Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

Dana Grossu-Leibovica; Henrijs Kalkis; L Vilka; J Vike

doi:10.1051/shsconf/202213102009

Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

Dana Grossu-Leibovica, Henrijs Kalkis, L Vilka (Editor), J Vike (Editor)

Department of International Business and Economics

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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.

Original language	English
Title of host publication	8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE
Editors	L. Vilka, J. Vike
Publisher	EDP Sciences
Number of pages	9
Volume	131
DOIs	https://doi.org/10.1051/shsconf/202213102009
Publication status	Published - 2022
Event	8th International Multidisciplinary Research Conference "Society. Health. Welfare" - online, Riga, Latvia Duration: 24 Mar 2021 → 26 Mar 2021 https://rw2021.rsu.lv/conferences/society-health-welfare#Sections%20&%20Agendas

Publication series

Name	SHS Web of Conferences
ISSN (Print)	2261-2424

Conference

Conference	8th International Multidisciplinary Research Conference "Society. Health. Welfare"
Country/Territory	Latvia
City	Riga
Period	24/03/21 → 26/03/21
Internet address	https://rw2021.rsu.lv/conferences/society-health-welfare#Sections%20&%20Agendas

Field of Science*

3.3 Health sciences

Publication Type*

3.1. Articles or chapters in proceedings/scientific books indexed in Web of Science and/or Scopus database

Access to Document

10.1051/shsconf/202213102009

Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environmentFinal published version, 1.09 MBLicence: CC BY

Cite this

Grossu-Leibovica, D., Kalkis, H., Vilka, L. (Ed.), & Vike, J. (Ed.) (2022). Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review. In L. Vilka, & J. Vike (Eds.), 8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE (Vol. 131). [02009] (SHS Web of Conferences). EDP Sciences. https://doi.org/10.1051/shsconf/202213102009

Grossu-Leibovica, Dana ; Kalkis, Henrijs ; Vilka, L (Editor) et al. / Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment : A qualitative systematic review. 8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE. editor / L. Vilka ; J. Vike. Vol. 131 EDP Sciences, 2022. (SHS Web of Conferences).

@inproceedings{b8d4ca6aae3f4c57a037ea69892259ad,

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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.",

author = "Dana Grossu-Leibovica and Henrijs Kalkis and L Vilka and J Vike",

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note = "8th International Multidisciplinary Research Conference {"}Society. Health. Welfare{"} ; Conference date: 24-03-2021 Through 26-03-2021",

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Grossu-Leibovica, D, Kalkis, H, Vilka, L (ed.) & Vike, J (ed.) 2022, Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review. in L Vilka & J Vike (eds), 8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE. vol. 131, 02009, SHS Web of Conferences, EDP Sciences, 8th International Multidisciplinary Research Conference "Society. Health. Welfare", Riga, Latvia, 24/03/21. https://doi.org/10.1051/shsconf/202213102009

Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment : A qualitative systematic review. / Grossu-Leibovica, Dana; Kalkis, Henrijs; Vilka, L (Editor) et al.

8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE. ed. / L. Vilka; J. Vike. Vol. 131 EDP Sciences, 2022. 02009 (SHS Web of Conferences).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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A2 - Vike, J.

PY - 2022

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ER -

Grossu-Leibovica D, Kalkis H, Vilka L, (ed.), Vike J, (ed.). Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review. In Vilka L, Vike J, editors, 8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE. Vol. 131. EDP Sciences. 2022. 02009. (SHS Web of Conferences). doi: 10.1051/shsconf/202213102009

Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

Abstract

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