[1] Albadry, O., Alenezi, M., & Al Naqbi, S. (2025). Total quality management, organizational agility and service quality: Addressing the needs for small and medium enterprises (SMEs). Total quality management & business excellence, 36(5–6), 424–452. https://doi.org/10.1080/14783363.2025.2451355
[2] Álvarez García, J., González Vázquez, E., Del Rio-Rama, M. de la C., & Durán Sánchez, A. (2019). Quality in customer service and its relationship with satisfaction: An innovation and competitiveness tool in sport and health centers. International journal of environmental research and public health, 16(20), 3942. https://doi.org/10.3390/ijerph16203942
[3] Shang, M., Lee, C., Cao, J., & Liu, Y. (2022). A construction and empirical study of quality management evaluation index system in the internet of things industry. Systems, 10(6), 231. https://doi.org/10.3390/systems10060231
[4] Antony, J., Sony, M., Furterer, S., McDermott, O., & Pepper, M. (2022). Quality 4.0 and its impact on organizational performance: An integrative viewpoint. The tqm journal, 34(6), 2069–2084. https://doi.org/10.1108/TQM-08-2021-0242
[5] Hussein, M. (2025). The impact of total quality practices on performance in dairy industry: Insights from almarai, Saudi Arabia. Journal of information systems engineering and management, 10, 1192–1209. https://doi.org/10.52783/jisem.v10i35s.6289
[6] Benitez, G. B., Biondo, D., Seelent, J. F. C., & Kai, D. A. (2025). Investigating the effect of industry 4.0 technologies on lean bundles: A stakeholder perspective for quality improvement. Journal of manufacturing technology management, 36(5), 961_984. doi/10.1108/JMTM-07-2024-0409/full/html
[7] Navarro, G., & Naranjo, G. (2025). Quality culture, quality management, and organizational performance: A structural model for the manufacturing sector. Sustainability, 17(9), 3934. https://doi.org/10.3390/su17093934
[8] Nguyen, N., Nguyen, C., Nguyen, H., & Nguyen, T. A. Van. (2021). The impact of quality management on business performance of manufacturing firms: The moderated effect of industry 4.0. Quality innovation prosperity, 25(3), 120_135. https://doi.org/10.12776/qip.v25i3.1623
[9] Efimova, A., & Briš, P. (2021). Quality 4.0 for processes and customers. Quality innovation prosperity-kvalita inovacia prosperita, 25(3), 1335–1745. https://doi.org/10.12776/qip.v25i3.1609
[10] Shah, S., Asif, M., Shoukat, M. H., Polatci, S., & Rehman, S. U. (2022). Quality management practices and inter-organizational project performance: Moderating effects of inter-organizational communication, relationship, and process conflicts in healthcare. SAGE open, 12. https://doi.org/10.1177/21582440221113829
[11] Sun, Y., & Zhu, W. (2018). Analysis of quality management practice elements based on performance excellence model [presentation]. 2018 international conference on sports, arts, education and management engineering, (pp. 187–190). https://doi.org/10.2991/saeme-18.2018.34
[12] Zhang, D., Linderman, K., & Schroeder, R. G. (2012). The moderating role of contextual factors on quality management practices. Journal of operations management, 30(1–2), 12–23. https://doi.org/10.1016/j.jom.2011.05.001
[13] Kaynak, H., & Hartley, J. L. (2008). A replication and extension of quality management into the supply chain. Journal of operations management, 26(4), 468–489. https://doi.org/10.1016/j.jom.2007.06.002
[14] Lenka, U., Suar, D., & Mohapatra, P. K. J. (2010). Soft and hard aspects of quality management practices influencing service quality and customer satisfaction in manufacturing-oriented services. Global business review, 11(1), 79–101. https://doi.org/10.1177/097215090901100105
[15] Eissa, A., Al-Tarrab, F., Kasem, E., Zaim, Y. Al, Hmidoush, A., Salloum, J., & Ataya, J. (2025). A comparative study of total quality management in healthcare from provider and patient perspectives at Al-Mouwasat University Hospital. Scientific reports, 15(1), 23746. https://doi.org/10.1038/s41598-025-08512-2%0A%0A
[16] Vainieri, M., Ferre, F., Giacomelli, G., & Nuti, S. (2019). Explaining performance in health care: How and when top management competencies make the difference. Health care management review, 44(4), 306–317. https://doi.org/10.1097/HMR.0000000000000164
[17] Quan, J., & Khan, M. S. (2024). The mediating role of job satisfaction and competitive advantage between quality management practices and sustainable performance: Case of hospitals in guangxi, China. Human systems management, 43(6), 971–988. https://doi.org/10.1177/01672533241305208
[18] Gowen III, C. R., Mcfadden, K. L., Hoobler, J. M., & Tallon, W. J. (2006). Exploring the efficacy of healthcare quality practices, employee commitment, and employee control. Journal of operations management, 24(6), 765–778. https://doi.org/10.1016/j.jom.2005.09.005
[19] Sun, H. (2000). A comparison of quality management practices in shanghai and norwegian manufacturing companies. International journal of quality & reliability management, 17(6), 636–660. https://doi.org/10.1108/02656710010315238
[20] Fraboni, F., Brendel, H., & Pietrantoni, L. (2023). Evaluating organizational guidelines for enhancing psychological well being, safety, and performance in technology integration. Sustainability, 15(10), 8113. https://doi.org/10.3390/su15108113
[21] Hofmann, E., & Rüsch, M. (2017). Industry 4.0 and the current status as well as future prospects on logistics. Computers in industry, 89, 23–34. https://doi.org/10.1016/j.compind.2017.04.002
[22] Maresova, P., Soukal, I., Svobodova, L., Hedvicakova, M., Javanmardi, E., Selamat, A., & Krejcar, O. (2018). Consequences of industry 4.0 in business and economics. Economies, 6(3), 46. https://doi.org/10.3390/economies6030046
[23] Müller, J. M., Kiel, D., & Voigt, K. I. (2018). What drives the implementation of Industry 4.0? The role of opportunities and challenges in the context of sustainability. Sustainability, 10(1), 247. https://doi.org/10.3390/su10010247
[24] Li, L. (2024). Reskilling and upskilling the future-ready workforce for industry 4.0 and beyond. Information systems frontiers, 26(5), 1697–1712. https://doi.org/10.1007/s10796-022-10308-y%0A%0A
[25] Baca Neglia, M., Barreto Pio, C., Virú Vásquez, P., Badillo Rivera, E., Césare Coral, M. F., Castro Pantoja, J. B.. (2025). Industry 4.0, circular economy and sustainable development goals: Future research directions through scientometrics and mini-review. Sustainability, 17(14), 6468. https://doi.org/10.3390/su17146468
[26] Fergusson, L., Wells, G., & Kettle, D. (2018). Industrial sustainability and the circular economy as counterparts to the self-referral mechanics of natural law: Part I—a theoretical foundation. Asian journal of environment and ecology, 6(2), 1–18. https://doi.org/10.9734/AJEE/2018/40365
[27] Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2020). Building customer loyalty in retail banking: A serial-mediation approach. International journal of bank marketing, 38(2), 456–484. https://doi.org/10.1108/IJBM-01-2019-0034
[28] Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
[29] Rahmayanti, D., Wirdianto, E., Arief, I., Zahra, A. F., & Ahmad, H. (2021). Factors affecting customer satisfaction in e-commerce. Jurnal ilmiah teknik industri, 20(2), 164–172. https://doi.org/10.23917/jiti.v20i2.15635
[30] Keller, K. L., & Kotler, P. (2015). Holistic marketing: A broad, integrated perspective to marketing management. In Does marketing need reform? (pp. 308–313). Routledge. https://www.taylorfrancis.com/chapters/edit/10.4324/9781315705118-48
[31] Marla, S. (2021). Sentiment analysis of customer feedback on apparel and cosmetics purchase in e-commerce: A take on customer satisfaction. Information technology in industry, 9(1), 786–794. https://doi.org/10.17762/itii.v9i1.199
[32] Nguyen, T. T. N. (2020). Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce. Heliyon, 6(9), e04887. https://doi.org/10.1016/j.heliyon.2020.e04887
[33] Rivai, J., & Zulfitri, Z. (2021). The role of purchasing decisions mediating product quality, price perception, and brand image on customer satisfaction of kopi janji jiwa. Journal of business and management studies, 3(2), 31. https://doi.org/10.32996/jbms%0D
[34] Oluwaseun, A., Debor., & Oluyinka, A. (2020). Development of customers satisfaction model in banking sector using fuzzy cognitive map. Journal of information engineering and applications, 2225–0506. https://doi.org/10.7176/JIEA/10-4-06
[35] Rao, S., Goldsby, T. J., Griffis, S. E., & Iyengar, D. (2011). Electronic logistics service quality (e-LSQ): Its impact on the customer’s purchase satisfaction and retention. Journal of business logistics, 32(2), 167–179. https://doi.org/10.1111/j.2158-1592.2011.01014.x
[36] Suchánek, P., Richter, J., & Králová, M. (2017). Customer satisfaction with quality of products of food business. Prague economic papers, 2017(1), 19–35. https://doi.org/10.18267/j.pep.595
[37] Jain, D. (2024). Customer satisfaction towards online shopping with reference to Ujjain City. Interantional journal of scientific research in engineering and management, 08, 1–5. https://doi.org/ 10.55041/IJSREM33294
[38] Truong, B. T. T., Nguyen, P. V, & Vrontis, D. (2024). Enhancing firm performance through innovation: The roles of intellectual capital, government support, knowledge sharing and knowledge management success. Journal of intellectual capital, 25(1), 188–209. https://doi.org/10.1108/JIC-08-2023-0181
[39] Gautam, T. P. (2022). Human resource practices for achieving organizational performance with reference to demographic analysis. Nepal journal of multidisciplinary research, 5(3), 82–95. https://doi.org/10.29228/sssj.61141
[40] Kosmajadi, E. (2021). The impact of human resources development and organizational culture on employee performance. Budapest international research and critics institute: Humanities and social sciences, 4(2), 2227–2233. https://doi.org/10.33258/birci.v4i2.1915
[41] Wang, C. J. (2022). Exploring the mechanisms linking transformational leadership, perceived organizational support, creativity, and performance in hospitality: The mediating role of affective organizational commitment. Behavioral sciences, 12(10), 406. https://doi.org/10.3390/bs12100406
[42] Truong, B. T. T., Nguyen, P. Van, Vrontis, D., & Ahmed, Z. U. (2024). Unleashing corporate potential: The interplay of intellectual capital, knowledge management, and environmental compliance in enhancing innovation and performance. Journal of knowledge management, 28(4), 1054–1073. https://doi.org/10.1108/JKM-05-2023-0389
[43] Song, B., Li, Y., & Zhao, L. (2019). Complementary effect of knowledge management strategy on firm performance: Evidence from Chinese firms. Sustainability, 11(13), 3616. https://doi.org/10.3390/su11133616
[44] Issah, O., David, A., & Eric, D. B. (2024). Analyzing the influence of organizational culture and top management orientation on the relationship between e-procurement and firms’ performance: A contingency factors perspective. Project management and scientific journal, 7(9), 93–116. https://doi.org/10.4314/pmsj.v7i9.6
[45] Parhan, M., & Bakhtiar, A. (2024). The relationship between total quality management and customer satisfaction through the mediation of employee performance. Jurnal teknik industri, 25(2), 161–172. https://doi.org/10.22219/JTIUMM.Vol25.No2.161-172
[46] Asha, A. A., Dulal, M., & Habib, A. (2023). The influence of sustainable supply chain management, technology orientation, and organizational culture on the delivery product quality-customer satisfaction nexus. Cleaner logistics and supply chain, 7, 100107. https://doi.org/10.1016/j.clscn.2023.100107
[47] Liu, H. C., Liu, R., Gu, X., & Yang, M. (2023). From total quality management to quality 4.0: A systematic literature review and future research agenda. Frontiers of engineering management, 10(2), 191–205. https://doi.org/10.1007/s42524-022-0243-z%0A%0A
[48] Laskurain Iturbe, I., Arana Landin, G., Landeta Manzano, B., & Jimenez Redal, R. (2023). Assessing the uptake of Industry 4.0 technologies: Barriers to their adoption and impact on quality management aspects. 2023, international journal of quality & AMP reliability management, 2420–2442. https://doi.org/10.1108/ijqrm-10-2022-0292
[49] Prashar, A. (2023). Quality management in industry 4.0 environment: A morphological analysis and research agenda. International journal of quality & reliability management, 40(3), 863–885. https://doi.org/10.1108/IJQRM-10-2021-0348
[50] Baran, E., & Korkusuz Polat, T. (2022). Classification of industry 4.0 for total quality management: A review. Sustainability, 14(6), 3329. https://doi.org/10.3390/su14063329
[51] Dovleac, R. (2021). Knowledge management systems in quality 4.0. MATEC web of conferences (Vol. 342, p. 9003). EDP Sciences. https://doi.org/10.1051/matecconf/202134209003
[52] Prashar, A. (2024). Re-examining the quality management and firm performance relationships: Meta-analytical investigation on moderating effects of national culture differences. International journal of quality & reliability management, 41(10), 2579–2603. https://doi.org/10.1108/IJQRM-10-2023-0321
[53] Mgwatu, M. I. (2019). Linking quality management practices with performance of manufacturing industries in Tanzania. Tanzania journal of engineering and technology, 38(01), 60–70. https://doi.org/10.52339/tjet.v38i1.496
[54] Içten, E., Giridhar, A., Taylor, L. S., Nagy, Z. K., & Reklaitis, G. V. (2015). Dropwise additive manufacturing of pharmaceutical products for melt-based dosage forms. Journal of pharmaceutical sciences, 104(5), 1641–1649. https://doi.org/10.1002/jps.24367
[55] Esmonde White, K. A., Cuellar, M., Uerpmann, C., Lenain, B., & Lewis, I. R. (2017). Raman spectroscopy as a process analytical technology for pharmaceutical manufacturing and bioprocessing. Analytical and bioanalytical chemistry, 409(3), 637–649. https://doi.org/10.1007/s00216-016-9824-1%0A%0A
[56] Nguyen, M. H., Phan, A. C., & Matsui, Y. (2018). Contribution of quality management practices to sustainability performance of vietnamese firms. Sustainability, 10(2), 375. https://doi.org/10.3390/su10020375
[57] Yaqub, M. Z., & Alsabban, A. (2023). Industry-4.0-enabled digital transformation: Prospects, instruments, challenges, and implications for business strategies. Sustainability, 15(11), 8553. https://doi.org/10.3390/su15118553
[58] Wolniak, R., Saniuk, S., Grabowska, S., & Gajdzik, B. (2020). Identification of energy efficiency trends in the context of the development of industry 4.0 using the Polish steel sector as an example. Energies, 13(11), 2867. https://doi.org/10.3390/en13112867
[59] Arakcheev, D. V. (2023). The mechanism of management of digital transformation of economic activity of industrial enterprises. siberian journal of economic and business. 12(2), 127–142. https://doi.org/10.12731/2070-7568-2023-12-2-127-142
[60] Nukić, I. Š. (2018). Organizational culture as a determinant of construction companies’ competitiveness: Case study. Organizational culture. BoD books on demand. https://doi.org/10.5772/intechopen.77165
[61] Liu, S. F., Fan, Y. J., Luh, D. B., & Teng, P. S. (2022). Organizational culture: The key to improving service management in industry 4.0. Applied sciences, 12(1), 437. https://doi.org/10.3390/app12010437
[62] Espindola, D. M., Pimenta, M. L., Silva, C. H. P. da, & Bortolaso, I. V. (2023). Systematic literature review in reshoring strategies 4.0. Logistics, 7(3), 42. https://doi.org/10.3390/logistics7030042
[63] Shamim, S., Cang, S., Yu, H., & Li, Y. (2017). Examining the feasibilities of Industry 4.0 for the hospitality sector with the lens of management practice. Energies, 10(4), 499. https://doi.org/10.3390/en10040499
[64] Sarfraz, M., Zhixiao, Y. E., Dragan, F., Ivascu, L., & Artene, A. (2022). Digital transformation strategy and environmental performance: A case study. International journal of computers communications & control, 17(6), 16. https://doi.org/10.15837/ijccc.2022.6.5029
[65] Abbas, J., & Kumari, K. (2023). Examining the relationship between total quality management and knowledge management and their impact on organizational performance: A dimensional analysis. Journal of economic and administrative sciences, 39(2), 426–451. https://doi.org/10.1108/JEAS-03-2021-0046
[66] Singh, V., Kumar, A., & Singh, T. (2018). Impact of TQM on organisational performance: The case of Indian manufacturing and service industry. Operations research perspectives, 5, 199–217. https://doi.org/10.1016/j.orp.2018.07.004
[67] Hassan, A. S., & Jaaron, A. A. M. (2021). Total quality management for enhancing organizational performance: The mediating role of green manufacturing practices. Journal of cleaner production, 308, 127366. https://doi.org/10.1016/j.jclepro.2021.127366
[68] Ayodeji, I. O., Emmanuel, O. O., & Olajiire, E. O. (2021). Impact of total quality management on organisational performance. International journal of research in commerce and management studies, 3(3), 21–32. http://dx.doi.org/10.38193/IJRCMS.2021.3302
[69] Lakhal, L., Pasin, F., & Limam, M. (2006). Quality management practices and their impact on performance. International journal of quality \& reliability management, 23(6), 625–646. https://doi.org/10.1108/02656710610672461
[70] Pignanelli, A., & Csillag, J. M. (2008). The impact of quality management on profitability: An empirical study. Journal of operations and supply chain management, 1(1), 66–77. https://doi.org/10.12660/joscmv1n1p66-77
[71] Wang, C. H., Chen, K. Y., & Chen, S. C. (2011). Total quality management, market orientation and hotel performance: the moderating effects of external environmental factors., 31(1), 119_129. https://doi.org/10.1016/j.ijhm.2011.03.013
[72] Lai, K., & Cheng, T. C. E. (2005). Effects of quality management and marketing on organizational performance. Journal of business research, 58(4), 446–456. https://doi.org/10.1016/j.jbusres.2003.08.001
[73] Oliver, J. (2009). Continuous improvement: Role of organisational learning mechanisms. International journal of quality & reliability management, 26(6), 546–563. https://doi.org/10.1108/02656710910966129
[74] Tarigan, Z. J. H., Basana, S. R., & Suprapto, W. (2018). Enterprise resources planning project manager competency on improving organizational performance through process design and quality performance. Proceedings of the 2018 2nd international conference on e-education, e-business and e-technology (pp. 153–157). ACM (Association for computing machinery). https://doi.org/10.1145/3241748.3241777
[75] Kannan, V. R., Tan, K. C., Handheld, R. B., & Ghosh, S. (1999). Tools and techniques of quality management: An empirical investigation of their impact on performance. Quality management journal, 6(3), 34–49. doi/abs/10.1080/10686967.1999.11919198
[76] Ohipeni, M. T. (2023). The effect of total quality management on customer satisfaction in the downstream petroleum sector in Ghana. Texila international journal of academic research, 88–107. https://doi.org/10.21522/TIJAR.2014.SE.23.01.Art008
[77] Owusu Kyei, M., Kong, Y., Owusu Akomeah, M., & Owusu Afriyie, S. (2023). Assessing the influence of total quality management on customer satisfaction in the telecom industry: A TQM--SERVQUAL perspective. Businesses, 3(2), 251–271. https://doi.org/10.3390/businesses3020017
[78] Omar Ali, S. R., & Abd Hakim Amir, S. N. (2020). Service quality and customer satisfaction: Experience of customers in postal service. Jurnal intelek, 15(2), 67–75. https://doi.org/10.24191/ji.v15i2.308
[79] José Tari, J., & Molina, J. F. (2002). Quality management results in ISO 9000 certified Spanish firms. The tqm magazine, 14(4), 232–239. https://doi.org/10.1108/09544780210429843
[80] Ooi, K. B., Lin, B., Tan, B. I., & Yee Loong Chong, A. (2011). Are TQM practices supporting customer satisfaction and service quality? Journal of services marketing, 25(6), 410–419. https://doi.org/10.1108/08876041111161005
[81] Kushwaha, G. S., & Agrawal, S. R. (2015). Customer management practices: Multiple case studies in stock broking services. International journal of customer relationship marketing and management (IJCRMM), 6(2), 1–14. https://doi.org/10.4018/IJCRMM.2015040101
[82] Kristianto, Y., Ajmal, M. M., & Sandhu, M. (2012). Adopting TQM approach to achieve customer satisfaction: A flour milling company case study. The tqm journal, 24(1), 29–46. https://doi.org/10.1108/17542731211191203
[83] Kibebsii, N., Egwu, B., Ntangti, C., & others. (2023). The influence of service and product quality on customer satisfaction: A study of UBA-Ventures PLC Bambili, Cameroon. Journal of business and strategic management, 8(3), 80–90. https://doi.org/10.47941/jbsm.1376
[84] Sit, W. Y., Ooi, K. B., Lin, B., & Yee-Loong Chong, A. (2009). TQM and customer satisfaction in Malaysia’s service sector. Industrial management \& data systems, 109(7), 957–975. https://doi.org/10.1108/02635570910982300
[85] Nguyen, T. L. H. (2023). On patient satisfaction: Total quality management and perceived service quality. International healthcare review. https://doi.org/10.56226/55
[86] Aimee, R. M. (2019). A thorough literature review of customer satisfaction definition, factors affecting customer satisfaction and measuring customer satisfaction. International journal of advanced research, 7(9), 828–843. https://doi.org/10.21474/IJAR01/9733
[87] Olugbenga, o. o. (2024). Impact of customer satisfaction on organizational performance in nigeria’s brewery industry, British journal of management and marketing studies, 7(3) 102–115. https://doi.org/10.52589/BJMMS-QL267ZRN
[88] Kerdpitak, C. (2021). Determining the brand loyalty of rice business in north eastern of thailand. Turkish journal of computer and mathematics education, 12(6), 4056–4065. https://doi.org/10.35741/issn.0258-2724.56.2.35
[89] Kumar, M., & Misra, M. (2021). Evaluating the effects of CRM practices on organizational learning, its antecedents and level of customer satisfaction. Journal of business & industrial marketing, 36(1), 164–176. https://doi.org/10.1108/JBIM-11-2019-0502
[90] Al Dmour, H. H., Algharabat, R. S., Khawaja, R., & Al Dmour, R. H. (2019). Investigating the impact of ECRM success factors on business performance: Jordanian commercial banks. Asia pacific journal of marketing and logistics, 31(1), 105–127. https://doi.org/10.1108/APJML-10-2017-0270
[91] Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53–66. https://doi.org/10.1177/002224299405800304
[92] Fang, Y. H., Chiu, C. M., & Wang, E. T. G. (2011). Understanding customers’ satisfaction and repurchase intentions: An integration of IS success model, trust, and justice. Internet research, 21(4), 479–503. https://doi.org/10.1108/10662241111158335
[93] Sony, M., Antony, J., & Douglas, J. A. (2020). Essential ingredients for the implementation of Quality 4.0, 32(4), 779–793. https://doi.org/10.1108/TQM-12-2019-0275?urlappend=%3Futm_source%3Dresearchgate
[94] Fonseca, L., Amaral, A., & Oliveira, J. (2021). Quality 4.0: The EFQM 2020 model and industry 4.0 relationships and implications. Sustainability, 13(6), 3107. https://doi.org/10.3390/su13063107
[95] Qureshi, A., Hussain Nawaz, A., & Khan, N. (2022). Role of total quality management towards organizational performance through knowledge transfer and innovation capabilities. Gomal university journal of research, 38, 428–436. https://doi.org/10.51380/gujr-38-04-04
[96] Ooi, L. L., Teh, S. Y., & Cheang, P. Y. S. (2023). The impact of lean production on sustainable organizational performance: the moderating effect of industry 4.0 technologies adoption. Management research review, 46(12), 1802–1836. https://doi.org/10.1108/MRR-06-2022-0448
[97] Yosufzai, S., & Siddiqui, M. Z. (2023). Driving quality performance through digitization and technology management: Mediating role of organization agility. Contemporary issues in social sciences and management practices, 4, 87–100. https://doi.org/10.61503/cissmp.v2i4.85
[98] Fangqi, D., Irfan, M., & Baloch, Z. (2023). Revolutionizing quality performance through digitization, technology management, and environmental management: A cutting-edge PLS-SEM model analysis with organizational agility as mediator and culture as moderator. Frontiers in environmental science, 11, 1169145. https://doi.org/10.3389/fenvs.2023.1169145
[99] Lebdaoui, H., & Chetioui, Y. (2020). CRM, service quality and organizational performance in the banking industry: A comparative study of conventional and Islamic banks. International journal of bank marketing, 38(5), 1081–1106. https://doi.org/10.1108/IJBM-09-2019-0344
[100] Idris, F. (2023). Service innovations, knowledge management, advance technology and organizational performances. International journal of academic reserach in economics and management sciences, 12(2), 2226–3624. https://doi.org/10.6007/IJAREMS/v12-i2/15330
[101] YachouAityassine, F. L., Al Ajlouni, M. M., & others. (2022). The effect of digital marketing strategy on customer and organizational outcomes. Marketing i menedžment innovacij, 13(4), 45–54. https://doi.org/10.21272/mmi.2022.4-05.%0D
[102] Kim, W., Hantula, D. A., & Di Benedetto, A. (2022). Organizational citizenship behaviors perceived by collectivistic 50-and older customers and medical care service performance: An application of stimulus organism response theory. Asia pacific journal of marketing and logistics, 34(10), 2237–2268. https://doi.org/10.1108/APJML-01-2021-0027
[103] Sabella, A., Kashou, R., & Omran, O. (2014). Quality management practices and their relationship to organizational performance. International journal of operations & production management, 34(12), 1487–1505. https://doi.org/10.1108/IJOPM-04-2013-0210
[104] Babu, F., & Thomas, S. (2021). Quality management practices as a driver of employee satisfaction: Exploring the mediating role of organizational image. International journal of quality and service sciences, 13(1), 157–174. https://doi.org/10.1108/IJQSS-10-2019-0124
[105] Udofia, E. E., Adejare, B. O., Olaore, G. O., & Udofia, E. E. (2021). Direct and indirect impact of quality management on the integrated performance of medium-scale manufacturers. The tqm journal, 33(6), 1589–1609. https://doi.org/10.1108/TQM-08-2020-0174
[106] Patyal, V. S., & Koilakuntla, M. (2017). The impact of quality management practices on performance: An empirical study. Benchmarking: an international journal, 24(2), 511–535. https://doi.org/10.1108/BIJ-11-2015-0109
[107] Vo Thanh, T., Zaman, M., Thai, T. D. H., Hasan, R., & Senbeto, D. L. (2024). Perceived customer journey innovativeness and customer satisfaction: A mixed-method approach. Annals of operations research, 333(2), 1019–1044. https://doi.org/10.1007/s10479-022-05079-3
[108] Dikhanbayeva, D., Tokbergenova, A., Lukhmanov, Y., Shehab, E., Pastuszak, Z., & Turkyilmaz, A. (2021). Critical factors of industry 4.0 implementation in an emerging country: Empirical study. Future internet, 13(6), 137. https://doi.org/10.3390/fi13060137
[109] Ntsobi, M. P. (2022). Insights on the costa QDA technique in business and leadership: A post covid-19 outbreak perspective. Medicon eng. themes, 3(6), 61–69. https://doi.org/10.55162/MCET.03.096
[110] Mehregan, M. R., & Khani, A. M. (2024). Improving organizational performance: The role of supply chain 4.0 and financing in reducing supply chain risk. Journal of international business administration, 7(3), 39–59. https://doi.org/10.22034/jiba.2024.60005.2164
[108] Khani, A. M., Rezasoltani, A., Arjmandpour, S., Jafarnjad, A., & Hosseinian. S. H. (2025). The impact of total quality management and visual quality on customer satisfaction and loyalty in the apparel industry: A hybrid approach using pls-sem and shap. Advertising and sales management journal, 6(2), 153–176. https://doi.org/10.22034/asm.2025.2064300.3407
[109] Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39–50. doi/abs/10.1177/002224378101800104