Purpose – The purpose of this paper is to investigate the efficiency levels of the decision‐making units within the public hospital laboratories in using their supply chain towards meeting the satisfaction of doctors. Design/methodology/approach – Data were collected from two senior...

Purpose – The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx. Design/methodology/approach – The paper is contrast the overall customer satisfaction and five critical factors (availability,...

Purpose – The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and customer satisfaction (CS) as perceived by managers' perspectives in Malaysia's service sector. Design/methodology/approach – The data are collected from 140 managers...

Purpose – The purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between TQM practices and service quality within the context of Malaysia's small service organizations....