Abstract

Objectives: The study aimed to identify the extent to which the use of non-financial performance indicators influences the enhancement and improvement of the competitive advantage of Sudanese commercial banks through a field study conducted on a number of commercial banks in the Red Sea State. Methods: The research adopted a descriptive-analytical approach to explore the opinions of employees in the commercial banking sector within the state regarding the effectiveness of non-financial performance indicators in supporting the competitive advantage of these banks. Results: The results of the statistical analysis confirmed the validity of the main hypothesis of the study, which states that there is a statistically significant relationship between the use of non-financial performance indicators (service quality and customer satisfaction, efficiency of internal operations, transparency and disclosure, sustainability and social responsibility) and the improvement of the competitive advantage of Sudanese commercial banks. Conclusions: The study recommended several measures, including focusing on improving the quality of services provided to customers through continuous employee training, regularly measuring customer satisfaction, developing technological infrastructure, and consistently updating operational processes to enhance performance efficiency and reduce errors and delays.