Abstract
Objective: Total quality management (TQM) is a useful tool for improving the perceived service quality to increase the customers’ satisfaction (CS) and to maintain their loyalty. The purpose of this study examines TQM in relation to CS and loyalty. Method: A self-administered questionnaire was administered to the inpatients who were treated at the National Cancer Hospital, in Vietnam, in April 2018. A total of 516 documents used the analyzed procedure. The dataset was analyzed via the SPSS software 25.0, and the Amos 25.0. A confirmatory factor analysis was performed to test the structural equation modeling of the proposed hypotheses. Results: TQM directly influences CS and has a positive influence on loyalty. Our findings revealed that TQM is the key factor that directly influences CS and loyalty; CS performs a mediating role in the relationship between TQM and loyalty. Implications: The findings have implications for managers and policymakers that TQM factors include Process, Interaction, and Environment quality should be considered in planning with an aim to increase CS and to maintain their loyalty. Therefore, it increases profits for providers that contribute to sustainable survival in a competitive environment. Besides, satisfaction is a mediator factor of TQM and loyalty, so the service organization should consider customers’ satisfaction to maintain loyalty.
Highlights
Total quality management (TQM) is considered a standard system of management that focused on customer [1]
Our study has implications for service organizations and policymakers, as it examines the influence of TQM on the patient satisfaction (PS) and patient loyalty (PL)
Confirmatory factor analysis (CFA) was used for structural equation modeling (SEM) to test the proposed hypotheses
Summary
Total quality management (TQM) is considered a standard system of management that focused on customer [1]. The concept of TQM began between 1970 and 1993 under different names These include: inspection quality control (IQC), statistical process control (SPC), total quality control (TQC), and company-wide quality control (CWQC). It established as TQM in the 1980s [2, 3]. In Vietnam, most public hospitals are not enough medical equipment and outdated facilities Their processes, interactions, and environmental quality don't get professional standards. These public hospitals have distributed free patient healthcare for those who hold health insurance cards. A sample size of about 500 participants is suitable for factor loading of the proposed model
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