SHS Web Conf.
Volume 131, 20228th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE
|Number of page(s)||9|
|Published online||11 January 2022|
Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review
1 Riga Stradins University, Faculty of Business, Management and Economics, Department of management, Riga, Latvija
2 University of Latvia, Faculty of Business, Management and Economics, Department of management, Riga, Latvia
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.
© The Authors, published by EDP Sciences, 2022
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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