Abstract
The study aims to explore the role of total quality management (TQM) in enhancing the service quality of the private healthcare sector in the Northern Area of West Bank Palestine. The study involves a questionnaire-based survey, private hospitals, and healthcare centers selected in North West Bank. The administrative employees are the population of the study, 200 employees were selected via stratified sampling method. By using the Structural Equation Modeling (SEM), the findings show that all TQM factors are positively and directly related to each other in the private healthcare sector. There is a positive and direct relationship between four TQM factors (customer satisfaction, employee involvement, continual improvements, and top management commitment) and service quality, while there is a negative direct relationship between processes and service quality. TQM factors (customer satisfaction, employee involvement, continual improvements, processes, and top management commitment) explained 95% of the variance in healthcare service quality (R² = 0.950, P < 0.05). Continual improvements is the main pillar in TQM application in healthcare sector, and it is highly associated with the private healthcare processes (R² = 0.907, P < 0.01), while top management commitment is the most significant factor in improving the service quality. Full understanding and commitment by the managers across all levels and activating the effective communication between employees at all levels in the organization are the key factors of a successful TQM implementation; it helps in strengthening the teamwork efficiency. Top management is required to avoid the monotonic managerial practices, especially in the organizational processes, as it has a negative impact on the private healthcare service quality.
Highlights
As long as the healthcare sector is considered the main pillar of the country, enhancing the quality of the provided services to patients is the main concern of the decision-makers and the top management of the healthcare organizations and centers due to the massive competition across this sector in Palestine
This study aims to clearly address the role of total quality management (TQM) factors on the quality of private healthcare services in Palestine
The findings indicate a significant positive relationship between the private healthcare service quality and TQM
Summary
As long as the healthcare sector is considered the main pillar of the country, enhancing the quality of the provided services to patients is the main concern of the decision-makers and the top management of the healthcare organizations and centers due to the massive competition across this sector in Palestine. The significance of this study comes from the current skills gap in the Palestinian healthcare sector, which suffers from the deficiency of skilled professionals in this sector to manage these organizations and centers efficiently to enhance the healthcare services quality at the end. This gap covered both the medical and the administrative employees. Abdullah’s (2018) study is the most recent in Palestine investigating the skills deficiency across the healthcare sector.
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