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)

    Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

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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.
    Original languageEnglish
    Title of host publication8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE
    EditorsL. Vilka, J. Vike
    PublisherEDP Sciences
    Number of pages9
    Volume131
    DOIs
    Publication statusPublished - 2022
    Event8th International Multidisciplinary Research Conference "Society. Health. Welfare" - online, Riga, Latvia
    Duration: 24 Mar 202126 Mar 2021
    https://rw2021.rsu.lv/conferences/society-health-welfare#Sections%20&%20Agendas

    Publication series

    NameSHS Web of Conferences
    ISSN (Print)2261-2424

    Conference

    Conference8th International Multidisciplinary Research Conference "Society. Health. Welfare"
    Country/TerritoryLatvia
    CityRiga
    Period24/03/2126/03/21
    Internet address

    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

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