Relationships between determinants of hospital quality management and service quality performance—a path analytic model

Abstract

The purpose of quality management in hospitals is to establish a system that measures and manages patient care in a way that provides the optimal care for all patients. This study empirically explores the relationship between hospital quality management and service quality performance for a sample of US community hospitals using a path analytic model. The research reveals strong relationships between hospital service quality performance and the analysis of service process and workforce development. The data also indicate that medical technology investment alone does not contribute to a significant improvement in hospital service quality. It is the analysis of the health service process information collected using advanced technology that considerably contributes to health service quality improvement. In addition, the study shows that organizational cooperation, workforce development, medical technology investment, and information/process analysis mediate the relationship between health service quality and top management leadership.