A structural model of total quality management, kaizen, operational performance on service quality and patient satisfaction

Abstract

A structural model of total quality management, kaizen, operational performance on service quality and patient satisfaction. ABSTRACTTests are the strength effect of total quality management (TQM), Kaizen and operational performance on service quality and patient satisfaction. The other part we will test is the service quality as a mediation role to explain the effect of total quality management (TQM), Kaizen and operational performance on patient satisfaction. This research was conducted in the city of Makassar with the entire population is a patient. By using the formula Slovin, found a sample of 398 respondents. Inferential statistical analysis was used to test the hypothesis of the research is Structural Equation Modeling (SEM). The results of this study indicate that TQM, Kaizen and operational performance have been shown to contribute significantly positively on service quality and patient satisfaction. The role of service quality is proven to be a mediating variable in analyzing TQM, Kaizen and operational performance effect on patient satisfaction.

A conceptual framework of total quality management on innovation performance in the banking sector

“…Next, we provide banking sector literature on the impact of total quality management on innovation performance, intervened by innovative behaviour. We also offer banking sector literature on the conditional roles of external factors on the total quality managementinnovative behaviour nexus, since available literature precludes information on the banking sector, concentrating on others sectors like education (Kingi and Mwangangi, 2017;Koomson, 2022;Sweis et al, 2020), healthcare (Abadi et al, 2018;Abdallah and Mohamed, 2018;Alomari et al, 2020;Baidoun et al, 2018;Khalil and Muneenam, 2021;Mosadeghrad and Afshari, 2020;Zaid et al, 2020), agro-based (Akanmu et al, 2020), automotive (Petcharit et al, 2020), air conditioning (Mitreva et al, 2020), manufacturing (Lizarelli et al, 2023;Phan et al, 2019;Sila, 2018;Udofia et al, 2021), shipping (Thai and Jie, 2018), research & development (Gupta et al, 2017) and hospitality (Wang et al, 2012).…”

“…Abdallah and Mohamed (2018) indicated a substantial favourable connection between total quality management mindfulness and satisfaction of patients using data from caregivers in Egypt. Abadi et al (2018) also discovered that total quality management favourably contributed to the satisfaction of 398 patients in Indonesia. Thai and Jie (2018) suggested that total quality management encouraged organisational performance of container shipping companies in Singapore.…”

“…In addition, literature addressing the mechanism through which a quality management strategy passes to boost innovative performance in firms have gone unnoticed. Existing studies have concentrated on the effect total quality management on variables like patient satisfaction (Abadi et al, 2018;Abdallah and Mohamed, 2018;Zaid et al, 2020), student retention (Koomson, 2022), sustainable performance (Akanmu et al, 2020), procurement performance (Kingi and Mwangangi, 2017), organisational performance (Kura et al, 2020;Sawaean and Ali, 2020;Sweis et al, 2019;Thai and Jie, 2018), corporate social performance, financial and market performance (Sila, 2018), productivity (Mosadeghrad and Afshari, 2020), competitive advantage (Ali, 2020;Othman et al, 2020), knowledge creation (Barua, 2021), academic performance (Sweis et al, 2020), business value excellence (Alomari et al, 2020), market orientation and service quality (Samat et al, 2006), flexible performance (Phan et al, 2019), integrated performance (Udofia et al, 2021) and operational performance (Kumar and Mishra, 2020), overlooking innovative behaviour and innovation performance. Hence, in this conceptual piece, we address the effect of total quality management on innovation performance in the banking sector.…”

“…Acknowledging that total quality management literature exists, this available literature precludes information on the banking sector. Existing studies have focused on other sectors like education sector (Kingi and Mwangangi, 2017;Koomson, 2022;Sweis et al, 2020), healthcare sector (Abadi et al, 2018;Abdallah and Mohamed, 2018;Alomari et al, 2020;Baidoun et al, 2018;Khalil and Muneenam, 2021;Mosadeghrad and Afshari, 2020;Zaid et al, 2020), agro-based sector (Akanmu et al, 2020), automotive sector (Petcharit et al, 2020), air conditioning sector (Mitreva et al, 2020), manufacturing sector (Lizarelli et al, 2023;Phan et al, 2019;Sila, 2018;Udofia et al, 2021), shipping sector (Thai and Jie, 2018), research & development sector (Gupta et al, 2017) and hospitality sector (Wang et al, 2012), disregarding the banking sector.…”

“…In addition, literature addressing the mechanism through which a quality management strategy passes to boost innovative performance in firms have gone unnoticed. Existing studies have concentrated on the effect total quality management on variables like patient satisfaction (Abadi et al. , 2018; Abdallah and Mohamed, 2018; Zaid et al.…”