International Journal of Quality & Reliability Management: Volume 40 Issue 10

Enriching healthcare service quality by leveraging service experiences in Indian private hospitals: application of fuzzy-AHP approach

Shubham Senapati, Rajeev Kumar Panda

Over the years, despite the best efforts to evaluate service quality through multiple techniques, the connotation between service deliverance and consumer expectation remains…

Integration of multi-criteria decision-making approaches adapted for quality function deployment: an analytical literature review and future research agenda

Ahmad Hariri, Pedro Domingues, Paulo Sampaio

This paper aims to classify journal papers in the context of hybrid quality function deployment QFD and multi-criteria decision-making (MCDM) methods published during 2004–2021.

Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction

Pratik Ghosh, Deepika Jhamb, Rahul Dhiman

The aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India…

Similarity assessment and model migration for measurement processes

Meike Huber, Dhruv Agarwal, Robert H. Schmitt

The determination of the measurement uncertainty is relevant for all measurement processes. In production engineering, the measurement uncertainty needs to be known to avoid…

Adopting quality management (QM) principles in managing facilities management service delivery

Nik Elyna Myeda, Shirley Jin Lin Chua, Nur Syafiqatul Aqillah

This paper aims to assess the quality management (QM) principles in facilities management (FM) service delivery for office buildings. This is to create a quality culture that will…

Assessing the uptake of Industry 4.0 technologies: barriers to their adoption and impact on quality management aspects

Iker Laskurain-Iturbe, German Arana-Landin, Beñat Landeta-Manzano, Ruben Jimenez-Redal

Industry 4.0 technologies have the potential to improve the quality management performance of industrial companies. The paper analyses the influence of Industry 4.0 technologies…

Multi-response optimization for a low-cost multi-dimpling process

Govind Waghmare, Rachayya Rudramuni Arakerimath

This study aims to identify the significant factors of the multi-dimpling process, determine the most influential parameters of multi-dimpling to increase the dimple sheet…

Development, validation and verification of innovative integrated Kaizen philosophy (CI) framework and its implementation procedure for enhancing manufacturing industries sustainable competitiveness

Haftu Hailu Berhe, Hailekiros Sibhato Gebremichael, Kinfe Tsegay Beyene

Existing conceptual, empirical and case studies evidence suggests that manufacturing industries find the joint implementation of Kaizen philosophy initiatives. However, the…

An Industry 4.0 readiness model for new technology exploitation

Iman Ansari, Masoud Barati, Mohammad Reza Sadeghi Moghadam, Morteza Ghobakhloo

Considering the importance and the broad applications of the Fourth Industrial Revolution in various organizations and industries and enjoying the many benefits of this digital…

On quality and complexity: non-conformance failures, management perspectives and learning outcomes on a highways megaproject

Gavin Ford, Jonathan Gosling, Mohamed Naim

The construction industry continues to struggle to deliver a right first time culture, seeking a panacea for improvement whilst maintaining project milestones. Complex…

Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce

Alessandro Silva de Oliveira, Gustavo Quiroga Souki, Dirceu da Silva, Matheus Alberto Rodrigues Silva, Francisco de Assis da Silva Medeiros

E-commerce platforms offer service guarantees (SGs) to improve consumers’ perceived quality and satisfaction. This survey aimed to test the direct and indirect effects of SGs on…

Signature reliability scrutiny of domestic refrigerator

Sadiya Naaz, Mangey Ram, Akshay Kumar

The purpose of this paper is to evaluate the reliability and structure function of refrigeration complex system consisted of four components in complex manner.

The impact of TQM and green innovation on corporate sustainability: the mediating role of green supply chain management

Hamdi Makhlouf, Nejmeddine Chatti, Lassaad Lakhal

This empirical study aims to investigate the direct and indirect effects among total quality management (TQM), green innovation (GI), corporate sustainability (CS) and green…

A model of health-related quality of life during COVID-19 pandemic: the role of food customer loyalty and affordability

Sik Sumaedi, Sumardjo Sumardjo, Amiruddin Saleh, Agus Fanar Syukri

This research aims to test the simultaneous effects of the perceived threat of COVID-19, e-health literacy, e-health access barrier, loyalty toward healthy foods in general…

Performance measurement model for technical universities – case study

Aneta Kucińska-Landwójtowicz, Izabela Dagmara Czabak-Górska, Marcin Lorenc, Pedro Domingues, Paulo Sampaio

The main purpose of this paper is twofold: to present a proposal for a model of educational quality management system within a process approach context for technical universities…

TRIZ inventive principle in healthcare quality and innovation development

Suebsakul Tonjang, Natcha Thawesaengskulthai

This research aimed to create inventive principles in managing quality and innovation systems that can be used as a guide for the development of effective innovation projects in…