Abstract
The aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.
Highlights
Through globalization, all business processes, environmental factors, external pressures, and development teams focus on implementing a comprehensive system for quality management (TQM) [1]
TQM is in practice in almost all sectors of life, but when it comes to the healthcare sector, it has become imperative to analyse its role due to the pandemic, e.g., COVID-19
We had an opportunity to clarify the role of TQM tools and techniques in service quality and client’s satisfaction in the healthcare sector
Summary
All business processes, environmental factors, external pressures, and development teams focus on implementing a comprehensive system for quality management (TQM) [1]. The implementation of these methods provides the company with competitive opportunities and is seen as a source of service improvement and client satisfaction [2]. These factors determine performance during TQM training [23] These factors indicate the successful implementation of the overall quality control principles, and studies have shown a positive relationship between these factors and the company’s financial performance [24].
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