scholarly journals The role of total quality management in enhancing the quality of private healthcare services

2020 ◽  
Vol 18 (2) ◽  
pp. 64-78
Author(s):  
Mohannad Abu Daqar ◽  
Milan Constantinovits
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Healthcare Sector ◽  
Top Management ◽  
Total Quality ◽  
Private Healthcare ◽  
Management Commitment ◽  
Top Management Commitment

The study aims to explore the role of total quality management (TQM) in enhancing the service quality of the private healthcare sector in the Northern Area of West Bank Palestine. The study involves a questionnaire-based survey, private hospitals, and healthcare centers selected in North West Bank. The administrative employees are the population of the study, 200 employees were selected via stratified sampling method. By using the Structural Equation Modeling (SEM), the findings show that all TQM factors are positively and directly related to each other in the private healthcare sector. There is a positive and direct relationship between four TQM factors (customer satisfaction, employee involvement, continual improvements, and top management commitment) and service quality, while there is a negative direct relationship between processes and service quality. TQM factors (customer satisfaction, employee involvement, continual improvements, processes, and top management commitment) explained 95% of the variance in healthcare service quality (R² = 0.950, P < 0.05). Continual improvements is the main pillar in TQM application in healthcare sector, and it is highly associated with the private healthcare processes (R² = 0.907, P < 0.01), while top management commitment is the most significant factor in improving the service quality. Full understanding and commitment by the managers across all levels and activating the effective communication between employees at all levels in the organization are the key factors of a successful TQM implementation; it helps in strengthening the teamwork efficiency. Top management is required to avoid the monotonic managerial practices, especially in the organizational processes, as it has a negative impact on the private healthcare service quality.

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

scholarly journals PENGARUH KOMITMEN MANAJEMEN PUNCAK DAN PERAN AKUNTAN MANAJEMEN TERHADAP SISTEM INFORMASI LINGKUNGAN DAN DAMPAKNYA KEPADA KINERJA LINGKUNGAN

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Toto Kurniawan ◽  
Ririn Breliastiti
Keyword(s):  
Information System ◽  
Environmental Performance ◽  
Environmental Information ◽  
Environmental Data ◽  
Top Management ◽  
Management Accountant ◽  
Management Accountants ◽  
Management Commitment ◽  
Top Management Commitment

<p>Disclosure of information about environmental performance (environmental performance information) to external parties is an important step to show that the company is a good corporate citizenship. Top management realized that the commitment on environmental sustainability can provide a competitive advantage to companies through reduced costs, increased market share, image enhancement and technological leadership. In addition, the role of the management accountant had already increasingly taken into account. The seriousness of top management and company management accountants will be reflected in the establishment of an information system in which to accommodate information about the environment. In practice, most companies do not have adequate systems for measuring and managing environmental costs, or coordinate the collection of environmental data for managerial decisions. This study aims to determine the effect of directly or indirectly from the top management commitment and the role of the management accountant which is mediated by the information system environment on environmental performance. The population in this study are private companies that are domiciled or headquartered in Jakarta. The method of selecting samples using a convenience sampling and purposive sampling. Respondents who have been targeted in this research is the employee who has occupied the minimum level supervisor. The data used are primary data collected through questionnaires. Data analysis was performed using analysis of PLS (Partial Least Squares). The results showed that the top management commitment, both directly and indirectly affect the environmental performance. The role of the management accountant directly affect environmental performance. Environmental information system influence on environmental performance.</p><p><br />Keywords: top management commitment, the role of management accountants, environmental information systems, environmental performance, management accounting</p>

scholarly journals TOTAL QUALITY MANAGEMENT PRACTICES AND PERFORMANCE OF HIV/AIDS PROJECTS IN RWANDA - A CASE OF AIDS HEALTH CARE FOUNDATION

2021 ◽  
Vol 6 (3) ◽  
Author(s):  
Walter Nyakundi Matoke ◽  
Eugenia Nkechi Irechukwu
Keyword(s):  
Total Quality Management ◽  
Employee Involvement ◽  
Project Managers ◽  
Top Management ◽  
Total Quality ◽  
Management Commitment ◽  
Top Management Commitment ◽  
And Performance ◽  
And Training ◽  
Hiv Aids

Rwanda’s Vision 2030 puts healthcare as one of its integral pillars. HIV/AIDS is one of the biggest challenges in the health sector and Rwanda’s economy at large since the disease led to reduction of labour supply and productivity as well as increased government expenditure on importation of expensive healthcare goods. Total quality management is one of the key factors that affect the success of projects and has gained popularity among project managers overtime. This study sought to investigate total quality management practices and performance of HIV/AIDS projects in Rwanda. Specifically, the study analyzed the effects of top management commitment, employee involvement and staff training on the performance of HIV/AIDS control projects. The study is helpful to project managers in policy formulation and rational decision making. It is also helpful to the Rwandan government in making informed decisions towards achieving health care provision objectives. The donors’ confidence in funding health projects may also be boosted by the findings of this research. The study adopted descriptive and correlational research designs. A sample of 98 respondents was drawn from a population of 130 consisting of the staff and project managers of Aids Healthcare Foundation (AHF) Rwanda. Simple random sampling technique was used to select the sample size in this study. Data used was of primary nature collected using questionnaires. Quantitative and qualitative data collected were analyzed using IBM SPSS version 22 and the findings presented in tables and figures. Regression and correlation analysis were used to establish an interaction between the dependent and independent variables. Descriptive findings indicated that over 75%, 85% and 90% of respondents did agree that at top management commitment, employee involvement and training practices respectively are practiced at AHF Rwanda. Correlation findings did indicate a Pearson correlation coefficient of 0.780, 0.630 and 0.690 for top management commitment, employee involvement and training practices respectively with significance values of 0.01 for all. Lastly the betta coefficients for top management training, employee involvement and training practices were 0.163, 0.235 and 0.126 respectively with corresponding probability values of 0.011, 0.002 and 0.036 and R squared value was found to be 71.5%. The study concluded that TQM including top management commitment, employee involvement and training are practiced largely at Aids Healthcare Foundation. Hence, a strong positive significant relationship between TQM practices and performance of HIV/AIDS projects in Rwanda. The study recommends AHF project managers to focus more on TQM practices, particularly management commitment on project activities, involvement of other employees in decision making and creating an enabling working environment and lastly, they should consider enhancing human resource training as a way to enhance project performance. Additionally, the government and the donors should ensure that TQM practices are implemented in the healthcare projects in order to realize positive results from such projects. JEL: I10; I18; J21 <p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0770/a.php" alt="Hit counter" /></p>

Patient Satisfaction with the Healthcare Service Quality: An Empirical Investigation at Malaysian Public Hospitals by Utilizing SERVQUAL-Gap Analysis

2021 ◽  
Vol 12 (3) ◽  
pp. 734-740
Author(s):  
Wan Salmuni Wan Mustaffa Et.al
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Service Industries ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Healthcare Industry

The healthcare industry is among the most rapidly growing service industries in the world economy. In recent years, the government of Malaysia has taken various initiative to increase funding for the healthcare sector to improve the quality of life amongst citizens. However, the continuing complaints regarding patients’ dissatisfaction towards the quality of healthcare services lead to a huge challenge to the service providers. Thus, the main objective of this research is to measure patient satisfaction with healthcare service quality. The selected Malaysian public hospitals were involved in this research. A questionnaire was used as a research instrument distributed to the patient's experienced service delivery at Malaysian public hospitals. The convenience sampling technique was employed to gather the data. Data collected were analyzed using SERVQUAL-gap analysis. The descriptive results revealed that the patients were only moderately satisfied with healthcare service quality rendered byMalaysian public hospitals. Based on the SERVQUAL-gap analysis results, the empathy dimension showed the lowest mean value. This indicates that service quality offered by Malaysian public hospitals still needs improvement in terms of the level of caring and needs as well as individualized attention that the hospital needs to provide to their patients. This research benefits the managerial in the healthcare industry to deliver excellent service experience to the patients by considering the relevant indicators of service evaluation.

scholarly journals Influence of top management commitment towards the effective implementation of TQM in Iraqi oil companies

2021 ◽  
Vol 11 (4) ◽  
pp. 2039-2053
Author(s):  
Abbas Abdulhameed Aletaiby ◽  
Akila Pramodh Rathnasinghe ◽  
Pramodh Kulatunga
Keyword(s):  
Influential Factor ◽  
Top Management ◽  
Research Approach ◽  
Total Quality ◽  
Oil Companies ◽  
Effective Implementation ◽  
Management Commitment ◽  
Top Management Commitment ◽  
The Relationship

AbstractBy raising performance, Total Quality Management (TQM) transforms any industry that is in a state of substantial structural change and facing increased competition. However, Iraq as one of the main global oil suppliers is still lagging on the TQM journey due to decreasing quality levels, particularly in management systems. Thus, this study aims to facilitate TQM in Iraqi Oil Companies by reviewing the TQM practices and the significance of Top Management Commitment (TMC) towards eliminating the barriers for implementation. To achieve this aim, the study utilises a mixed research approach and a single holistic case study strategy by triangulating literature and data collected from one of the leading Iraqi oil companies. The research identified TMC as the most influential factor for effective TQM implementation and six barriers. Furthermore, the research reveals the relationship between the top management commitment required for successful TQM implementation and barriers in that journey. This study will be the first of its kind in the Iraqi oil industry which will lead to a better understanding of TQM practices in Iraq and will encourage other researchers to extend this study through further work.

scholarly journals Top management commitment for successful small and medium-enterprises(SMEs): A hoax or a reality?

2016 ◽  
Vol 12 (4) ◽  
pp. 259 ◽  
Author(s):  
Ndiritu Caroline ◽  
Kidombo Harriet ◽  
Ndiritu Anne
Keyword(s):  
Small And Medium Enterprises ◽  
Target Population ◽  
Top Management ◽  
Total Quality ◽  
Youth Group ◽  
Management Commitment ◽  
Group Projects ◽  
Top Management Commitment ◽  
And Performance ◽  
Medium Enterprises

The role of small and medium enterprises in any country’s economic development cannot be under estimated. It is important for all countries especially the developing ones to note that the key to having a sustained development is to improve the performance of small and medium enterprises (SMEs). This ensures economic growth is inclusive of all people. The success of these enterprises should be the concern of all governments that are interested in not only alleviating poverty as a major threat to sustainable development. The purpose of this study was to investigate the influence of top management commitment as a Total Quality Management (TQM) practice on performance of small and medium enterprises. The study concentrated on youth group projects in Kajiado north sub county, Kajiado County, Kenya. Youth projects were randomly selected from Kajiado north sub-county, in five wards. The study used mixed method approach in the data collection and analysis, to capture both the qualitative and quantitative data. The design is descriptive. The target population was 210 youth that were involved in youth group projects. Spearman’s correlation was used to test the relationship between the variables. The analyses indicated that there is significant relationship between top management and performance.

scholarly journals THE INFLUENCE OF TOP MANAGEMENT COMMITMENT ON FIRM PRODUCTIVITY THROUGH TOTAL QUALITY MANAGEMENT AND MANAGEMENT ACCOUNTING INFORMATION SYSTEM

2012 ◽  
Vol 3 (2) ◽  
Author(s):  
Roebiandini Soemantri
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Significant Influence ◽  
Management Accounting ◽  
Accounting Information ◽  
Top Management ◽  
Total Quality ◽  
Accounting Information Systems ◽  
Management Commitment ◽  
Top Management Commitment

This study examines the influence of top management commitment on firm productivity through implementation of total quality management and management accounting information systems. The research employed explanatory survey method. Data for this studywere drawn from a survey 73 Indonesia Manufacturing Firms having sertification of ISO 9000 series from 2004 up to 2006. The respondents of this research are production manager of each firm. Data were collected by indirect communication based on a questionnaireand study of documentation. Descriptive statistics were used to data analysis based on weighted mean score and path analysis. This studyused primary data and secondary data. The results are as follows : (1) there is a positive and significant influence of top management commitment toward implementation of total quality management; (2)there is a positive and significant influence of top managementcommitment on management accounting information systems; (3) there is a positive and significant influence of implementation of total quality management and management accounting information systems to firm productivity; (4) there is a positive and significant influence of top management commitment to firm productivity through implementation of total quality management; (5) there is a positive and significant influence of top management commitment to productivity through management accounting information systems; (6) there is a positive and significant influence of top management commitment on firm productivity through implementation of total quality management and management accounting information systems.

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