The Impact of Total Quality Management and Perceived Service Quality on Patient Satisfaction in Healthcare: A Systematic Review

Abstract

The main goal of Total Quality Management (TQM) and Perceived Service Quality (PSQ) in the healthcare sector is to provide high-quality care to patients to meet their needs and expectation. Even in very unique circumstances like the COVID-19 outbreak, there is a need to evaluate how much the prementioned approaches affect patient satisfaction. However, patient satisfaction requires a proper synchronization between what the patient value and what the management perceives. In addition, there should be a focus on what impact the dimensions of TQM and PCQ have on patient satisfaction. As a result, studies have been conducted to identify what the patients value the most related to PSQ and TQM by designing and distributing questionnaires to a sample of patients and analyzing their responses. In this study, a review is conducted of empirical studies from various databases covering the period between 2008 and 2021. The objective is to analyze the influence of TQM and PSQ dimensions on patient satisfaction in healthcare organizations.