What is it about?
Total Quality Management had a significant effect on perceived service quality and patient satisfaction; perceived service quality had a positive influence on patient satisfaction.
Featured Image
Photo by Clem Onojeghuo on Unsplash
Why is it important?
The work has significant implications for healthcare organizations; they may wish to consider these factors when engaging in strategic planning aimed at improving customer satisfaction. Those responsible for ensuring service quality should consider these factors.
Perspectives
We used Total Quality Management and perceived service quality to develop a model showing that both factors directly influenced patient satisfaction. The work has significant implications for healthcare organizations; they may wish to consider these factors when engaging in strategic planning aimed at improving customer satisfaction. Those responsible for ensuring service quality should consider these factors.
Mrs Thi Le Ha Nguyen
Kanazawa Daigaku
Read the Original
This page is a summary of: The influence of total quality management on customer satisfaction, International Journal of Healthcare Management, July 2019, Taylor & Francis,
DOI: 10.1080/20479700.2019.1647378.
You can read the full text:
Contributors
The following have contributed to this page
