Open Access
Issue
SHS Web Conf.
Volume 131, 2022
8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE
Article Number 02009
Number of page(s) 9
Section Health
DOI https://doi.org/10.1051/shsconf/202213102009
Published online 11 January 2022
  1. K.B. Ooi, B. Lin, B.I. Tan, and A.Y.L. Chong, Are TQM practices supporting customer satisfaction and service quality? Journal of Services Marketing 25(6), pp. 410–419 (2011) [Google Scholar]
  2. T.F. Alfalah, Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction? International Review of Management and Marketing 7(3), pp. 121–125 (2017) [Google Scholar]
  3. D. Pattanayak, M. Koilakuntla, and P. Punyatoya, Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector. International Journal of Quality & Reliability Management (2017) [Google Scholar]
  4. H. Yas, A. Jusoh, A.F. Abbas, A. Mardani, and K.M. Nor, A review and bibliometric analysis of service quality and customer satisfaction by using Scopus database, International Journal of Management (IJM) 11(8) (2020) [Google Scholar]
  5. M. Jeong, H. Oh, Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry. International Journal of Hospitality Management 17(4), pp. 375–390 (1998) [Google Scholar]
  6. W.Y. Sit, K.B. Ooi, S.P. Loke, and G.T.W. Han, TQM and service quality: a survey of commercial banking industry in Malaysia. International Journal of Services, Economics and Management 3(1), pp. 78–91 (2011) [Google Scholar]
  7. U. Lenka, D. Suar, and P.K. Mohapatra, Soft and hard aspects of quality management practices influencing service quality and customer satisfaction in manufacturing-oriented services, Global Business Review 11(1), pp. 79–101 (2010) [Google Scholar]
  8. E.N. Torres, Deconstructing service quality and customer satisfaction: Challenges and directions for future research. Journal of Hospitality Marketing & Management 23(6), pp. 652–677 (2014) [Google Scholar]
  9. N.J. Slack, G. Singh, The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal 32(3), pp. 543–558 (2020) [Google Scholar]
  10. P. Hernon, D.A. Nitecki, E. Altman, Service quality and customer satisfaction: An assessment and future directions, The journal of academic librarianship 25(1), pp. 917 (1999) [Google Scholar]
  11. T.F. Alfalah, Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?, International Review of Management and Marketing 7(3), pp. 121–125 (2017) [Google Scholar]
  12. M. Aqsa, M. M. Risal, and R. Nur, Total Quality Management and Service Quality on Customer Satisfaction in Public Services, PINISI Discretion Review 4(2), pp. 359–368 (2021) [Google Scholar]
  13. A.A. Zaid, S.M. Arqawi, R.M.A. Mwais, M.J. Al Shobaki, and S.S. Abu-Naser, The Impact of Total Quality Management and Perceived Service Quality on Patient Satisfaction and Behavior Intention in Palestinian Healthcare Organizations, Technology Reports of Kansai University 62(03), pp. 221–232 (2020) [Google Scholar]
  14. A. Aburayya, M. Alshurideh, A. Al Marzouqi, O. Al Diabat, A. Alfarsi, R. Suson, M. Bash, S.A. Salloum, An empirical examination of the effect of TQM practices on hospital service quality: an assessment study in UAE hospitals, Syst. Rev. Pharm 11(9), pp. 347–362 (2020) [Google Scholar]
  15. T.L.H. Nguyen, K. Nagase, The influence of total quality management on customer satisfaction, International journal of healthcare management 12(4), pp. 277–285 (2019) [Google Scholar]
  16. T.L.H. Nguyen, K. Nagase, Patient satisfaction and loyalty to the healthcare organization, International Journal of Pharmaceutical and Healthcare Marketing (2021) [Google Scholar]
  17. A. Abu-Rumman, A. Mhasnah, T. Al-Zyout, Direct and indirect effects of TQM on the patients’ satisfaction and loyalty in the Jordanian health care sector, Management Science Letters 11(2), pp. 493–502 (2021) [Google Scholar]
  18. A. Aburayya, M. Alshurideh, A. Al Marzouqi, O. Al Diabat, A. Alfarsi, R. Suson, M. Bash, and S.A. Salloum, An empirical examination of the effect of TQM practices on hospital service quality: an assessment study in UAE hospitals, Syst. Rev. Pharm 11(9), pp. 347–362 (2020) [Google Scholar]
  19. A. Al-Mhasnah, F. Salleh, A. Afthanorhan, and P.J.M.S.L. Ghazali, The relationship between services quality and customer satisfaction among Jordanian healthcare sector, Management Science Letters 8(12), pp. 1413–1420 (2018) [Google Scholar]
  20. M.A. Daqar, M. Constantinovits, The role of total quality management in enhancing the quality of private healthcare services. Problems and Perspectives in Management 18(2), p. 64 (2020) [Google Scholar]
  21. T.L.H. Nguyen, K. Nagase, Total Quality Management: A Mediating Factor in the Relationship Between Customer Expectations and Satisfaction, International Journal of Management and Marketing Research 13(1), pp. 1–13 (2020) [Google Scholar]
  22. H.P. Daksith, U. Hewage, Total Quality Management & Customer Satisfaction in Public Hospitals in Sri Lanka. In 2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), pp. 1246–1250 (2020) [Google Scholar]
  23. E. Sadeh, Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals, The TQM Journal 29(1), pp. 101–117 (2017) [Google Scholar]
  24. A.A. Jarrad, J.M. Joudeh, I.L. Mukattash, and A.G. Hassouneh, The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers, The TQM Journal (2021) [Google Scholar]
  25. Y. Tsai, S.W. Wu, and Y.H. Tsai, Employee perceptions of service quality based on hospital quality improvement strategy, International Journal of Management, Economics and Social Sciences (IJMESS) 7, pp. 13–25 (2018) [Google Scholar]
  26. M.S. Mahmud, R.P. Lima, M.M. Rahman, and S. Rahman, Does healthcare service quality affect outbound medical tourists’ satisfaction and loyalty? Experience from a developing country. International Journal of Pharmaceutical and Healthcare Marketing 15(3), pp. 429–150 (2021) [Google Scholar]
  27. T. Fatima, S.A. Malik, A. Shabbir, Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems, International Journal of Quality & Reliability Management 35(6), pp. 1195–1214 (2018) [Google Scholar]
  28. E.B. Boadi, W. Wenxin, G. Bentum-Micah, I.K.J. Asare, and L.S. Bosompem, Impact of service quality on customer satisfaction in Ghana hospitals: A PLS-SEM approach. Canadian Journal of Applied Science and Technology 7(3) (2019) [Google Scholar]
  29. S.D. Baidoun, M.Z. Salem, and O.A. Omran, Assessment of TQM implementation level in Palestinian healthcare organizations: The case of Gaza Strip hospitals, The TQM Journal 30(2), pp. 98–115 (2018) [Google Scholar]
  30. A. Asnawi, Z. Awang, A. Afthanorhan, M. Mohamad, and F. Karim, The influence of hospital image and service quality on patients’ satisfaction and loyalty, Management Science Letters 9(6), pp. 911–920 (2019) [Google Scholar]
  31. G. Rejikumar, A.A. Ajitha, and M.S. Nair, Healthcare service quality: a methodology for servicescape re-design using Taguchi approach, The TQM Journal 31(4), pp. 600619 (2019) [Google Scholar]
  32. B.A. Puthanveettil, S. Vijayan, A. Raj, and M.P. Sajan, TQM implementation practices and performance outcome of Indian hospitals: exploratory findings, The TQM Journal (2020) [Google Scholar]
  33. A. Aggarwal, H. Aeran, and M. Rathee, Quality management in healthcare: The pivotal desideratum, Journal of Oral Biology and Craniofacial Research 9(2), pp. 180–182 (2019) [Google Scholar]
  34. R. Rajan, P.R. Kumar, A Literature Review on the Effectiveness of TQM Implementation in Healthcare Sectors (Hospitals & Medical Devices Servicing Industries), Asian Journal of Research in Social Sciences and Humanities 7(8), pp. 311–324 (2017) [Google Scholar]
  35. A. Shabbir, S.A. Malik, S.Y. Janjua, Equating the expected and perceived service quality: A comparison between public and private healthcare service providers, International Journal of Quality & Reliability Management 34(8), pp. 1295–1317 (2017) [Google Scholar]
  36. A. Aburayya, A. Marzouqi, D. Alawadhi, F. Abdouli, and M. Taryam, An empirical investigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality, Management Science Letters 10(10), pp. 2147–2158 (2020) [Google Scholar]
  37. S.A. Javed, F. Ilyas, Service quality and satisfaction in healthcare sector of Pakistan– the patients’ expectations, International journal of health care quality assurance 31(6), pp. 489–501 (2018) [Google Scholar]
  38. M. Alshurideh, An Investigation of the Effect of Lean Six Sigma Practices on Healthcare Service Quality and Patient Satisfaction: Testing the Mediating Role of Service Quality in Dubai Primary Healthcare Sector. Jour of Adv Research in Dynamical & Control Systems 12 (2020) [Google Scholar]

Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.

Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.

Initial download of the metrics may take a while.