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R. L. Fernando

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Open access Oct 2026

The Effects of Digital Technology Adoption, Total Quality Management Practices, and Organisational Performance in the Sri Lankan Telecommunication Industry: The Mediating Role of Customer Satisfaction

This study investigates the critical issue of high customer complaint rates in the Sri Lankan telecommunications sector. It examines the relationships between Digital Technologies (DT) adoption, Total Quality Management (TQM) practices, and organisational performance with customer satisfaction as a mediating variable i...

M. J. P. Kulatunge, R. L. Fernando, I. Mahakalanda · 0 citations

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