Abstract:Abstract-Benchmarking of online social network is a tool for continuous improvement in an organizational setting. This study examines the underline practice of online social network in benchmarking the practice in small and medium scale enterprises in Malaysia. The study employed qualitative approach by interviewing small and medium enterprise owners. The result indicate there are changes in performance by adopting benchmarking for service delivery that result from using new medium. It also implied that benchm… Show more
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