“…Examples of these indicators include promptness, helpfulness, benevolence, reliability, professionalism, honesty, and fairness (Tanny & Zafarullah, 2022); responsiveness and transparency (Lim & Lee, 2021); accessibility, reception, and handling of comments, feedback, and recommendations (Chien & Thanh, 2022) shows that the total quality management system can impact various dimensions of service quality, such as reliability, response capacity, assurance and empathy (Lopez-Lemus, 2021). Moreover, it can also drive digital transformation (Imran et al, 2022), service innovation (Tukiran et al, 2022) or sustainability performance in the public service sector (AlShehail et al, 2022).…”