{"id":"https://openalex.org/W3118614332","doi":"https://doi.org/10.1109/ieem45057.2020.9309778","title":"Total Quality Management & Customer Satisfaction in Public Hospitals in Sri Lanka","display_name":"Total Quality Management & Customer Satisfaction in Public Hospitals in Sri Lanka","publication_year":2020,"publication_date":"2020-12-14","ids":{"openalex":"https://openalex.org/W3118614332","doi":"https://doi.org/10.1109/ieem45057.2020.9309778","mag":"3118614332"},"language":"en","primary_location":{"id":"doi:10.1109/ieem45057.2020.9309778","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ieem45057.2020.9309778","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5012686476","display_name":"H. K. Pemal Daksith","orcid":null},"institutions":[{"id":"https://openalex.org/I195740183","display_name":"University of Moratuwa","ror":"https://ror.org/0491f5305","country_code":"LK","type":"education","lineage":["https://openalex.org/I195740183"]}],"countries":["LK"],"is_corresponding":true,"raw_author_name":"H. K. Pemal Daksith","raw_affiliation_strings":["University of Moratuwa,Department of Transport and Logistics Engineering,Colombo,Sri Lanka"],"affiliations":[{"raw_affiliation_string":"University of Moratuwa,Department of Transport and Logistics Engineering,Colombo,Sri Lanka","institution_ids":["https://openalex.org/I195740183"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5084355217","display_name":"Uthpalee Hewage","orcid":"https://orcid.org/0000-0002-0783-4732"},"institutions":[{"id":"https://openalex.org/I195740183","display_name":"University of Moratuwa","ror":"https://ror.org/0491f5305","country_code":"LK","type":"education","lineage":["https://openalex.org/I195740183"]}],"countries":["LK"],"is_corresponding":false,"raw_author_name":"Uthpalee Hewage","raw_affiliation_strings":["University of Moratuwa,Department of Transport and Logistics Engineering,Colombo,Sri Lanka"],"affiliations":[{"raw_affiliation_string":"University of Moratuwa,Department of Transport and Logistics Engineering,Colombo,Sri Lanka","institution_ids":["https://openalex.org/I195740183"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5012686476"],"corresponding_institution_ids":["https://openalex.org/I195740183"],"apc_list":null,"apc_paid":null,"fwci":0.5085,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.73536516,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":96},"biblio":{"volume":"12","issue":null,"first_page":"1246","last_page":"1250"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13164","display_name":"Quality and Management Systems","score":0.9937999844551086,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14356","display_name":"Organizational Leadership and Management Strategies","score":0.9710999727249146,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.8309710025787354},{"id":"https://openalex.org/keywords/total-quality-management","display_name":"Total quality management","score":0.7735583186149597},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6690270304679871},{"id":"https://openalex.org/keywords/public-sector","display_name":"Public sector","score":0.5279818177223206},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.513225793838501},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5132079124450684},{"id":"https://openalex.org/keywords/sri-lanka","display_name":"Sri lanka","score":0.4954479932785034},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.4571745991706848},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4453299939632416},{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"Patient satisfaction","score":0.4261375963687897},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3984951376914978},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.35746195912361145},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3479037284851074},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1758517622947693},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.11529141664505005},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.08966180682182312},{"id":"https://openalex.org/keywords/socioeconomics","display_name":"Socioeconomics","score":0.07748299837112427}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.8309710025787354},{"id":"https://openalex.org/C138897024","wikidata":"https://www.wikidata.org/wiki/Q381001","display_name":"Total quality management","level":3,"score":0.7735583186149597},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6690270304679871},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.5279818177223206},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.513225793838501},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5132079124450684},{"id":"https://openalex.org/C3017649214","wikidata":"https://www.wikidata.org/wiki/Q854","display_name":"Sri lanka","level":3,"score":0.4954479932785034},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.4571745991706848},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4453299939632416},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.4261375963687897},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3984951376914978},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.35746195912361145},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3479037284851074},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1758517622947693},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11529141664505005},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.08966180682182312},{"id":"https://openalex.org/C45355965","wikidata":"https://www.wikidata.org/wiki/Q1643441","display_name":"Socioeconomics","level":1,"score":0.07748299837112427},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C2779357621","wikidata":"https://www.wikidata.org/wiki/Q655495","display_name":"Tanzania","level":2,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/ieem45057.2020.9309778","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ieem45057.2020.9309778","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.47999998927116394,"id":"https://metadata.un.org/sdg/17","display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W1514925923","https://openalex.org/W1540876835","https://openalex.org/W1558061813","https://openalex.org/W1574062187","https://openalex.org/W1746537790","https://openalex.org/W1979561021","https://openalex.org/W1990376000","https://openalex.org/W2002896570","https://openalex.org/W2006383641","https://openalex.org/W2007323133","https://openalex.org/W2013121294","https://openalex.org/W2030198372","https://openalex.org/W2049300055","https://openalex.org/W2054242251","https://openalex.org/W2059389973","https://openalex.org/W2073269297","https://openalex.org/W2075675452","https://openalex.org/W2076829126","https://openalex.org/W2076845350","https://openalex.org/W2078403126","https://openalex.org/W2088656427","https://openalex.org/W2113706037","https://openalex.org/W2156597812","https://openalex.org/W2576450423","https://openalex.org/W2913906354","https://openalex.org/W6653640622","https://openalex.org/W6682837705"],"related_works":["https://openalex.org/W3029938882","https://openalex.org/W3196531996","https://openalex.org/W4378716112","https://openalex.org/W2927101929","https://openalex.org/W2742138268","https://openalex.org/W2961858274","https://openalex.org/W2354159374","https://openalex.org/W2182535154","https://openalex.org/W3213147888","https://openalex.org/W3153014576"],"abstract_inverted_index":{"The":[0],"main":[1],"objective":[2],"of":[3,20,63,77,112,175],"this":[4,155],"study":[5,108,156],"is":[6,137],"to":[7,36,116,163,165,170],"evaluate":[8],"the":[9,38,61,74,78,101,110,120,152],"relationship":[10],"between":[11,40],"Total":[12],"Quality":[13],"Management":[14,88],"(TQM)":[15],"principles":[16,42,167],"and":[17,43,49,69,71,84,89],"Customer":[18,44,90,98,117],"Satisfaction":[19,45,99,118],"Out":[21],"Patient":[22],"Department":[23],"(OPD)":[24],"in":[25,73,100,104,114,119,129,168],"Sri":[26,135],"Lankan":[27],"public":[28,105,121,161],"hospitals.":[29],"A":[30],"questionnaire":[31],"survey":[32],"has":[33,57,125,142],"been":[34,58,127],"conducted":[35,59],"examine":[37],"correlation":[39],"TQM":[41,113,166],"involving":[46],"both":[47,64],"employees":[48,65],"patients":[50,72],"by":[51],"using":[52],"Structural":[53],"Equation":[54],"Method.":[55],"Survey":[56],"with":[60],"participation":[62],"(managers,":[66],"doctors,":[67],"nurses":[68],"attendants)":[70],"OPD.":[75],"Result":[76],"analysis":[79],"reveals":[80],"that":[81],"\"Information":[82],"Analysis":[83],"Knowledge":[85],"Management,":[86],"Process":[87],"Focus\"":[91],"have":[92],"a":[93,138],"significant":[94],"positive":[95],"impact":[96],"on":[97],"OPD":[102],"process":[103],"healthcare.":[106],"This":[107],"explains":[109],"gravity":[111],"contributing":[115],"service":[122,148],"sector":[123,149],"which":[124,141],"not":[126],"investigated":[128],"many":[130],"past":[131],"empirical":[132],"studies.":[133],"As":[134],"Lanka":[136],"developing":[139],"country":[140],"more":[143],"potential":[144],"strength":[145],"towards":[146],"improving":[147],"rather":[150],"than":[151],"manufacturing":[153],"sector,":[154],"will":[157],"help":[158],"for":[159],"any":[160],"organizations":[162],"adopt":[164],"order":[169],"achieve":[171],"their":[172,177],"ultimate":[173],"goal":[174],"increasing":[176],"customer":[178],"satisfaction.":[179]},"counts_by_year":[{"year":2022,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}