An Analysis of The Effects of Total Quality Management (TQM) on Patient Satisfaction in Hospital: A Scoping Review

Article Sidebar

PDF
Issue
Vol. 2 No. 4 (2021): Journal of Asian Multicultural Research for Medical and Health Science Study
Published: Dec 30, 2021
Keywords:
Total Quality Management (TQM),
Patient Satisfaction,
TQM in Hospital

Main Article Content

Nurul Namirah Kamaruddin
a:1:{s:5:"en_US";s:90:"Hospital Management Department, Faculty of Public Health, Hasanuddin University, Indonesia";}
Fridawati Rivai
Hospital Management Department, Faculty of Public Health, Hasanuddin University, Indonesia
Andi Zulkifli
Department of Epidemiology, Faculty of Public Health, Hasanuddin University, Indonesia

Abstract

Hospitals are an integral part of the health care system. They are accountable for delivering proper health care to very sensitive patients, including all essential difficult medical procedures. Recognizing the wants and aspirations of customers, in this instance patients, is critical for patient happiness. To achieve patient satisfaction, businesses or hospitals must develop and manage a system for acquiring new patients as well as the capacity to keep existing ones. In respect to the quality management system, one instrument that is believed to be capable of assisting organizations in improving their performance and achieving their objectives is Total Quality Management (TQM). As a result, Total Quality Management (TQM) might be one of the strategies adopted. This research technique is referred to as a scoping review. According to the findings of a literature search on the impact of ten TQM components on patient happiness at home, the Focus on Patient factor has the greatest influence on patient satisfaction in hospitals.

Downloads

Download data is not yet available.

Article Details

How to Cite
Kamaruddin, N. N., Rivai, F. ., & Zulkifli, A. . (2021). An Analysis of The Effects of Total Quality Management (TQM) on Patient Satisfaction in Hospital: A Scoping Review . Journal of Asian Multicultural Research for Medical and Health Science Study, 2(4), 110-129. https://doi.org/10.47616/jamrmhss.v2i4.218
Section
Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

References

Adhiputra, M. W. (2019). Analisis Penerapan Tqm Terhadap Kinerja Manajerial Pada Rumah Sakit Umum Di Denpasar. Jurnal Ilmiah Akuntansi, 3(1), 49–60. https://doi.org/10.23887/jia.v3i1.16628

Alolayyan, M. N., Anuar, K., Ali, M., & Idris, F. (2010). The Impact of TQM Practice on Patients’nsatisfaction through Operational Flexibility. 1–17.

Alrabeah, A. H., Ogden, S., Edgar, D., & Fryer, K. (2020). Total Quality Management and Hospital Workforce National Cultural Diversity in Saudi Arabia: Help or Hindrance? International Journal of Research in Business Studies and Management, 7(5), 18–30.

Alzoubi, M. M., Hayati, K. S., Rosliza, A. M., Ahmad, A. A., & Al-Hamdan, Z. M. (2018). Total Quality Management Intervention for Enhancing Nursing Commitment and Performance in Jordanian Hospital: Protocol of a Quasi-Experimental Study. International Journal of Advanced Scientific Research & Development (IJASRD), 5(10), 01. https://doi.org/10.26836/ijasrd/2018/v5/i10/51001

Babu, F., & Thomas, S. (2020). The relationship between total quality management practices and organisational image in the hospital industry: An empirical examination. International Journal of Productivity and Quality Management, 29(1), 1–23. https://doi.org/10.1504/IJPQM.2020.104517

Balasubramanian, M. (2016). Total Quality Management [TQM] in the Healthcare Industry – Challenges, Barriers and Implementation Developing a Framework for TQM Implementation in a Healthcare Setup. Science Journal of Public Health, 4(4), 271. https://doi.org/10.11648/j.sjph.20160404.11

Bilen, A., & Sitki, A. (2020). The Impact of Total Qualıty Management on Patıent Satısfactıon: A Fıeld Study in the Health Centers of the Syrıans in Gazıantep. Journal of Arts & Social Sciences, 7(1), 11–20. https://doi.org/10.46662/jass-vol7-iss1-2020(11-20)

Essel, R. E. (2020). Assessing Total Quality Management (TQM) Effect on Hospital Performance in Ghana Using a Non-Probabilistic Approach: The Case of Greater Accra Regional Hospital (GARH). Metamorphosis: A Journal of Management Research, 19(1), 29–41. https://doi.org/10.1177/0972622520949091

Hamed Khawka, Z. M. (2016). Detecting Total Quality Management Status and Teamwork Orientation in Al-Yarmouk Teaching Hospital. American Journal of Industrial and Business Management, 06(03), 232–248. https://doi.org/10.4236/ajibm.2016.63021

Hayat, N. N. (2020). Hubungan Karakteristik Staf Dan Tim Kerja Dengan Kepuasan Kerja Perawat Di Rumah Sakit Tipe B Tahun 2015. Human Care Journal, 5(1), 365. https://doi.org/10.32883/hcj.v5i1.686

Indra Abadi, . M. H., . B. S., & . A. M. (2018). A structural model of total quality management, kaizen, operational performance on service quality and patient satisfaction. Archives of Business Research, 6(11), 48–60. https://doi.org/10.14738/abr.611.5590

Juran, J. M., Godfrey, a B., Hoogstoel, R. E., & Schilling, E. G. (1999). Juran ’ S Quality Handbook. In Training for Quality (Vol. 1, Issue 3). http://knovel.com/web/portal/browse/display?_EXT_KNOVEL_DISPLAY_bookid=623&VerticalID=0

Juran, J., & Godfrey, A. (1998). JURAN’S QUALITY HANDBOOK, 5th EDITION. In JURAN’S QUALITY HANDBOOK, 5th EDITION.

Kafidzin, R. (2014). Analisis implementasi. 1–20.

Kamra, V., Singh, H., & Kumar De, K. (2016). Factors affecting patient satisfaction: an exploratory study for quality management in the health-care sector. Total Quality Management and Business Excellence, 27(9–10), 1013–1027. https://doi.org/10.1080/14783363.2015.1057488

Khawka, Z. M. H. (2016). Total Quality Management and Its Applications. American Journal of Industrial and Business Management, 6(3), 233–248. http://iarjset.com/upload/2017/may-17/IARJSET 30.pdf%0Ahttp://www.scirp.org/journal/PaperDownload.aspx?DOI=10.4236/iim.2013.54013%0Ahttp://www.scirp.org/journal/doi.aspx?DOI=10.4236/jss.2016.411017

Masinambow, R., & Karuntu, M. (2019). Analisis Penerapan Total Quality Management Di Rumah Sakit Siloam Gmim Sonder Analysis of the Application Total Quality Management in Siloam Gmim Sonder. Analisis Penerapan Total Quality Management Di Rumah Sakit Siloam Gmim Sonder Analysis of the Application Total Quality Management in Siloam Gmim Sonder, 7(1), 621–630.

Mawuko, D. W. (2017). The effect of total quality management practices on customer satisfaction in the upper west regional hospital.

Muhaimeed, K. A., Hawas, T. A., & Mohammed, A. A. (2021). The availability of Total Quality Management requirements and contribution to the achievement of the quality of service health analytical study at Salah al-Din General Hospital.

Mwikali, E., & Bett, S. (2019). Total quality management practices and service delivery at the Nairobi Hospital, Kenya. … Journal of Human Resource and Business …, 3(7), 572–589. https://iajournals.org/articles/iajhrba_v3_i7_572_589.pdf

Naser Alolayyan, A. M. H. A. (2016). the Impact of Total Quality Management ( Tqm ) Practice on Patients ’ Satisfaction Through Operational Flexibility. International Educational Scientific Research Journal, 2(7), 16–21. https://doi.org/10.21276/2455-295

Nguyen, T. L. H., & Nagase, K. (2020). Total Quality Management: A Mediating Factor in the Relationship Between Customer Expectations and Satisfaction. International Journal of Management and …, 13(1), 1–13. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3736225

Pardede, J. . (2017). Analisis Komparatif Implementasi Program Total Quality Management (TQM) Dan Kepuasan Pasien Rawat Inap Dan Rawat Jalan (Studi Kasus paa Rumah Sakit Bina Kasih Dadn Rumah Sakit Lancang Kuning). JOM Fekom, 4(1), 1075–1089.

Rahman, M., & Raju, V. (2020). Patients’Perceptions on Factors Determining of Total Quality Management (Tqm) Implementation Into Bangladeshi Public Hospitals …. PalArch’s Journal of Archaeology of Egypt …, 17(7), 6258–6272. https://archives.palarch.nl/index.php/jae/article/view/2963

Sri Wahyuni, N. P., & Darmawan, E. S. (2019). Patient Centered Care Model to Improve the Quality and Safety of Patient Care in Hospital: A Systematic Review. 291–291. https://doi.org/10.26911/the6thicph.04.53

Sriwidadi, T. (2001). Manajemen mutu terpadu. 2, 107–115.

Take, N., Byakika, S., Tasei, H., & Yoshikawa, T. (2016). The effect of 5S-continuous quality improvement-total quality management approach on staff motivation, patients’ waiting time and patient satisfaction with services at hospitals in Uganda. Journal of Public Health in Africa, 6(1), 29–34. https://doi.org/10.4081/jphia.2015.486

Wang, K. Y., Chou, C. C., & Lai, J. C. Y. (2019). A structural model of total quality management, work values, job satisfaction and patient-safety-culture attitude among nurses. Journal of Nursing Management, 27(2), 225–232. https://doi.org/10.1111/jonm.12669