This study aims to analyse the total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

Considering the increasing demand for cosmetic surgery and the number of private cosmetic surgery clinics, it is essential to measure and manage the quality of services provided by these clinics. Obtaining sufficient knowledge about the content perceived by the clients of the quality of services provided by specialized clinics can affect identifying improvement opportunities and criteria that will cause their competitive advantage, and on the other hand, it also prevents wasting resources. For this purpose, this study aims to identify, evaluate, and prioritize the criteria for quality improvement in cosmetic surgery clinics. First, the effective criteria focus on the quality of medical services have been identified by reviewing the research background. Then, the identified criteria in the case study are customized by the Delphi method, and then the DEMATEL-based analytic network process method (DANP) is applied to reveal their causal relationships between criteria and sub-criteria to determine the direct and indirect influences, and finally, all of them are prioritized. In the end, based on the obtained results and knowledge of experienced medical experts in the case study, some managerial solutions are proposed to improve the quality of the provided medical services.

This study aims to investigate the impact of logistic management on maritime transportation Service Performance in Oman. According to the resource-based view theory, firms with an inward organizational focus believe that performance stems from unique resources and capabilities specific to the firm. Based on this premise, successful companies aim to cultivate distinctive capabilities, often of intangible nature, to drive future competitiveness. This descriptive study examines the impact of logistic management on maritime transportation service performance. Based on a non- probability sample of 200 respondents from logistics and maritime transport service companies. The relationship between variables was analyzed using structural calculation modeling. The results showed that five out of the nine hypotheses were all positively and significantly supported (supply to services quality, transportation to cost, transportation to services quality, transportation to time and warehousing to cost). While the relationship between (supply to cost, supply to time, warehousing to service quality, warehousing to time) were not supported. The study focuses on the one maritime service provider in Oman, thus precluding the generalizability of findings to other logistics service or logistics areas.

The main problem of this research was that Shopee Express, one of the companies operating in a delivery service provided by an e-commerce platform, faced a significant challenge in keeping its existence and showed a decreased performance. This research empirically examined the influence of service quality and punctual delivery on customer loyalty through customer decision as the intervening variable in the logistic company Shopee Express case study. The sample of this research was the customers of Shopee Express, with as many as 203 respondents using the path analysis method. From the discussion, it was known that there was a significant influence of service quality and punctual delivery simultaneously on customer loyalty through customer decision, and there was a significant influence of customer decisions on customer loyalty. The implication of this research was the importance of Shopee Express Indonesia continuously improving its service quality and punctual delivery to enhance customer decisions and customer loyalty. The key finding of this research could give valuable insight to the company management in developing its strategy to improve customer satisfaction and loyalty.

This research used a quantitative method designed based on positivism to examine the determinants of revisit intention on rafting tourism MSMEs in Bali Mediated by trust and brand love. Data were collected from 328 Indonesian Tourists with rafting history using questionnaires. The data collected were descriptively and inferentially analyzed using SPSS_29 and SEM with SmartPLS_3 software, respectively. The results showed that 1) The effect of Attitude, perceived risk, trust, and brand love, on revisit intention had a positive significant, while the effect of service quality had a positive insignificant; 2) Trust is positively and significantly influenced by attitudes, service quality, and perceived risk; 3) brand love is positively and significantly influenced by attitude; 4) Trust is able to partially mediate the influence of attitude, perceived risks, on revisit intention, while on the effect of service quality on the revisit intention is full mediation; 5) Brand love plays a role in mediating influence of attitude towards revisit intention. Theoretically, contributed to the enrichment of the Theory of Planned Behavior, Experiential Marketing, and Risks. In conclusion, practical implications are needed to educate managers on how to make rafting very memorable, hire guides who master the terrain, determine affordable prices, manage brand, and make rafting tours in Bali more attractive to increase intention to revisit. Practical implications for local governments for the accuracy of data on the number of visits require an integrated and connected system, as well as the need for guaranteed protection and security for tourists.

Service quality plays an important role in the enhancement of the satisfaction level of customers or consumers and the financial performance of business organizations. Customers expect excellence in service quality and the gap between the expectations and availability of the services determines the level of the service quality of the business organizations. The primary objective of the study is to measure the service quality of Saudi Arabian banks. An online questionnaire containing SERVQUAL dimensions was administered, and responses were analyzed by applying the F test two sample variances, and rank correlation. Financial information extracted from the selected Saudi Arabian banks for the period 2018 to 2022 and ROA (return on assets) and ROE (return on equity) were calculated to get the financial performance. The combined study of rank analysis of financial variables and SERQUAL variables indicates that financial performance is positively and moderately governed by the Tangibility, Assurance, and Empathy dimensions of service. Overall, the expectations of the bank clients are higher than the availability of services in Saudi Arabian banks. There is a need to improve the Reliability and Responsiveness to enhance the level of service quality in Saudi Arabian banks.

Intense business competition urges companies to continually enhance their marketing strategies to retain and attract customers. Therefore, a profound understanding of factors influencing customer loyalty becomes crucial. Service quality, customer satisfaction, and supply chain value are considered key factors affecting customer loyalty. However, the relationships between these variables and the role of Customer Relationship Management (CRM) as a mediator need further investigation, especially in the context of Indonesian companies. Hence, this research aims to contribute a deeper understanding of the interconnection between service quality, customer satisfaction, supply chain value, and customer loyalty, as well as to explore the role of CRM as an essential link in this dynamic. The research methodology employed is quantitative, utilizing a Likert scale questionnaire distributed online to managers and employees in the automotive sector listed on the Indonesia Stock Exchange (IDX). Out of 400 distributed questionnaires, 261 were successfully collected, with 14 incomplete responses, resulting in a final sample size of 247. Data collection took place from June to August 2023. In data analysis, the study applied the Structural Equation Modeling (SEM) approach using the SmartPLS analysis tool. The research findings indicate that service quality significantly influences CRM, while it does not have a direct significant impact on customer loyalty. Customer satisfaction significantly affects both CRM and customer loyalty. Supply chain value significantly influences CRM but does not have a direct impact on customer loyalty. Customer Relationship Management proves to mediate the relationships between service quality and customer loyalty, customer satisfaction and customer loyalty, as well as supply chain value and customer loyalty.

Lion Air is an airline that has a low-cost carrier concept, which makes Lion Air an airline that has low prices. With these low prices, does it improve customer fulfillment? This study aims to determine the effects of service quality, amenities, and pricing on purchase choices. Associative quantitative research methodologies are used in this kind of study. The sample comprised 210 individuals who had taken a flight on Lion Air during COVID-19 and were at least 17 years old. The analysis technique uses Amos 24 software and SEM (Structural Equation Modelling) analysis. The results showed that service quality has a favorable and considerable impact on customer satisfaction. Facilities have a significant and positive effect on customer satisfaction. Price has a positive and substantial influence on customer satisfaction.

The purpose of this empirical study is to determine how Jordan's internal control system affects the efficiency of accounting information systems (AIS) services and client satisfaction. The study's goal is to shed light on how important a robust internal control system is for increasing customer satisfaction with AIS services. A quantitative research methodology is used to collect data from a survey of 265 representative customers of Jordanian enterprises (Commercial BANKS). Data is analyzed using second generation analysis technic (SmartPLS) software. In the context of AIS, the findings emphasize the significance of the internal control system in bolstering the link between service quality and customer satisfaction. The research advances our understanding of AIS and has significant ramifications for companies seeking to improve customer satisfaction and service quality. The researcher also offered suggestions for further research.

This research aims to compare the influence of service quality on intention to use broadband internet through attitudes and technology acceptance, as mediator variables between large and small broadband internet service providers (ISPs) in Thailand. A comprehensive review of the literature has modified the development of this behavioral model that explains intention to use of broadband internet. A data set from two groups: large and small broadband ISPs, nationwide survey was conducted in Thailand (n = 928 consumers). The theoretical model was tested using structural equation modeling. The findings show that integrated models have good explanatory power (78.3 percent) to predict customer’s intention to use broadband internet. The results of this study are as follows. Firstly, service quality: tangible, reliability, responsiveness, assurance and empathy, supports second-order factor analysis. Service quality has an influence on attitude, perceived usefulness, perceived ease of use, and intention to use broadband internet both two types of service providers. Secondly, perceived usefulness has a significant effect on attitude, and intention to use only in small companies. Thirdly, attitude, perceived usefulness, and perceived ease of use as mediator variables have a positive effect between service quality and intention to use broadband internet. This study proposes customer acceptance on broadband internet using a modified TAM.to reveal the impact of service quality on intention to use. The results of this study can be replicated and extended to ASEAN countries. The conclusions and implications for management provide alternatives for companies to increase the number of internet users in order to improve overall quality of life.