{"id":"https://openalex.org/W4391422652","doi":"https://doi.org/10.1109/ieem58616.2023.10406330","title":"Enhancing Service Quality: A Total Quality Management Approach in a South African Company","display_name":"Enhancing Service Quality: A Total Quality Management Approach in a South African Company","publication_year":2023,"publication_date":"2023-12-18","ids":{"openalex":"https://openalex.org/W4391422652","doi":"https://doi.org/10.1109/ieem58616.2023.10406330"},"language":"en","primary_location":{"id":"doi:10.1109/ieem58616.2023.10406330","is_oa":false,"landing_page_url":"http://dx.doi.org/10.1109/ieem58616.2023.10406330","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 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/A5093836507","display_name":"A. S. Mncube","orcid":null},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":true,"raw_author_name":"A. S. Mncube","raw_affiliation_strings":["University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa"],"affiliations":[{"raw_affiliation_string":"University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","institution_ids":["https://openalex.org/I24027795"]},{"raw_affiliation_string":"Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5062789368","display_name":"Nita Sukdeo","orcid":"https://orcid.org/0000-0003-4126-9682"},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"N. Sukdeo","raw_affiliation_strings":["University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa"],"affiliations":[{"raw_affiliation_string":"University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","institution_ids":["https://openalex.org/I24027795"]},{"raw_affiliation_string":"Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5060573769","display_name":"Sambil Charles Mukwakungu","orcid":"https://orcid.org/0000-0003-3073-0410"},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"S. C. Mukwakungu","raw_affiliation_strings":["University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa"],"affiliations":[{"raw_affiliation_string":"University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","institution_ids":["https://openalex.org/I24027795"]},{"raw_affiliation_string":"Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040045223","display_name":"Charles Mbohwa","orcid":"https://orcid.org/0000-0002-8268-5984"},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"C. Mbohwa","raw_affiliation_strings":["University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa"],"affiliations":[{"raw_affiliation_string":"University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","institution_ids":["https://openalex.org/I24027795"]},{"raw_affiliation_string":"Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5093836507"],"corresponding_institution_ids":["https://openalex.org/I24027795"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.30104453,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1768","last_page":"1772"},"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9758999943733215,"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":0.9670000076293945,"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/total-quality-management","display_name":"Total quality management","score":0.8996868133544922},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6781090497970581},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"Competitive advantage","score":0.5672997236251831},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5634063482284546},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5379230976104736},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5071237087249756},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.482134073972702},{"id":"https://openalex.org/keywords/quality-management","display_name":"Quality management","score":0.47304004430770874},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.46290361881256104},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.38561639189720154},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.3697841465473175},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.18446674942970276},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.14568358659744263}],"concepts":[{"id":"https://openalex.org/C138897024","wikidata":"https://www.wikidata.org/wiki/Q381001","display_name":"Total quality management","level":3,"score":0.8996868133544922},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6781090497970581},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.5672997236251831},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5634063482284546},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5379230976104736},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5071237087249756},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.482134073972702},{"id":"https://openalex.org/C71405471","wikidata":"https://www.wikidata.org/wiki/Q757012","display_name":"Quality management","level":3,"score":0.47304004430770874},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.46290361881256104},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38561639189720154},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3697841465473175},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.18446674942970276},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.14568358659744263},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/ieem58616.2023.10406330","is_oa":false,"landing_page_url":"http://dx.doi.org/10.1109/ieem58616.2023.10406330","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.5299999713897705,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":22,"referenced_works":["https://openalex.org/W1536159292","https://openalex.org/W2005462160","https://openalex.org/W2026764674","https://openalex.org/W2027951294","https://openalex.org/W2067654905","https://openalex.org/W2079058716","https://openalex.org/W2110202826","https://openalex.org/W2129033074","https://openalex.org/W2185585041","https://openalex.org/W2495946248","https://openalex.org/W2803542842","https://openalex.org/W2883340313","https://openalex.org/W2886366670","https://openalex.org/W2916620283","https://openalex.org/W2923095915","https://openalex.org/W2968056762","https://openalex.org/W4248195600","https://openalex.org/W4248241145","https://openalex.org/W4254260202","https://openalex.org/W4403000341","https://openalex.org/W6686479318","https://openalex.org/W6754504994"],"related_works":["https://openalex.org/W2366201660","https://openalex.org/W3144843403","https://openalex.org/W2203311202","https://openalex.org/W1668465271","https://openalex.org/W1971532397","https://openalex.org/W2071534299","https://openalex.org/W2052057575","https://openalex.org/W4210549858","https://openalex.org/W2372512398","https://openalex.org/W2028632835"],"abstract_inverted_index":{"This":[0],"paper":[1],"examines":[2],"key":[3],"factors":[4],"for":[5],"effective":[6],"Total":[7],"Quality":[8],"Management":[9],"(TQM)":[10],"implementation":[11],"in":[12,52,119],"service":[13,42,106],"industries":[14],"and":[15,29,36,67,84,89,102,107,114],"investigates":[16],"the":[17,53,100,120],"resulting":[18],"benefits.":[19],"Utilizing":[20],"a":[21,39,116],"mixed-methods":[22],"approach,":[23],"data":[24],"were":[25,50,58],"collected":[26],"via":[27],"questionnaires":[28],"interviews":[30],"with":[31],"top":[32,64],"management,":[33],"supervisors,":[34],"employees,":[35,88],"customers":[37],"of":[38,71,82,91],"South":[40],"African":[41],"company.":[43],"Results":[44],"show":[45],"that":[46],"most":[47],"TQM":[48,72,113],"principles":[49],"practiced":[51],"organization,":[54],"but":[55],"full":[56],"benefits":[57],"not":[59],"realized":[60],"due":[61],"to":[62,87,109],"limited":[63],"management":[65],"commitment":[66],"low":[68],"staff":[69],"awareness":[70],"principles.":[73],"Recommendations":[74],"include":[75],"consistent":[76],"customer":[77],"feedback":[78],"collection,":[79],"clear":[80],"communication":[81],"short-":[83],"long-term":[85],"objectives":[86],"provision":[90],"necessary":[92],"training":[93],"resources.":[94],"Implementing":[95],"these":[96],"suggestions":[97],"will":[98],"enable":[99],"company":[101],"other":[103],"organizations":[104],"(both":[105],"manufacturing)":[108],"fully":[110],"benefit":[111],"from":[112],"maintain":[115],"competitive":[117],"edge":[118],"market.":[121]},"counts_by_year":[],"updated_date":"2025-12-25T23:11:45.687758","created_date":"2025-10-10T00:00:00"}