The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals

2013 ◽  
Vol 29 (3) ◽  
pp. 292-315 ◽  
Author(s):  
Ismail Bakan ◽  
Tuba Buyukbese ◽  
Burcu Ersahan
Keyword(s):  
Patient Satisfaction ◽  
Empirical Study ◽  
Public Hospitals ◽  
Quality Service ◽  
Total Quality ◽  
Private And Public ◽  
The Impact

scholarly journals An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

2014 ◽  
Vol 7 (1) ◽  
Author(s):  
Ehsan Zarei ◽  
Abbas Daneshkohan ◽  
Behrouz Pouragha ◽  
Sima Marzban ◽  
Mohammad Arab
Keyword(s):  
Patient Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Private Hospitals ◽  
The Impact

scholarly journals The Influence of Employee Empowerment on Competitive Advantage in Hospitals within Nairobi, Kenya

2021 ◽  
Vol 5 (1) ◽  
pp. 26-35
Author(s):  
Pamleila N Ntwiga ◽  
Maina Muchara ◽  
Peter Kiriria
Keyword(s):  
Competitive Advantage ◽  
Employee Satisfaction ◽  
Public Hospitals ◽  
Employee Empowerment ◽  
Total Quality ◽  
Correlational Research ◽  
High Responsiveness ◽  
Private And Public ◽  
Reward And Recognition ◽  
Self Administered Questionnaire

Background: The study examined the influence of implementation of employee empowerment on competitive advantage in hospitals within Nairobi. The study looked at the following aspects of employee empowerment; competence, teamwork, motivation, reward and recognition. Employee empowerment is derived from the Total Quality Management (TQM) principles bringing forth competitive advantage that results from high customer satisfaction levels, employee satisfaction and operations efficiency. Methods: A descriptive correlational research design that applied positivism philosophy. Data was collected from both private and public hospitals within Nairobi targeting patients who were admitted in these hospitals for more than three days during the study period and senior employees of the respective hospitals. There were 308 participants, 154 hospital employees and 154 patients from 31 hospitals within Nairobi. After institutional and individual consent was obtained, participants filled a self-administered questionnaire. The collected data was coded into SPSS Version 23 software and the analysis was done using descriptive and inferential statistics. Results: The findings illustrated that employee empowerment significantly predicted competitive advantage. High responsiveness and good attitude, being reliable, empathy and assuring the patients of their state best enhance patients’ and employee satisfaction. Conclusion: This brings out the importance of realigning the staff inputs towards improving patient experiences, as well as considering employees’ performance as individual instead of considering them as teams.

scholarly journals AN EMPIRICAL STUDY OF TOTAL QUALITY MANAGEMENT ACCOUNTING IN HIGHER EDUCATION: STUDENTS AS CUSTOMERS PERSPECTIVE

2017 ◽  
Vol 5 (7) ◽  
pp. 520-529
Author(s):  
Palak Kakkar
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Empirical Study ◽  
Total Quality Management ◽  
Management Accounting ◽  
Total Quality ◽  
Education Students ◽  
Policy Makers ◽  
The Impact ◽  
Students As Customers

With increased globalisation and competitiveness in the markets, the firms are in consistent search for new methods to satisfy their customers. The concept of TQM renders useful insight to achieve the said objective. Moreover, the concept is multi-disciplinary and is well suited to the Indian concept as well. Higher Education is an important sector that needs to cater to the need of quality education in the wake of plethora of options available to the students worldwide and also to satisfy the Accredition and assessment needs by agencies like NAAC. Thus, an attempt has been made to study the impact of Total Quality Management accounting in the Higher Education Sector. The paper has been divided into seven parts. While the first and second part deals with the introduction and conceptual framework respectively, the third part focuses on the various concepts of research methodology. The results of the empirical study have been reported in the fourth part. The fifth part deals with the suggestions for the policy makers followed by the research gaps so identified. The last part deals with the conclusion.

scholarly journals Impact of Workplace Stress on Employee Performance in Healthcare Sector of Gandaki Province, Nepal

2021 ◽  
Vol 9 (2) ◽  
Author(s):  
Nyayika Bastola ◽  
Nyayika Bastola
Keyword(s):  
Negative Impact ◽  
Employee Performance ◽  
Workplace Stress ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Quality Service ◽  
Sampling Frame ◽  
Correlation And Regression Analysis ◽  
The Impact ◽  
Structured Questionnaire

The study aims to investigate the impact of workplace stress on employee performance in healthcare sector of Gandaki Province. Using the sampling frame of 1162 employees of seven public hospitals in Gandaki Province, 167 respondents were randomly selected. Data has been collected using a well-structured questionnaire. The data were analyzed using descriptive statistics, correlation and regression analysis. The study revealed that status of employee performance is moderate in hospitals of Gandaki province, this actively demonstrates that employees are providing good quality service and are able to accomplish the task they are assigned. The findings of multiple regression portray that, pay and reward, supervisor support, role ambiguity and work life balance significantly influence in service quality and job accomplishment. However, workload was found to have weakly negative impact on employee performance.

scholarly journals Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia

2021 ◽  
Vol 18 (14) ◽  
pp. 7454
Author(s):  
Afiq Izzudin A. Rahim ◽  
Mohd Ismail Ibrahim ◽  
Kamarul Imran Musa ◽  
Sook-Ling Chua
Keyword(s):  
Social Media ◽  
Patient Satisfaction ◽  
Online Reviews ◽  
Tertiary Hospital ◽  
Public Hospitals ◽  
Hospital Patient ◽  
Healthcare Organizations ◽  
Hospital Accreditation ◽  
Cross Sectional ◽  
The Impact

Patient satisfaction is one indicator used to assess the impact of accreditation on patient care. However, traditional patient satisfaction surveys have a few disadvantages, and some researchers have suggested that social media be used in their place. Social media usage is gaining popularity in healthcare organizations, but there is still a paucity of data to support it. The purpose of this study was to determine the association between online reviews and hospital patient satisfaction and the relationship between online reviews and hospital accreditation. We used a cross-sectional design with data acquired from the official Facebook pages of 48 Malaysian public hospitals, 25 of which are accredited. We collected all patient comments from Facebook reviews of those hospitals between 2018 and 2019. Spearman’s correlation and logistic regression were used to evaluate the data. There was a significant and moderate correlation between hospital patient satisfaction and online reviews. Patient satisfaction was closely connected to urban location, tertiary hospital, and previous Facebook ratings. However, hospital accreditation was not found to be significantly associated with online reports of patient satisfaction. This groundbreaking study demonstrates how Facebook reviews can assist hospital administrators in monitoring their institutions’ quality of care in real time.

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