This study critically examines the relationship between Total Quality Management (TQM) and Service Quality (SQ) within Dubai’s housing sector, with a specific focus on the moderating influence of blockchain technology (BT) in this relationship. Employing a quantitative approach grounded in a deductive research strategy and positivist epistemology, data were gathered from a sample of industry professionals and subjected to rigorous analysis using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that the deliberate deployment of TQM methodologies leads to significant improvements in SQ metrics, and the catalytic role of BT further enhances these service quality improvements. The study highlights the transformative potential of BT in recalibrating conventional paradigms of service delivery within the housing sector. Specifically, the analysis reveals that BT plays a pivotal moderating role in the relationship between TQM practices and SQ outcomes, thereby enriching our comprehension of the intricate interplay between these constructs. The study concludes by furnishing nuanced insights into the multifaceted dynamics shaping SQ within the housing sector, while also delineating avenues for future inquiry.

Abdi, H., & Williams, L. J. (2010). Principal component analysis. WIREs Computational Statistics, 2(4), 433–459. https://doi.org/10.1002/wics.101

Abdullah, F. (2006). Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 24(1), 31–47. https://doi.org/10.1108/02634500610641543

Abu-Amara, F., Alrammal, M., Al Hammadi, H., et al. (2022). A Blockchain Solution for Water and Electricity Management. Materials Today: Proceedings, 63, 731–736. https://doi.org/10.1016/j.matpr.2022.05.106

Aburayya, A., Alshurideh, M., Al Marzouqi, A., et al. (2020). An empirical examination of the effect of TQM practices on hospital service quality: An assessment study in UAE hospitals. Systematic Reviews in Pharmacy, 11(9), 347–362.

Acharya, A. S., Prakash, A., Saxena, P., et al. (2013). Sampling: why and how of it? Indian Journal of Medical Specialities, 4(2). https://doi.org/10.7713/ijms.2013.0032

Adeoye, D. O. (2016). Challenges of Urban Housing Quality: Insights and Experiences of Akure, Nigeria. Procedia - Social and Behavioral Sciences, 216, 260–268. https://doi.org/10.1016/j.sbspro.2015.12.036

Agrawal, S. K., Pallathucheril, V., & Sangapala, P. (2020). Affordable Housing for Emiratis in the United Arab Emirates: The Case Study of Ras Al Khaimah. Housing Policy Debate, 30(6), 900–925. https://doi.org/10.1080/10511482.2020.1772336

Alawadi, K., Khanal, A., & Almulla, A. (2018). Land, urban form, and politics: A study on Dubai’s housing landscape and rental affordability. Cities, 81, 115–130. https://doi.org/10.1016/j.cities.2018.04.001

Alenezi, H. M. (2024). Job quality in the Saudi Arabian banking sector: Implications for employee performance and organizational outcomes. Journal of Infrastructure, Policy and Development, 8(4), 3210. https://doi.org/10.24294/jipd.v8i4.3210

Ali AlShehail, O., Khan, M., & Ajmal, M. (2021). Total quality management and sustainability in the public service sector: the mediating effect of service innovation. Benchmarking: An International Journal, 29(2), 382–410. https://doi.org/10.1108/bij-08-2020-0449

Al-Hawary, S. I. S., & Laimon, A. A. A. A. (2013). The impact of TQM practices on service quality in cellular communication companies in Jordan. International Journal of Productivity and Quality Management, 11(4), 446. https://doi.org/10.1504/ijpqm.2013.054270

Andronikidis, A., & Bellou, V. (2010). Verifying alternative measures of the service-quality construct: consistencies and contradictions. Journal of Marketing Management, 26(5–6), 570–587. https://doi.org/10.1080/02672570903498850

Ansari, M. S. A. (2022). TQM Framework for Healthcare Sectors: Barriers to Implementation. Quality Innovation Prosperity, 26(1), 1–23. https://doi.org/10.12776/qip.v26i1.1611

Arslan, M. A. O., Thiruchelvam, S., & Hayder, G. (2023). Measuring the availability of the requirements of the quality management system (ISO 9001: 2015) clause leadership, performance, and planning: a case study. International Journal of Construction Management, 24(8), 867–874. https://doi.org/10.1080/15623599.2023.2239437

Awad, J., & Jung, C. (2021). Evaluating the Indoor Air Quality after Renovation at the Greens in Dubai, United Arab Emirates. Buildings, 11(8), 353. https://doi.org/10.3390/buildings11080353

Baharum, Z. A., Nawawi, A. H., & Saat, Z. M. (2009). Assessment of Property Management Service Quality of Purpose Built Office Buildings. International Business Research, 2(1). https://doi.org/10.5539/ibr.v2n1p162

Basri, H., Ulfah, A. K., & Majid, M. (2017). The implementation of good corporate governance (GCG) to improve service quality: The case of state-owned electricity company in Indonesia. Journal of Accounting, Finance and Auditing Studies, 3(2), 44–63.

Bell, E., Bryman, A., & Harley, B. (2022). Business Research Methods. Oxford University Press. https://doi.org/10.1093/hebz/9780198869443.001.0001

Benton, T., & Craib, I. (2023). Philosophy of social science: The philosophical foundations of social thought. Bloomsbury Publishing.

Berry, T. H. (1991). Managing the total quality transformation. McGrawHill.

Bordoloi, S., Fitzsimmons, J. A., & Fitzsimmons, M. J. (2019). Service management: operations, strategy, information technology. McGraw-Hill.

Boynton, P. M., & Greenhalgh, T. (2004). Selecting, designing, and developing your questionnaire. BMJ, 328(7451), 1312–1315. https://doi.org/10.1136/bmj.328.7451.1312

Castellanos, J. A. F., Coll-Mayor, D., & Notholt, J. A. (2017). Cryptocurrency as guarantees of origin: Simulating a green certificate market with the Ethereum Blockchain. In: Proceedings of the 2017 IEEE International Conference on Smart Energy Grid Engineering (SEGE). https://doi.org/10.1109/sege.2017.8052827

Chen, C. K., Reyes, L., Dahlgaard, J., et al. (2021). From quality control to TQM, service quality and service sciences: a 30-year review of TQM literature. International Journal of Quality and Service Sciences, 14(2), 217–237. https://doi.org/10.1108/ijqss-09-2021-0128

Chiles, T. H., & Choi, T. Y. (2000). Theorizing TQM: An Austrian and Evolutionary Economics Interpretation. Journal of Management Studies, 37(2), 185–212. https://doi.org/10.1111/1467-6486.00177

Chin, T., Wang, W., Yang, M., et al. (2021). The moderating effect of managerial discretion on blockchain technology and the firms’ innovation quality: Evidence from Chinese manufacturing firms. International Journal of Production Economics, 240, 108219. https://doi.org/10.1016/j.ijpe.2021.108219

Cho, E. (2016). Making Reliability Reliable. Organizational Research Methods, 19(4), 651–682. https://doi.org/10.1177/1094428116656239

Christidis, K., & Devetsikiotis, M. (2016). Blockchains and Smart Contracts for the Internet of Things. IEEE Access, 4, 2292–2303. https://doi.org/10.1109/access.2016.2566339

Cowell, D. W. (1988). New service development. Journal of Marketing Management, 3(3), 296–312. https://doi.org/10.1080/0267257x.1988.9964048

Cronin, J. J., & Taylor, S. A. (1994). Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(1), 125–131. https://doi.org/10.1177/002224299405800110

Dai, J., & Vasarhelyi, M. A. (2017). Toward Blockchain-Based Accounting and Assurance. Journal of Information Systems, 31(3), 5–21. https://doi.org/10.2308/isys-51804

Deming, W. E. (1986). Out of the crisis. Cambridge University Press.

Dimitriades, Z. S., & Maroudas, T. S. (2007). Demographic predictors of service satisfaction in Greek public organizations. Measuring Business Excellence, 11(2), 32–43. https://doi.org/10.1108/13683040710752724

Dotchin, J. A., & Oakland, J. S. (1994). Total Quality Management in Services. International Journal of Quality & Reliability Management, 11(3), 9–26. https://doi.org/10.1108/02656719410056459

Eniola, A. A., Olorunleke, G. K., Akintimehin, O. O., et al. (2019). The impact of organizational culture on total quality management in SMEs in Nigeria. Heliyon, 5(8), e02293. https://doi.org/10.1016/j.heliyon.2019.e02293

Fabrigar, L. R., & Wegener, D. T. (2011). Exploratory factor analysis. Oxford University Press. https://doi.org/10.1093/acprof:osobl/9780199734177.001.0001

Faeni, D. P. (2023). SERVQUAL measures: Indonesian government healthcare (BPJS) from a human resource perspective. Journal of Infrastructure, Policy and Development, 8(2). https://doi.org/10.24294/jipd.v8i2.2271

Farazmand, A. (2005). Role of Government in an Era of Total Quality Management (TQM) and Globalization: Challenges and Opportunities. Public Organization Review, 5(3), 201–217. https://doi.org/10.1007/s11115-005-3498-z

Forsythe, P. J. (2012). Profiling customer perceived service quality expectations in made‐to‐order housing construction in Australia. Engineering, Construction and Architectural Management, 19(6), 587–609. https://doi.org/10.1108/09699981211277522

Gao, F., Zhu, L., Shen, M., et al. (2018). A Blockchain-Based Privacy-Preserving Payment Mechanism for Vehicle-to-Grid Networks. IEEE Network, 32(6), 184–192. https://doi.org/10.1109/mnet.2018.1700269

Gathoni, N., & Van der Walt, T. (2016). Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach. Journal of Librarianship and Information Science, 51(1), 123–136. https://doi.org/10.1177/0961000616679725

Geetha, S., & Radhakumari, C. (2018). Blockchain a panacea for the resisters of growth-Deployment of blockchain to housing sector on a simulation basis, 4(5), 182–187.

Global Media Insight. (2022). United Arab Emirates Population Statistics 2022 (Infographics). Available online: https://www.globalmediainsight.com/blog/uae-population-statistics/#vs (accessed on 20 April 2024).

Gummesson, E. (1987). Lip Service—A Neglected Area In Services Marketing. Journal of Services Marketing, 1(1), 19–23. https://doi.org/10.1108/eb059585

Habib, R. R., Mahfoud, Z., Fawaz, M., et al. (2009). Housing quality and ill health in a disadvantaged urban community. Public Health, 123(2), 174–181. https://doi.org/10.1016/j.puhe.2008.11.002

Hackman, J. R., & Wageman, R. (1995). Total Quality Management: Empirical, Conceptual, and Practical Issues. Administrative Science Quarterly, 40(2), 309. https://doi.org/10.2307/2393640

Hair, J., Sarstedt, M., Ringle, C. M., & Gudergan, Siegfried P. (2017). Advanced issues in partial least squares structural equation modeling. Sage publications.

Harimurti, R., & Suryani, T. (2019). The impact of total quality management on service quality, customer engagement, and customer loyalty in banking. Jurnal Manajemen Dan Kewirausahaan, 21(2), 95–103. https://doi.org/10.9744/jmk.21.2.95-103

Helless, L., & Liao, Y. Y. (2017). Smart service quality and customer happiness: evidence from the UAE public sector organizations’ customers’ point of view. Journal of Management Cases, 42–61.

Hidde, N., Oudejans, J., & Erkin, Z. (2017). DecReg: A framework for preventing double-financing using blockchain technology. The ACM Workshop, 6, 29–34.

Holdford, D. A. (2019). Using Service Blueprints to Visualize Pharmacy Innovations. Pharmacy, 7(2), 43. https://doi.org/10.3390/pharmacy7020043

Hope, C., & Muhlemann, A. (1997) Service operations management strategy, design and delivery. Prentice Hall.

Hung, R. Y. Y., Lien, B. Y. H., Yang, B., et al. (2011). Impact of TQM and organizational learning on innovation performance in the high-tech industry. International Business Review, 20(2), 213–225. https://doi.org/10.1016/j.ibusrev.2010.07.001

Hyun Park, S., Seon Shin, W., Hyun Park, Y., et al. (2017). Building a new culture for quality management in the era of the Fourth Industrial Revolution. Total Quality Management & Business Excellence, 28(9–10), 934–945. https://doi.org/10.1080/14783363.2017.1310703

Jabnoun, N. (2005). Organizational structure for customer‐oriented TQM: an empirical investigation. The TQM Magazine, 17(3), 226–236. https://doi.org/10.1108/09544780510594199

Jamthagen, C., & Hell, M. (2016). Blockchain-Based Publishing Layer for the Keyless Signing Infrastructure. In: Proceedings of the 2016 Intl IEEE Conferences on Ubiquitous Intelligence & Computing, Advanced and Trusted Computing, Scalable Computing and Communications, Cloud and Big Data Computing, Internet of People, and Smart World Congress (UIC/ATC/ScalCom/CBDCom/IoP/SmartWorld). https://doi.org/10.1109/uic-atc-scalcom-cbdcom-iop-smartworld.2016.0072

Ju, Y., Hou, H., & Yang, J. (2020). Integration quality, value co-creation and resilience in logistics service supply chains: moderating role of digital technology. Industrial Management & Data Systems, 121(2), 364–380. https://doi.org/10.1108/imds-08-2020-0445

Juaidi, A., AlFaris, F., Saeed, F., et al. (2019). Urban design to achieving the sustainable energy of residential neighbourhoods in arid climate. Journal of Cleaner Production, 228, 135–152. https://doi.org/10.1016/j.jclepro.2019.04.269

Juneja, A., & Marefat, M. (2018). Leveraging blockchain for retraining deep learning architecture in patient-specific arrhythmia classification. In: Proceedings of the 2018 IEEE EMBS International Conference on Biomedical & Health Informatics (BHI). https://doi.org/10.1109/bhi.2018.8333451

Kaiser, H. F. (1958). The varimax criterion for analytic rotation in factor analysis. Psychometrika, 23(3), 187–200. https://doi.org/10.1007/bf02289233

Khalid, M. A., Alam, Md. M., & Said, J. (2016). Empirical Assessment of Good Governance in the Public Sector of Malaysia. Economics & Sociology, 9(4), 289–304. https://doi.org/10.14254/2071-789x.2016/9-4/18

Khan, S., Shael, M., Majdalawieh, M., et al. (2022). Blockchain for Governments: The Case of the Dubai Government. Sustainability, 14(11), 6576. https://doi.org/10.3390/su14116576

Khaqqi, K. N., Sikorski, J. J., Hadinoto, K., et al. (2018). Incorporating seller/buyer reputation-based system in blockchain-enabled emission trading application. Applied Energy, 209, 8–19. https://doi.org/10.1016/j.apenergy.2017.10.070

Kibet, A., Thiga, M. M., Karume, S. M., & Nakuru, K. (2019). Towards a blockchain based smart contracts model design for housing market applications. International Journal of Advanced Research in Computer Engineering & Technology (IJARCET), 8(8), 327–334.

Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30(3), 607–610. https://doi.org/10.1177/001316447003000308

Kurian, S. M., & Thampuran, A. (2011). Assessment of housing quality. Institute of Town Planners, India Journal, 8(2), 74–85.

Leible, S., Schlager, S., Schubotz, M., et al. (2019). A Review on Blockchain Technology and Blockchain Projects Fostering Open Science. Frontiers in Blockchain, 2. https://doi.org/10.3389/fbloc.2019.00016

Li, J., Greenwood, D., & Kassem, M. (2019). Blockchain in the built environment and construction industry: A systematic review, conceptual models and practical use cases. Automation in Construction, 102, 288–307. https://doi.org/10.1016/j.autcon.2019.02.005

Li, J., Maiti, A., Springer, M., et al. (2020). Blockchain for supply chain quality management: challenges and opportunities in context of open manufacturing and industrial internet of things. International Journal of Computer Integrated Manufacturing, 33(12), 1321–1355. https://doi.org/10.1080/0951192x.2020.1815853

Liao, Y. Y., Soltani, E., & Wilkinson, A. (2021). From product to service quality: the role of managerial mindsets. Production Planning & Control, 34(8), 705–726. https://doi.org/10.1080/09537287.2021.1957173

Liao, Y. Y., Soltani, E., & Yeow, P. (2014). What sparks quality-driven change programmes in not-for-profit service sector? Some evidence from the voluntary sector. Total Quality Management & Business Excellence, 25(11–12), 1295–1317. https://doi.org/10.1080/14783363.2013.850887

Liao, Y., Soltani, E., Li, F., et al. (2024). A cultural theory perspective to service expectations in restaurants and food services. International Journal of Quality and Service Sciences. https://doi.org/10.1108/ijqss-09-2023-0145

Lohr, S. L. (2021). Sampling: design and analysis. Chapman and Hall/CRC. https://doi.org/10.1201/9780429298899

Magd, H., Ansari, M. S. A., & Negi, S. (2023). Impact of blockchain technology on operations and supply chain management performance. In: 1st International Conference on Innovation in Information Technology and Business (ICIITB 2022). Atlantis Press. pp. 22–35.

Magd, H., Negi, S., & Ansari, M. S. A. (2021). Effective TQM Implementation in the Service Industry: A Proposed Framework. Quality Innovation Prosperity, 25(2), 95–129. https://doi.org/10.12776/qip.v25i2.1594

Mannaro, K., Pinna, A., & Marchesi, M. (2017). Crypto-trading: Blockchain-oriented energy market. In: Proceedings of the 2017 AEIT International Annual Conference. https://doi.org/10.23919/aeit.2017.8240547

Mansour, A., & Jakka, A. (2013). Is Total Quality Management Feasible in a Developing Context? The Employees’ Perspective in the United Arab Emirates Public Sector. International Journal of Public Administration, 36(2), 98–111. https://doi.org/10.1080/01900692.2012.721288

MBRHE. (2021). Mohammed Bin Rashid Housing Estate. Available online: https://www.mbrhe.gov.ae/default.aspx (accessed on 14 March 2024).

Mottaeva, A., & Borisova, A. (2019). Improvement of quality of housing-and-communal services management. E3S Web of Conferences, 138, 02015. https://doi.org/10.1051/e3sconf/201913802015

Mulyadi, M., Anwar, Y., & Ikbal, M. (2012). The importance of corporate governance in the public sector. Global Business and Economics Research Journal, 1, 25–31.

Muruganandham, R., Venkatesh, K., Devadasan, S. R., et al. (2022). TQM through the integration of blockchain with ISO 9001: 2015 standard based quality management system. Total Quality Management & Business Excellence, 34(3–4), 291–311. https://doi.org/10.1080/14783363.2022.2054318

Nam, J., & Yang, H. (2017). A study on improvement of housing bond information relay system using blockchain. Journal of Digital Convergence, 15(8), 203–212.

Nasarre-Aznar, S. (2018). Collaborative housing and blockchain. Administration, 66(2), 59–82. https://doi.org/10.2478/admin-2018-0018

Netemeyer, R., Bearden, W., & Sharma, S. (2003). Scaling procedures: Issues and applications. Sage publications. https://doi.org/10.4135/9781412985772

Nicoulaud, B. (1989). Problems and Strategies in the International Marketing of Services. European Journal of Marketing, 23(6), 55–66. https://doi.org/10.1108/eum0000000000574

Oakland, J. S., Oakland, R. J., & Turner, M. A. (2020). Total Quality Management and Operational Excellence. Routledge. https://doi.org/10.4324/9781315561974

Ooi, K., Lin, B., Tan, B., et al. (2011). Are TQM practices supporting customer satisfaction and service quality? Journal of Services Marketing, 25(6), 410–419. https://doi.org/10.1108/08876041111161005

Pambreni, Y., Khatibi, A., Azam, S. M. F., et al. (2019). The influence of total quality management toward organization performance. Management Science Letters, 1397–1406. https://doi.org/10.5267/j.msl.2019.5.011

Pankratov, E., Grigoryev, V., & Pankratov, O. (2020). The blockchain technology in real estate sector: Experience and prospects. IOP Conference Series: Materials Science and Engineering, 869(6), 062010. https://doi.org/10.1088/1757-899x/869/6/062010

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403

Patil, N., Bakre, A., & Gupta, S. (2017). Implementing decentralized digital identity using blockchain. International Journal of Engineering Technology Science and Research, 4(10), 379–385.

Pilkington, M. (2016). Blockchain technology: principles and applications. Research Handbook on Digital Transformations. Edward Elgar Publishing. https://doi.org/10.4337/9781784717766.00019

Romero, D., Gaiardelli, P., Pezzotta, G., & Cavalieri, S. (2019). The impact of digital technologies on services characteristics: Towards digital servitization. In: Ameri, F., Stecke, K. E., von Cieminski, & Kiritsis, D. (editors). Advances in Production Management Systems. Production Management for the Factory of the Future. Springer International Publishing. pp. 493–501.

Ruspini, E. (2008). Longitudinal research. In: Handbook of emergent methods. Guilford Press. pp. 437–460.

Saari, A., Vimpari, J., & Junnila, S. (2022). Blockchain in real estate: Recent developments and empirical applications. Land Use Policy, 121, 106334. https://doi.org/10.1016/j.landusepol.2022.106334

Salim, A. M., & Alabdouli, S. H. (2022). Application of Quality Function Deployment Method to Design Affordable Houses in the United Arab Emirates. 2022 Advances in Science and Engineering Technology International Conferences (ASET). https://doi.org/10.1109/aset53988.2022.9734906

Seo, S. (2006). A review and comparison of methods for detecting outliers in univariate data sets [PhD thesis]. University of Pittsburgh.

Setyaningrum, D., Wardhani, R., & Syakhroza, A. (2017). Good public governance, corruption, and public service quality: Indonesia evidence. International Journal of Applied Business and Economic Research, 15, 327–338.

Shae, Z., & Tsai, J. J. P. (2017). On the Design of a Blockchain Platform for Clinical Trial and Precision Medicine. In: Proceedings of the 2017 IEEE 37th International Conference on Distributed Computing Systems (ICDCS). https://doi.org/10.1109/icdcs.2017.61

Sitkin, S. B., Sutcliffe, K. M., & Schroeder, R. G. (1994). Distinguishing Control from Learning in Total Quality Management: A Contingency Perspective. The Academy of Management Review, 19(3), 537. https://doi.org/10.2307/258938

Soares, A., Soltani, E., & Liao, Y. Y. (2017). The influence of supply chain quality management practices on quality performance: an empirical investigation. Supply Chain Management: An International Journal, 22(2), 122–144. https://doi.org/10.1108/scm-08-2016-0286

Soltani, E., Barnes, B., Syed, J., et al. (2012). Does management’s approach impede service quality? Production Planning & Control, 23(7), 523–540. https://doi.org/10.1080/09537287.2011.640041

Soltani, E., K. Ahmed, P., Ying Liao, Y., et al. (2014). Qualitative middle-range research in operations management. International Journal of Operations & Production Management, 34(8), 1003–1027. https://doi.org/10.1108/ijopm-11-2012-0486

Soltani, E., Lai, P. C., & Mahmoudi, V. (2007). Managing Change Initiatives: Fantasy or Reality? The Case of Public Sector Organisations. Total Quality Management & Business Excellence, 18(1–2), 153–179. https://doi.org/10.1080/14783360601053319

Soltani, E., Lai, P. C., Javadeen, S. R. S., et al. (2008). A review of the theory and practice of managing TQM: An integrative framework. Total Quality Management & Business Excellence, 19(5), 461–479. https://doi.org/10.1080/14783360802018103

Soltani, E., Liao, Y. Y., Singh, A., et al. (2010). Managing service quality: The managers’ orientations and their consequences—case study evidence of current practice. Total Quality Management & Business Excellence, 21(6), 673–685. https://doi.org/10.1080/14783363.2010.483097

Streimikiene, D. (2015). Quality of Life and Housing. International Journal of Information and Education Technology, 5(2), 140–145. https://doi.org/10.7763/ijiet.2015.v5.491

Sultana, F., Liao, Y. Y., & Soltani, E. (2024). Qualitative Exploration of Strategic Imperatives: Integrating TQM for Social Impact and Organizational Sustainability in the realm of Social Enterprises. Journal of Infrastructure, Policy and Development.

Tabachnick, B. G., Fidell, L. S., & Osterlind, S. (2001). Using multivariates. New York: Statistics.

Talib, F., & Rahman, Z. (2012). Impact of Total Quality Management and Service Quality in the Banking Sector. Journal of Telecommunications System & Management, 01(02). https://doi.org/10.4172/2167-0919.1000102

Tapscott, D., & Tapscott, A. (2017). How blockchain will change organizations. MIT Sloan Management Review, 58(2), 10–13.

Twum, K. K., Agyapong, G. K., Sulemana, Z., et al. (2022). Enhancing public sector quality performance using total quality management in developing economies. In: Hinson, R. E., Madichie, N., Adeola, O., et al. (editors). New public management in Africa: Contemporary issues. Springer International Publishing. pp. 205–238.

Vinni, R. (2007). Total quality management and paradigms of public administration. International Public Management Review, 8(1), 103–131.

Williams, C. (2011). Research Methods. Journal of Business & Economics Research (JBER), 5(3). https://doi.org/10.19030/jber.v5i3.2532

Willis, G. B. (2019). Questionnaire Design, Development, Evaluation, and Testing: Where Are We, and Where Are We Headed? Advances in Questionnaire Design, Development, Evaluation and Testing, 1–23. https://doi.org/10.1002/9781119263685.ch1

Wu, T., & Liang, X. (2017). Exploration and practice of inter-bank application based on blockchain. In: Proceedings of the ICCSE 2017—12th International Conference on Computer Science.

Yu, R., Wang, Z., Zhang, C., et al. (2021). A secure blockchain-based housing rental platform. In: Proceedings of the 2021 IEEE 4th Advanced Information Management, Communicates, Electronic and Automation Control Conference (IMCEC). https://doi.org/10.1109/imcec51613.2021.9482058

Zaid, A. A., Arqawi, S. M., Mwais, R. M. A., et al. (2020). The impact of total quality management and perceived service quality on patient satisfaction and behavior intention in Palestinian healthcare organizations. Technology Reports of Kansai University, 62(03), 221–232.

Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Pandit, A. (1996). Services Marketing-Integrating Customer Focus Across the Firm, 4th ed. Tata McGraw-Hill Edu. Pvt. Ltd. pp. 4–6.

Zhong, B., Wu, H., Ding, L., et al. (2020). Hyperledger fabric-based consortium blockchain for construction quality information management. Frontiers of Engineering Management, 7(4), 512–527. https://doi.org/10.1007/s42524-020-0128-y