scholarly journals Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

2022 ◽  
Vol 131 ◽  
pp. 02009
Author(s):  
Dana Grossu-Leibovica ◽  
Henrijs Kalkis
Keyword(s):  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Client Satisfaction ◽  
Total Quality ◽  
Healthcare Organizations ◽  
Management Tools ◽  
Healthcare Settings ◽  
Improve Service Quality

The aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

scholarly journals IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT: THE EFFECT ON PATIENT SAFETY CULTURE, SERVICE QUALITY, AND ITS IMPACT ON PATIENT SATISFACTION AND PRIVATE HOSPITAL PERFORMANCE IN MANADO CITY

2021 ◽  
Vol 9 (7) ◽  
pp. 44-58
Author(s):  
Jessy Jousina Pondaag ◽  
Paulus Kindangen ◽  
Hendra N. Tawas ◽  
Jacky Sigfried Beatrix Sumarauw
Keyword(s):  
Patient Safety ◽  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Safety Culture ◽  
Patient Safety Culture ◽  
Hospital Performance ◽  
Research Approach ◽  
Total Quality

The purpose of this research is to determine the effect of implementation of Total Quality Management (TQM) on patient safety culture, service quality, patient satisfaction, and hospital performance. This research conducted in private hospitals in Manado City which are: GMIM Pancaran Kasih Hospital, Advent Hospital, Sitti Maryam Hospital, and Siloam Hospital. The research approach used in this research is quantitative approach. The population in this research is the inpatients. Data collection technique conducted by questionnaires, documentation and observation. The sampling technique used in this research is saturated sampling (census). Data analysis conducted by using path analysis with the using SPSS ver. 25. The result of this research shows that the implementation of Total Quality Management impacted positively significantly on patient safety culture, the implementation of Total Quality Management impacted positively significantly on hospital service quality, the implementation of Total Quality Management impacted insignificantly on patient satisfaction, the implementation of Total Quality Management impacted positively significantly on hospital performance, Patient Safety Culture impacted positively significantly on patient satisfaction, Patient Safety Culture impacted positively significantly on hospital performance, Service Quality impacted positively significantly on hospital performance, Hospital Performance impacted positively significantly on hospital performance, and Patient Satisfaction impacted positively significantly on hospital performance.

scholarly journals Evaluation Of Service Quality For Undergraduate Programs At Andalas University

2017 ◽  
Vol 6 (2) ◽  
pp. 129
Author(s):  
Nilda Tri Putri ◽  
Alexie Herryandhi Broto Adi ◽  
Ryan Kamal Fikri
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Student Satisfaction ◽  
Total Quality ◽  
Index Method ◽  
Satisfaction Index ◽  
General Improvement ◽  
Undergraduate Programs ◽  
Improve Service Quality

<p>Total Quality Management is a philosophy and key to bring success in the industry for this era. Total Quality Management plays an important role in the management system and culture to create or produce a good products and service. Andalas University is one object of the application of Total Quality Management in the education sector. Research carried out aims to describe the service quality for undergraduate programs at the Andalas University. Based on the measurement of the service quality, obtained the information related to the level of student satisfaction each Departments and priority improvements to service variable. The study used a questionnaire with two instrument ratings. The instruments rating are an assessment of the level of service and service priority. The calculation for service quality used CSI (Customer Satisfaction Index) method. The recommendations for improve service quality used IPA (Importance Performance Analysis) Method. Based on research conducted, service quality Undergraduate Program at Andalas University can be categorized as low. It was based on the value of CSI located on the 4th lowest category, which is one of courses in Very Poor category, 9 courses in Poor category, 3 courses in the Cause for Concern category, and 1 course on Borderline category. While the dimensions of which are in the service of a general improvement priorities is the Tangible and Reliability dimension.</p>

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

Barriers to the Success of Total Quality Management Implementation in Vietnam's Textile and Garment Companies

2019 ◽  
Vol 10 (3) ◽  
pp. 57-73
Author(s):  
Emmanuel (Manos) Kalargiros ◽  
Cindy Strickler ◽  
Long Pham ◽  
Thomas DeNardin ◽  
Tatyana N Coomer
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Future Research ◽  
Total Quality ◽  
Research Directions ◽  
The World ◽  
Managerial Implications ◽  
Future Research Directions ◽  
The Common

Vietnam is classified as one of the five largest textile and garment exporters in the world. With its ambition to engage more effectively in the global textile and garment supply chains, Vietnam's textile and garment enterprises have been implementing total quality management (TQM) programs in order to improve their product and service quality. However, many of Vietnam's textile and garment enterprises are facing barriers to successful TQM implementation. The objective of this study is to empirically examine these barriers to TQM faced by Vietnam's textile and garment enterprises and to compare the results with previous studies conducted with U.S. and Mexican businesses. The results of this study indicate five barriers to Vietnam's textile and garment enterprises' successful TQM implementation. Among these five barriers, the common barrier shared by Vietnamese, US and Mexican businesses is that employees are resistant to change. Managerial implications and future research directions are discussed.

scholarly journals Jurnal Manajemen Bisnis Dan Kewirausahaan

2019 ◽  
Vol 3 (3) ◽  
Author(s):  
Magister Manajemen
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Brand Loyalty ◽  
Word Of Mouth ◽  
Brand Image ◽  
Mobile Banking ◽  
Total Quality

  JURNAL MANAJEMEN BISNISDAN KEWIRAUSAHAAN   Volume 3/No.3/Mei /2019                                                          e-ISSN 2598-0289  Terbit enam kali dalam setahun. Berisi tulisan yang diangkat dari hasil penelitian di bidang Ilmu Manajemen dan Kewirausahaan.   Ketua Dewan PenyuntingProf. Ir. Carunia Mulya Firdausy, MA, Ph.D – Universitas Tarumanagara  Wakil Ketua Dewan PenyuntingDr. Eko Harry Susanto – Universitas Tarumanagara  Anggota Dewan Penyunting Dr. Ir. Agus Zainul Arifin, MM – Universitas TarumanagaraDr. Eddy Supriyatna MZ, M.HUM – Universitas TarumanagaraDr. Anas Lutfi, MM, MKN – Universitas IndonesiaDr. Hardius Usman, M.Si – Universitas IndonesiaDr. Indra Widjaja, SE, MM – Universitas TarumanagaraDr. Hetty Karunia Tunjung Sari – Universitas Tarumanagara   SekretariatMaria Benedicta, SEStephanie Pane, SE, MM    Alamat Penyunting dan Tata Usaha: Program Studi MM Untar, Kampus 1, Gedung Utama, Lantai 14, Jl. Let. Jen. S. Parman No. 1 Grogol, Jakarta 11440. Telp. (62-21) 5655806 dan Fax. (62-21) 5655808. Email: [email protected]       JURNAL MANAJEMEN BISNIS & KEWIRAUSAHAAN        Mei 2019, Volume  3, No 3                                                                     e-ISSN 2598-0289Halaman 1-112  Pengaruh Kredibilitas, Reputasi, Dan Kemampuan Persuasif Food BloggersTerhadap Intensi Konsumen Dalam Memilih Sebuah RestoranMelly Audina                                                                                                                                                                        01-07 Analisis Pengaruh Car, Npl, Nim, Bopo Dan Ldr Terhadap Roe PadaBank Umum Swasta Nasional Devisa Di IndonesiaMonica                                                                                                                                                                                   08-17 Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan NasabahDalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank XyzOctario Edo Setyawan Dan Anas Lutfi                                                                                                                            18-23 Faktor Determinan Inormasi Pengguna Mobile Banking Bank XyzAdi Purnama Dan Carunia M. Firdausy                                                                                                                          24-31 Pengukuran Kinerja Perusahaan Pada Pt. Yyy Dengan MenggunakanMetode Balanced ScorecardRichardson Harjanto Nurdin                                                                                                                                              32-38 Pengaruh Service Quality, Brand Image Terhadap Brand Loyalty DenganBrand Trust Sebagai Mediasi Sammy Natanael                                                                                                                                                 39-45 Pengaruh Inflasi, Suku Bunga As, Harga Emas, Harga Minyak Bumi, Inflasi AsDan Kurs Rupiah Terhadap Indeks Sektoral Di IndonesiaSylvin Antonius                                                                                                                                                                    46-53 Analisis Pengaruh Faktor –Faktor Total Quality Management (Tqm)Terhadap Kinerja Perusahaan  Pt XyzVania Novianty                                                                                                                                                                    54-61 Analisis Strategi Bisnis Pada Pt. Galleon Cahaya Investama UntukMeningkatkan Daya Saing Dalam Persaingan Di PasarYakobus Luke                                                                                                                                                                      62-67 Analisis Pengawasan Serta Pengaruh Kawasan Berikat Terhadap Arus Kas, Beban PajakDan Aktivitas Ekspor Pt.XyzDeby Valentina                                                                                                                                                                    68-73 Pengaruh Brand Loyalty, Word Of Mouth, Dan Celebrity EndorsementTerhadap Repurchase IntentionLeonardo Charles Ferdinands                                                                                                                                            74-79 Pengaruh Orientasi Pasar Terhadap Kinerja Perusahaan Dengan Komitmen OrganisasiDan Kemampuan Pemasaran Sebagai Variabel Mediasi(Studi Empiris Pada Perusahaan Sektor Ritel Di Dki Jakarta)Ongky Alex Sander                                                                                                                                                              80-89 Pengajuan Artikel Jurnal Analisis Pengembangan Bisnis Kafe District Resto & BarUntuk Meningkatkan Daya SaingTommy Halim Wijaya Dan Eko Harry Susanto                                                                                                              90-95 Pengaruh Profitabilitas, Board Gender, Dan Likuiditas Terhadap Nilai PerusahaanDengan Kebijakan Dividen Sebagai Variabel Moderasi(Studi Empiris Pada Perusahaan Manufaktur Yang Bergerak DibidangConsumer Goods Yang Terdaftar Di Bei Periode 2011-2016)Elisabeth Octavia Kamal Dan Indra Widjaja                                                                                                96-103 Faktor-Faktor Yang Mempengaruhi Return Saham Perusahaan Pertambangan BatubaraDi Bei Periode 2008-2015Rafail Widarko Dan Carunia Mulya Firdausy                                                                                                 104-112     

scholarly journals Modeling the Impact of Total Quality Management (TQM) Practices on Service Quality in Service Organizations (Case Study: Isfahan Refah Kargaran Bank)

2012 ◽  
Vol 2 (3) ◽  
pp. 174
Author(s):  
Majid Nili Ahmadabadi ◽  
Javad Mehrabi ◽  
Mohammad Hasan Tanhaei
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Field Method ◽  
Primary Data ◽  
Total Quality ◽  
Effective Factors ◽  
Isfahan Province ◽  
The Impact

Purpose: purpose of the present survey is to determine degree of relationship and impact of total quality management (TQM) practices on service quality in service organizations.Research methodology: this survey was conducted using descriptive-field method. Its primary data was obtained through field study by two TQM and service quality questionnaires among seventeen selected branches of Refah Kargaran Bank in Isfahan province. Volume of sample included sixty three (63) persons. Multiple regression method, F-test and T-test, ANOVA and correlation tables were used in the survey.Findings: continuous improvement with β=-0.537 and training with β=0.409 are two primary effective factors on increasing of service quality among seven independent variables (training, management commitment, employees’ empowerment, customer focus, information, continuous improvement and employees' involvement). Its regression model is as below:Y=1/876+0.543X Where X shows continuous improvement and Y is service quality.Conclusion: given to obtained results it could be claimed that it is possible to achieve a desirable level of success in business through a more precise planning, focusing on several more important and effective principles due to prioritization of effective factors on service quality during a shorter period of time and paying lower costs. Key words: total quality management (TQM), total quality management (TQM) practices, service quality

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