Jordan and the university context, where the culture and level of the technological advancement may be different than other countries. Practical implications This research can assist mobile commerce (m-commerce) service policymakers to formulate significant policies that could enhance the nature of services being rendered and thus bring greater benefits to the customers. Originality/value This research has extended the body of knowledge on emerging trends in m-commerce innovation adoption, more specifically in the university context. Furthermore, it offers insight on the importance of m-commerce in the minds of customers, in such a way that it will bring about the intention to repeat patronage in the future.