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.

Developing green supply chains is a solution that many countries pursue to improve supply chain efficiency and thereby make businesses and the economy more efficient and optimal. Researching the impact of green supply chain management on the performance of businesses in Vietnam, the study conducted a survey of 210 businesses operating in Vietnam and through quantitative analysis, the research results showed that the green supply chain practices help the supply chain develop more sustainably and thus can improve business performance. Research also suggests that business leadership and strategic planning ability have a positive impact on business performance.

Hospitality industry always looks for the exhibition of positive emotions from employees’ side and employees display it through suppressing negative emotions (surface acting) or expressing positive emotions (deep acting). The aim of this study is to examine the impact of emotional labor strategies on emotional exhaustion of employees through moderating effect of perceived organizational support. The study uses a sample of 190 employees of chain hotels situated in Lahore, Pakistan. Results concludes that hotels in hospitality sector should value the emotions of frontline employees to prevent them from getting emotionally exhausted, so they could serve the customers’ productively. Similarly, if organizations develop a mechanism and system that enhance the positive perception of organizational support among employees, it will decrease the adverse consequences of emotional labor. This research could be carried out in other service sectors like education, health, banking, airlines etc. where frontline employees matter a lot for organizational image.

The purpose of the study is to evaluate the efficiency of Islamic Rural Banks (BPRS) and analyze the factors that determine them using a two-stage approach to Data Envelopment Analysis (DEA). DEA in this study focuses on the production, intermediation, and inefficiency causes. This research was done on BPRS across Indonesia. The data were taken from a financial report for the 2013-2021 period. The source of the data was a publication from the Financial Services Authority of Indonesia. The data were analyzed using the non-parametric approach with a two-stage DEA method. The input variables were personnel costs, fixed assets, and third-party funds. The result shows that Revenue Sharing, ROA, and Growth have a significant positive effect on DEA. BOPO and inflation have a positive but insignificant effect on DEA. While NPF and FDR have negative but insignificant effects on DEA. Then CAR has a negative and not significant effect on DEA. It also shows that the variables of Revenue Sharing, NPF, ROA, CAR, FDR, BOPO growth, and inflation have a simultaneous effect on DEA.

Businesses play an important role in the economy in most countries. Businesses contribute to increased productivity, output and jobs for the economy. Therefore, governments of countries always create favorable business environments to help businesses operate more efficiently, and thereby contribute to the economy. Transforming the industrial revolution 4.0 has brought businesses certain benefits to operations, improving productivity and efficiency. Using data in real estate businesses, through regression analysis, the research results confirm the technology factor has not yet affected the financial performance of enterprises, which can show that businesses need enough time to absorb technology in production activities to have a change in its output. In addition, there exists the negative relationship of leverage in the business and financial performance. Or it can also be confirmed that enterprises that choose their own capital are often more effective than enterprises that choose capital from loans and external financing. The study also confirms that enterprises with the ability to manage total asset turnover have higher financial efficiency. However, the research shows that interest rates have a negative effect on business operations, businesses with high interest rates have a negative effect on business operations, and vice versa.

The article aims to develop a model for efficiency evaluation of a socially responsible enterprise. It is established that social responsibility is now effectively implemented at enterprises to increase their competitiveness level, ensure the efficiency of business processes and improve the quality of prod-ucts or services. A model for efficiency evaluation of a socially responsible enterprise is proposed. An expert evaluation was conducted, which consisted of importance evaluation of the stakeholders’ inquiries and efficiency evaluation of socially responsible activities is conducted by the business en-tity. It is proposed to calculate the stakeholders’ interests’ priority level by using the document “The stakeholders' interests’ priority level evaluation”, which allows obtaining full compliance with GRI and ISO 26000 standards. It is established that it is obligatory to adjust the weight part of the enter-prise calculated efficiency indicator, given by experts, to their priority level. It was also found that the activity of the enterprise was inefficient.

The purpose of this article is to make an assessment on infrastructure development efficiency based on Data envelopment analysis (DEA) method. The proposed method allows assessing the level of current infrastructure conditions which provides production and social dimension of its stable development. The article substantiates the necessity of conducting an analytical assessment of infrastructure development level which identifies its weaknesses and determines potential of improving its performance indicators. An integral assessment of transport infrastructure efficiency is proposed. To assess the problems of infrastructure development provision, a comparative analyses and ordering the objects according to growth or decrease of the indicators is performed. The results of the research allow discovering the causes of harmful phenomena in the system of management and development, and identifies major trends and prospects of development.

The article presents a methodological tool for analysis and evaluation of business processes of Ukrainian en-terprises. The proposed methodology is provided for the identification of “problem” areas of certain business processes by calculating average weighted, integral and generic indicators of efficiency and effectiveness. It allows to evaluate the status of both certain business processes of enterprises and their totality, and to set the priorities of management actions for their improvements. The proposed methodology is examined on the example of a specific enterprise of the construction industry. In the framework of the proposed criteria (financial-economic, resource-production, external integration, organizational), a list of indicators, taking into account the specifics of the enterprise are formed. Assessment of the efficiency and effectiveness of business processes by the specified criteria and indicators allows one to monitor the current activity of the enterprise and evaluate the effectiveness of its operations at every moment of time.

The aim of this study is to design, build and validate a scale for the measurement of Saudi industrial Organizations' SC Management Practices (SCMP), and also to evaluate its efficiency at various SCM measurements. The analysis identified 20 constructs of (SCMPs) based on a comprehensive literature review; namely Strategic Partnership of Suppliers (SPS), Customer Relationship (CR), Information Sharing (IS), Information Quality (IQ), Postponement (PST), Agreed Vision and Goals (AVG), Sharing of Risks and Rewards (SRR), Lean Manufacturing (LM), Total Quality Management (TQM), Organizational Culture (OC), Information and Communication Technology (ICT), Benchmarking and Performance Measurement (BPM), Agile Manufacturing (AM), Outsourcing (OUT), Just In Time Manufacturing (JIT), Green SC Management (GSCM), Reverse Logistics (RL), Vendor Managed Inventory (VMI), Radio Frequency Identification (RFID), and SC Integration (SCI), and four SCM performance structures in particular namely; Flexibility Perspective (FLP), Efficiency Perspective (EFP), Customer’s Perspective (CSP), Product Innovation Perspective (PIP). A survey tool based on the existing literature was developed and relevant data were collected from 351 Industrial Saudi organizations on this tool. In the data analysis the validation of the instrument is mainly carried out with confirmatory factor analysis in terms of unidimensionality, durability, convergent validity, discriminant validity, nomological validity, and the associated validity criteria. A parsimonious instrument that makes an important contribution to the SCM literature is generated by the results of this research. The instrument will allow an enterprise to incorporate various SCMPs, to keep track of the implementation status, and then to evaluate SCM performance to the SCM dimensions.

As operating the business in the economy, all enterprises are interested in the business efficiency. Business efficiency is not only a measure of organizational performance and business management but also it is a vital issue for businesses operations. That is why defining the factors affecting business performance in enterprises, especially small and medium-sized enterprises accounted for more than 80 percentage of the enterprises in Vietnam plays a very important role in helping business managers find solutions to improve the business efficiency. This paper is conducted to determine the factors affecting the business performance of these groups of businesses from the perspective of business managers and the business. This study is based on a survey from 100 business managers and 400 small and medium enterprises in Vietnam. Through the EFA analysis tool, we found some similarities in terms of the groups of factors affecting the business performance in small and medium enterprises in Vietnam between the perspective of business managers and perspective of the enterprises. Both the surveyed groups defined that there were three factor groups influencing the business efficiency: (1) group of institutional, policy and infrastructure factors, (2) group of factors associated with enterprises and (3) group of factors related to the environment outside the enterprise.