Muhammad Alshurideh - Academia.edu (original) (raw)

Papers by Muhammad Alshurideh

International Journal of Business Analytics and Security (IJBAS)

Blockchain sector has advanced as a recourse can be used in numerous ways by global health tactic... more Blockchain sector has advanced as a recourse can be used in numerous ways by global health tacticians and policy experts to reduce the disastrous impact of coronavirus disease (COVID-19). The COVID-19 pandemic has spawned many blockchain-related ideas and initiatives, but to the best knowledge, no in-depth studies have been performed to uncover and summarize the key features of these technologies. The SARS-CoV-2 pandemic began at the end of 2019 when a new coronavirus was discovered in the form of unknown pneumonia. Our proposed high-level, decentralized architecture facilitates in managing large-scale information and saves the data on a blockchain overseen by authorities. There are considerate difficulties faced if institutions are to regain their trust and have hope again, given today's distrust, last year's fear of the pandemic, and the emergence of technology that enables the production of standard sample.

International Journal of Business Analytics and Security (IJBAS)

To make supply chains more flexible and effective, firms have recently been obliged to integrate ... more To make supply chains more flexible and effective, firms have recently been obliged to integrate closely with their supply chain partners. This has enabled effective information sharing between supply chain members and improved supply chain efficiency. As a result, business process management is crucial to supply chains capabilities that has an ultimate impact on firm’s performance. It has become crucial to figure out how to improve organizational performance through supply chain capabilities in a challenging and uncertain supply chain environment. Although, business process management also has a greater impact in improving organizational performance. Numerous practitioners and academics have examined the implications of business process management on businesses' performance from a variety of angles, this research has examined cause-and-effect interactions from the standpoint of supply chain capabilities.

International Journal of Business Analytics and Security (IJBAS)

Business organizations are increasingly confronted with a variety of challenges in a world of int... more Business organizations are increasingly confronted with a variety of challenges in a world of intense globalization and digitalization, including rising costs, fierce competition, quickly advancing technologies, more demanding and unpredictable consumers, and, in social terms, shifting societal demands. The efficacy and efficiency of business organisation management are realized within this environment. This research is objected to study the previously investigated areas defining the relationship of cost of quality and business process management, the contemporary issue is to analyze lean operations impact on cost of quality to maintain business process management and cost effectiveness, and this research attempts to establish the relationship. Literature reviews and critical evaluation of the relevant scientific sources make up the research convenient.

International Journal of Business Analytics and Security (IJBAS)

An enormous burden on healthcare services has been caused by the COVID-19 pandemic, a health emer... more An enormous burden on healthcare services has been caused by the COVID-19 pandemic, a health emergency. Medical professionals dealing with COVID-19 patients encounter a number of difficulties in the midst of this unprecedented pandemic. Since research continues to demonstrate high rates of burnout, psychological stress, and suicide, attention has been drawn to the mental health of frontline healthcare workers. Frontline healthcare workers who had direct contact with Covid-infected patients displayed a higher level of mental illness. Due to their excruciatingly long and stressful work hours, these HCW displayed signs of anxiety, sadness, and insomnia. This research carried out with impacts, benefits and disadvantages occurred for the HCWs during Covid-19 pandemic with the help of online research articles and accordance with word health organization. ...

International Journal of Theory of Organization and Practice (IJTOP)

The sustainable growth of society is connected to the safety of transportation. The analysis of t... more The sustainable growth of society is connected to the safety of transportation. The analysis of the impact of transportation safety on economic development is therefore presented in this research against the backdrop of coordinated development. The degree of combination between transportation safety and economy as well as their interaction are determined in accordance with the various stages of transportation safety development. Additionally, while supporting other important long-term transportation goals, such as enhancing safety, energy independence, and environmental sustainability, governments must prioritize productivity growth. Investments in safe, efficient transportation infrastructure increase connectivity and reduce cost, which benefits the economy.

International Journal of Business Analytics and Security (IJBAS)

To identify the impact of transport security and the infrastructure of power development on econo... more To identify the impact of transport security and the infrastructure of power development on economic growth in the context of the maritime industry this research is aimed to examine the main drivers of the maritime industry transport. It also focuses on innovative transportation security policies that will enhance the change to ensure the growth of the economy in the context of the maritime industry. The objective of this research is to gather information from secondary sources to help with academic research and the economy by evaluating the effect of transportation security on economic growth in the UAE.

International Journal of Theory of Organization and Practice (IJTOP)

This research aims to identify the factors affecting transportation elasticity and its impact on ... more This research aims to identify the factors affecting transportation elasticity and its impact on supply chain efficiency. Transportation sector requires specific attention to contribute in developing economies. The research from various resources helped to gather theoretical evidences which support our research model. In order to do deep review of prior researches transportation provides significant benefits to supply chains and logistics companies. To remain competitive in this sector, businesses rely on technological means and methods, as well as supply chain operations efficiently.

International Journal of Theory of Organization and Practice (IJTOP)

Distance learning technologies have become mainstream due to the emergence of coronavirus (COVID-... more Distance learning technologies have become mainstream due to the emergence of coronavirus (COVID-19) and its variants over the last few months. Both companies and institutions are now resorting to using technology for their operations, whether to train their workforce or educate their students. This research has devised full stack distance learning technology platform to enable a factious educational institutions or corporation to enable its usage and effectively demonstrate how technology could be utilized to fully transform learning online. As a result, the functioning of how a university or learning institution could take their learning online away from their physical medium, thereby insulting themselves from the risk of suffering contagion due to the coronavirus while continuing their operations and business as usual.

International Journal of Business Analytics and Security (IJBAS)

The COVID-19 epidemic has wrecked devastation across the globe. It has wreaked havoc on the educa... more The COVID-19 epidemic has wrecked devastation across the globe. It has wreaked havoc on the educational system, with governments all around the world temporarily shutting down educational institutions to halt the spread of the coronavirus. Face-to-face lessons have been phased out and replaced with online classes, resulting in the rise of online learning, which has enabled students to continue their education. Students, instructors, administrators, and education leaders have faced several issues as a result of the abrupt shift from face-to-face to online learning. This study begins by attempting to define the many words used to describe online learning, based on previously published sources. It then goes on to explore the significant issues created by the broad use of online learning during the epidemic, as well as several scholars' proposals for improving the efficacy of online learning.

International Journal of Theory of Organization and Practice (IJTOP)

There are many organizational leaders focused on developing the contingency roles which are signi... more There are many organizational leaders focused on developing the contingency roles which are significant for identifying any skill gaps of the employees and accelerate the training of the employees to overcome any negative situation that can hinder the performance. One of the fundamental decisions taken by the organizational leaders is splitting the teams and dividing into shifts. As a result, it is also beneficial for the employees while they are working remotely in the pandemic, flexible work arrangements developed by the organizational leaders are effective for the employees to stay motivated during the COVID-19 crisis and focus on the organizational goals.

International Journal of Theory of Organization and Practice (IJTOP)

Global employment has been severely harmed by the Covid-19 pandemic, especially among youth seeki... more Global employment has been severely harmed by the Covid-19 pandemic, especially among youth seeking career opportunities. This research was aimed to determine how the epidemic affected student’s life and their employment opportunities, as Covid-19 pandemic limited the work progression, direct communications and socialization. A systematic review of this research assisted to find the factors faced by students and how negatively this pandemic affected the career life of the students and professionals. Whereas, every student who works part-time while enrolled in college or a university have lost their jobs, that had a big impact on their academics and work life for students who rely on part-time financing.

International Journal of Theory of Organization and Practice (IJTOP)

It’s been nearly twenty months since the covid-19 pandemic hit the world. More the half the world... more It’s been nearly twenty months since the covid-19 pandemic hit the world. More the half the world population have lived through lockdowns. Many shifted to working at home and millions have lost their jobs. While most societies have returned to normal, but we still don’t know the type of effects it has left in our lives be it personal or business. The pandemic caused a massive shift to full-time remote work for much info. workers while it was viewed as a natural experiment as some jobs were beginning to shift to remote/distance work and we will try to discuss its effects, positives, and negatives in the rest of the paper.

International Journal of Business Analytics and Security (IJBAS)

The objective of this research is to consider the transportation reliability and its impact on su... more The objective of this research is to consider the transportation reliability and its impact on supply chain performance in maritime industry UAE. A systematic review of literature has focused to find the relationship and dependency of the variables. The research findings can be summarized in order to meet the needs of the shipper, service provider, and consignee, supply chain efficiency in transport logistics should include not only operational efficiency criteria but also measures of service efficacy. It must be focused on the various parties participating in the transport logistics operations and the entire supply chain efficiency rather than just on specific functional areas.

International Journal of Business Analytics and Security (IJBAS)

The aim of this research is to show the e-learning to be viable there should be proper technical ... more The aim of this research is to show the e-learning to be viable there should be proper technical assistance. Online instruction promotes learning by encouraging students to use the variety of learning resources at their disposal and boosting their level of commitment to their majors. The virtual world is a great place to study since it provides users with access to knowledge that has been earned through experience. This research helps to evaluate the educational performance through mobile e-learning management on the basis of literature, research studies, and journals.

International Journal of Data and Network Science

The aim of the study was to examine the impact of digital marketing capabilities on organizationa... more The aim of the study was to examine the impact of digital marketing capabilities on organizational ambidexterity by focusing on the Information Technology Sector in UAE. Data were primarily gathered through self-reported questionnaires created by Google Forms which were distributed to a purposive sample of managers at different levels via email. This study was conducted structural equation modeling (SEM) to test the hypotheses, which represents a contemporary statistical technique for testing and estimating the relationship between factors and variables. The results showed that the highest impact on organizational ambidexterity was for strategic approach and data content infrastructure, followed by integrating customers with employees, and finally the lowest impact belonged to the process of improving performance. Based on the study findings, the researcher hopes that the decision-makers and managers define all tasks, roles and work procedures in companies through digital marketing ...

Uncertain Supply Chain Management

In Malaysia, manufacturing industry is a major contributor to the economic advancement. As a resu... more In Malaysia, manufacturing industry is a major contributor to the economic advancement. As a result, cutting-edge technology like the internet of things (IoT) is projected to have a significant impact on business operations and supply chain management (SCM). However, research into the influence of IoT deployment on supply chains and organizational performance is relatively sparse. Therefore, this study is to determine the relationship between benefits and challenges of IoT adoption and organizational performance. Furthermore, this study looks into the mediating role of supply chain performance in the relationship between IoT adoption benefits and challenges and organizational performance. The population of this study is comprised of 3019 manufacturing companies in Malaysia, while the minimum sample size needed is 43 manufacturing companies.1160 complete set of survey questionnaire were distributed through email and 63 responses received representing five per cent of response rate. P...

Uncertain Supply Chain Management

The arrival of the era of robots and autonomous machines is undisputable. It is anticipated that ... more The arrival of the era of robots and autonomous machines is undisputable. It is anticipated that the future business environment will be characterized by a variety of intelligent systems and autonomous robots. In 2017, the International Federation of Robotics reported that momentum gained by robotic technologies is strong and that the sales volumes of both service and industrial robots is expected to grow. Building on this projection, the present study proposes a set of prerequisites or key determinants for the adoption of autonomous robots in the supply chain and logistics industry: technological context (i.e., relative advantage, complexity, and cost), organizational context (i.e., management support, financial support and employee competence) and environmental context (i.e., competitive pressure, customer pressure and vendor support). The study adapts a quantitative research design and uses an online survey to collect the needed data to test the conceptual framework and hypothese...

Advances in Intelligent Systems and Computing, 2020

This paper aims to identify the influence of service quality on customer retention and the factor... more This paper aims to identify the influence of service quality on customer retention and the factors that affect this relationship using a systematic review and meta-analysis method to use in the second stage in examining the relationship of service quality on customer retention in higher educations. A systematic review method was conducted to select the studies that will assist in the current studies. This systematic review covered 32 research articles published in peer-reviewed journals from 1996 till 2018 and were reviews critically. The main findings of the study indicate that service quality-related factors is the most common factor, flowed by customer satisfaction, trust, commitment, and loyalty. Moreover, it has been noticed that the quantitative method using questionnaire was found to be the primary relied upon research methods for collecting data followed by a focus group. Furthermore, 75% of the analyzed studies recorded positive research outcomes. Most of the analyzed studies that had a positive outcome were conducted in the United Kingdom followed by the United States in terms of the context, most of the analyzed studies where done for Banks, followed by Mobile Service Industry, Retailing industry, Small firms, Steel industry, Tourism industry, Airline industry, Zoo, and Advertising service respectively. To that end, this systematic review attempts to investigate the relationship between service quality and customer retention and the factors affecting this relationship.

Advances in Intelligent Systems and Computing, 2020

International Journal of Business Analytics and Security (IJBAS)

Blockchain sector has advanced as a recourse can be used in numerous ways by global health tactic... more Blockchain sector has advanced as a recourse can be used in numerous ways by global health tacticians and policy experts to reduce the disastrous impact of coronavirus disease (COVID-19). The COVID-19 pandemic has spawned many blockchain-related ideas and initiatives, but to the best knowledge, no in-depth studies have been performed to uncover and summarize the key features of these technologies. The SARS-CoV-2 pandemic began at the end of 2019 when a new coronavirus was discovered in the form of unknown pneumonia. Our proposed high-level, decentralized architecture facilitates in managing large-scale information and saves the data on a blockchain overseen by authorities. There are considerate difficulties faced if institutions are to regain their trust and have hope again, given today's distrust, last year's fear of the pandemic, and the emergence of technology that enables the production of standard sample.

International Journal of Business Analytics and Security (IJBAS)

To make supply chains more flexible and effective, firms have recently been obliged to integrate ... more To make supply chains more flexible and effective, firms have recently been obliged to integrate closely with their supply chain partners. This has enabled effective information sharing between supply chain members and improved supply chain efficiency. As a result, business process management is crucial to supply chains capabilities that has an ultimate impact on firm’s performance. It has become crucial to figure out how to improve organizational performance through supply chain capabilities in a challenging and uncertain supply chain environment. Although, business process management also has a greater impact in improving organizational performance. Numerous practitioners and academics have examined the implications of business process management on businesses' performance from a variety of angles, this research has examined cause-and-effect interactions from the standpoint of supply chain capabilities.

International Journal of Business Analytics and Security (IJBAS)

Business organizations are increasingly confronted with a variety of challenges in a world of int... more Business organizations are increasingly confronted with a variety of challenges in a world of intense globalization and digitalization, including rising costs, fierce competition, quickly advancing technologies, more demanding and unpredictable consumers, and, in social terms, shifting societal demands. The efficacy and efficiency of business organisation management are realized within this environment. This research is objected to study the previously investigated areas defining the relationship of cost of quality and business process management, the contemporary issue is to analyze lean operations impact on cost of quality to maintain business process management and cost effectiveness, and this research attempts to establish the relationship. Literature reviews and critical evaluation of the relevant scientific sources make up the research convenient.

International Journal of Business Analytics and Security (IJBAS)

An enormous burden on healthcare services has been caused by the COVID-19 pandemic, a health emer... more An enormous burden on healthcare services has been caused by the COVID-19 pandemic, a health emergency. Medical professionals dealing with COVID-19 patients encounter a number of difficulties in the midst of this unprecedented pandemic. Since research continues to demonstrate high rates of burnout, psychological stress, and suicide, attention has been drawn to the mental health of frontline healthcare workers. Frontline healthcare workers who had direct contact with Covid-infected patients displayed a higher level of mental illness. Due to their excruciatingly long and stressful work hours, these HCW displayed signs of anxiety, sadness, and insomnia. This research carried out with impacts, benefits and disadvantages occurred for the HCWs during Covid-19 pandemic with the help of online research articles and accordance with word health organization. ...

International Journal of Theory of Organization and Practice (IJTOP)

The sustainable growth of society is connected to the safety of transportation. The analysis of t... more The sustainable growth of society is connected to the safety of transportation. The analysis of the impact of transportation safety on economic development is therefore presented in this research against the backdrop of coordinated development. The degree of combination between transportation safety and economy as well as their interaction are determined in accordance with the various stages of transportation safety development. Additionally, while supporting other important long-term transportation goals, such as enhancing safety, energy independence, and environmental sustainability, governments must prioritize productivity growth. Investments in safe, efficient transportation infrastructure increase connectivity and reduce cost, which benefits the economy.

International Journal of Business Analytics and Security (IJBAS)

To identify the impact of transport security and the infrastructure of power development on econo... more To identify the impact of transport security and the infrastructure of power development on economic growth in the context of the maritime industry this research is aimed to examine the main drivers of the maritime industry transport. It also focuses on innovative transportation security policies that will enhance the change to ensure the growth of the economy in the context of the maritime industry. The objective of this research is to gather information from secondary sources to help with academic research and the economy by evaluating the effect of transportation security on economic growth in the UAE.

International Journal of Theory of Organization and Practice (IJTOP)

This research aims to identify the factors affecting transportation elasticity and its impact on ... more This research aims to identify the factors affecting transportation elasticity and its impact on supply chain efficiency. Transportation sector requires specific attention to contribute in developing economies. The research from various resources helped to gather theoretical evidences which support our research model. In order to do deep review of prior researches transportation provides significant benefits to supply chains and logistics companies. To remain competitive in this sector, businesses rely on technological means and methods, as well as supply chain operations efficiently.

International Journal of Theory of Organization and Practice (IJTOP)

Distance learning technologies have become mainstream due to the emergence of coronavirus (COVID-... more Distance learning technologies have become mainstream due to the emergence of coronavirus (COVID-19) and its variants over the last few months. Both companies and institutions are now resorting to using technology for their operations, whether to train their workforce or educate their students. This research has devised full stack distance learning technology platform to enable a factious educational institutions or corporation to enable its usage and effectively demonstrate how technology could be utilized to fully transform learning online. As a result, the functioning of how a university or learning institution could take their learning online away from their physical medium, thereby insulting themselves from the risk of suffering contagion due to the coronavirus while continuing their operations and business as usual.

International Journal of Business Analytics and Security (IJBAS)

The COVID-19 epidemic has wrecked devastation across the globe. It has wreaked havoc on the educa... more The COVID-19 epidemic has wrecked devastation across the globe. It has wreaked havoc on the educational system, with governments all around the world temporarily shutting down educational institutions to halt the spread of the coronavirus. Face-to-face lessons have been phased out and replaced with online classes, resulting in the rise of online learning, which has enabled students to continue their education. Students, instructors, administrators, and education leaders have faced several issues as a result of the abrupt shift from face-to-face to online learning. This study begins by attempting to define the many words used to describe online learning, based on previously published sources. It then goes on to explore the significant issues created by the broad use of online learning during the epidemic, as well as several scholars' proposals for improving the efficacy of online learning.

International Journal of Theory of Organization and Practice (IJTOP)

There are many organizational leaders focused on developing the contingency roles which are signi... more There are many organizational leaders focused on developing the contingency roles which are significant for identifying any skill gaps of the employees and accelerate the training of the employees to overcome any negative situation that can hinder the performance. One of the fundamental decisions taken by the organizational leaders is splitting the teams and dividing into shifts. As a result, it is also beneficial for the employees while they are working remotely in the pandemic, flexible work arrangements developed by the organizational leaders are effective for the employees to stay motivated during the COVID-19 crisis and focus on the organizational goals.

International Journal of Theory of Organization and Practice (IJTOP)

Global employment has been severely harmed by the Covid-19 pandemic, especially among youth seeki... more Global employment has been severely harmed by the Covid-19 pandemic, especially among youth seeking career opportunities. This research was aimed to determine how the epidemic affected student’s life and their employment opportunities, as Covid-19 pandemic limited the work progression, direct communications and socialization. A systematic review of this research assisted to find the factors faced by students and how negatively this pandemic affected the career life of the students and professionals. Whereas, every student who works part-time while enrolled in college or a university have lost their jobs, that had a big impact on their academics and work life for students who rely on part-time financing.

International Journal of Theory of Organization and Practice (IJTOP)

It’s been nearly twenty months since the covid-19 pandemic hit the world. More the half the world... more It’s been nearly twenty months since the covid-19 pandemic hit the world. More the half the world population have lived through lockdowns. Many shifted to working at home and millions have lost their jobs. While most societies have returned to normal, but we still don’t know the type of effects it has left in our lives be it personal or business. The pandemic caused a massive shift to full-time remote work for much info. workers while it was viewed as a natural experiment as some jobs were beginning to shift to remote/distance work and we will try to discuss its effects, positives, and negatives in the rest of the paper.

International Journal of Business Analytics and Security (IJBAS)

The objective of this research is to consider the transportation reliability and its impact on su... more The objective of this research is to consider the transportation reliability and its impact on supply chain performance in maritime industry UAE. A systematic review of literature has focused to find the relationship and dependency of the variables. The research findings can be summarized in order to meet the needs of the shipper, service provider, and consignee, supply chain efficiency in transport logistics should include not only operational efficiency criteria but also measures of service efficacy. It must be focused on the various parties participating in the transport logistics operations and the entire supply chain efficiency rather than just on specific functional areas.

International Journal of Business Analytics and Security (IJBAS)

The aim of this research is to show the e-learning to be viable there should be proper technical ... more The aim of this research is to show the e-learning to be viable there should be proper technical assistance. Online instruction promotes learning by encouraging students to use the variety of learning resources at their disposal and boosting their level of commitment to their majors. The virtual world is a great place to study since it provides users with access to knowledge that has been earned through experience. This research helps to evaluate the educational performance through mobile e-learning management on the basis of literature, research studies, and journals.

International Journal of Data and Network Science

The aim of the study was to examine the impact of digital marketing capabilities on organizationa... more The aim of the study was to examine the impact of digital marketing capabilities on organizational ambidexterity by focusing on the Information Technology Sector in UAE. Data were primarily gathered through self-reported questionnaires created by Google Forms which were distributed to a purposive sample of managers at different levels via email. This study was conducted structural equation modeling (SEM) to test the hypotheses, which represents a contemporary statistical technique for testing and estimating the relationship between factors and variables. The results showed that the highest impact on organizational ambidexterity was for strategic approach and data content infrastructure, followed by integrating customers with employees, and finally the lowest impact belonged to the process of improving performance. Based on the study findings, the researcher hopes that the decision-makers and managers define all tasks, roles and work procedures in companies through digital marketing ...

Uncertain Supply Chain Management

In Malaysia, manufacturing industry is a major contributor to the economic advancement. As a resu... more In Malaysia, manufacturing industry is a major contributor to the economic advancement. As a result, cutting-edge technology like the internet of things (IoT) is projected to have a significant impact on business operations and supply chain management (SCM). However, research into the influence of IoT deployment on supply chains and organizational performance is relatively sparse. Therefore, this study is to determine the relationship between benefits and challenges of IoT adoption and organizational performance. Furthermore, this study looks into the mediating role of supply chain performance in the relationship between IoT adoption benefits and challenges and organizational performance. The population of this study is comprised of 3019 manufacturing companies in Malaysia, while the minimum sample size needed is 43 manufacturing companies.1160 complete set of survey questionnaire were distributed through email and 63 responses received representing five per cent of response rate. P...

Uncertain Supply Chain Management

The arrival of the era of robots and autonomous machines is undisputable. It is anticipated that ... more The arrival of the era of robots and autonomous machines is undisputable. It is anticipated that the future business environment will be characterized by a variety of intelligent systems and autonomous robots. In 2017, the International Federation of Robotics reported that momentum gained by robotic technologies is strong and that the sales volumes of both service and industrial robots is expected to grow. Building on this projection, the present study proposes a set of prerequisites or key determinants for the adoption of autonomous robots in the supply chain and logistics industry: technological context (i.e., relative advantage, complexity, and cost), organizational context (i.e., management support, financial support and employee competence) and environmental context (i.e., competitive pressure, customer pressure and vendor support). The study adapts a quantitative research design and uses an online survey to collect the needed data to test the conceptual framework and hypothese...

Advances in Intelligent Systems and Computing, 2020

This paper aims to identify the influence of service quality on customer retention and the factor... more This paper aims to identify the influence of service quality on customer retention and the factors that affect this relationship using a systematic review and meta-analysis method to use in the second stage in examining the relationship of service quality on customer retention in higher educations. A systematic review method was conducted to select the studies that will assist in the current studies. This systematic review covered 32 research articles published in peer-reviewed journals from 1996 till 2018 and were reviews critically. The main findings of the study indicate that service quality-related factors is the most common factor, flowed by customer satisfaction, trust, commitment, and loyalty. Moreover, it has been noticed that the quantitative method using questionnaire was found to be the primary relied upon research methods for collecting data followed by a focus group. Furthermore, 75% of the analyzed studies recorded positive research outcomes. Most of the analyzed studies that had a positive outcome were conducted in the United Kingdom followed by the United States in terms of the context, most of the analyzed studies where done for Banks, followed by Mobile Service Industry, Retailing industry, Small firms, Steel industry, Tourism industry, Airline industry, Zoo, and Advertising service respectively. To that end, this systematic review attempts to investigate the relationship between service quality and customer retention and the factors affecting this relationship.

Advances in Intelligent Systems and Computing, 2020