Abstract
ABSTRACTObjectiveAs healthcare costs continue to rise, healthcare consumers expect service quality to improve. The aim of this study was to investigate the influence of Total Quality Management by a healthcare facility on perceived service quality and patient satisfaction.MethodA self-completion questionnaire was submitted to inpatients who were treated in April 2018 at a tertiary-level hospital in Vietnam. There were 516 respondents. The Statistical Package for the Social Sciences (SPSS) ver. 25.0 and Amos ver. 25.0 programmes were used for frequency and descriptive statistical analysis, and structural equation modelling, respectively.ResultsTotal Quality Management had a significant effect on perceived service quality and patient satisfaction; perceived service quality had a positive influence on patient satisfaction.ConclusionWe 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.
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