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

doi:10.1051/shsconf/202213102009

Cited by 4 publications

(2 citation statements)

References 26 publications

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“…Numerous research contributions have established a positive correlation between service quality and customer satisfaction in the banking sector [8][9][10][11]. Parasuraman, Zeithaml, and Berry's seminal SERVQUAL model (1985) [12] emphasized five dimensions of service quality: Tangibility, Reliability, Responsiveness, Assurance, and Empathy.…”

Section: Related Workmentioning

confidence: 99%

Service Quality and Customer Satisfaction in Rural Public Sector Banks

Prakash,

Singh

2023

J. Comput. Mech. Manag

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In the rapidly evolving banking sector, understanding the relationship between service quality and customer satisfaction, particularly in rural public sector banks, is crucial. This research focuses on selected rural public sector banks in Lucknow District, Uttar Pradesh, India, investigating the dimensions of service quality and their impact on customer satisfaction. The study employs a quantitative research design, utilizing the SERVQUAL model for data collection and statistical analysis. Findings reveal that dimensions such as Tangibility, Reliability, Responsiveness and Empathy significantly influence customer satisfaction, with variations in their effects. The research highlights the importance of enhancing specific service quality factors to improve overall customer satisfaction and provides valuable insights for the rural banking sector. The study's outcomes shall guide targeted efforts in policy formulation, thereby contributing to the sustainable development of rural communities through enhanced public sector banking services.

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Section: Related Workmentioning

confidence: 99%

Service Quality and Customer Satisfaction in Rural Public Sector Banks

Prakash,

Singh

2023

J. Comput. Mech. Manag

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“…The “Medical Quality Management Measures“ [ 1 ] and “Accreditation Standards for Tertiary Hospitals (2020 Edition)” [ 2 ] both emphasize the importance of using quality management tools in medical institutions to carry out effective quality management [ 3 ]. However, there is a notable gap in translating theoretical training into effective, practical application in clinical settings [ 4 ].…”

Section: Introductionmentioning

confidence: 99%

Continue nursing education: an action research study on the implementation of a nursing training program using the Holton Learning Transfer System Inventory

Shen,

Feng

2024

BMC Med Educ

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Objective To address the gap in effective nursing training for quality management, this study aims to implement and assess a nursing training program based on the Holton Learning Transfer System Inventory, utilizing action research to enhance the practicality and effectiveness of training outcomes. Methods The study involved the formation of a dedicated training team, with program development informed by an extensive situation analysis and literature review. Key focus areas included motivation to transfer, learning environment, and transfer design. The program was implemented in a structured four-step process: plan, action, observation, reflection. Results Over a 11-month period, 22 nurses completed 14 h of theoretical training and 18 h of practical training with a 100% attendance rate and 97.75% satisfaction rate. The nursing team successfully led and completed 22 quality improvement projects, attaining a practical level of application. Quality management implementation difficulties, literature review, current situation analysis, cause analysis, formulation of plans, implementation plans, and report writing showed significant improvement and statistical significance after training. Conclusion The study confirms the efficacy of action research guided by Holton’s model in significantly enhancing the capabilities of nursing staff in executing quality improvement projects, thereby improving the overall quality of nursing training. Future research should focus on refining the training program through long-term observation, developing a multidimensional evaluation index system, exploring training experiences qualitatively, and investigating the personality characteristics of nurses to enhance training transfer effects.

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Qualitative Analysis of Household Energy Awareness in Poland

Rosak-Szyrocka

Żywiołek

2022

Energies

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Because of disruptive changes in energy businesses and services, as well as changes in people’s lifestyles around the world, energy demand and consumption have risen quickly in recent decades. A household energy awareness literature review was conducted. The survey was conducted in Poland with over 1097 respondents. Additionally, it was given a qualitative analysis. At the same time, in order to consider why energy consumption in households is increasing, a traditional quality management tool was used—the Ishikawa diagram. The Pareto–Lorenz diagram was used to analyze the causes of the increase in energy consumption in households. A model of the causes of increasing energy consumption in households has been built. The researchers calculated the chi-square test, which allows them to determine Pearson’s C coefficient. The C-Pearson coefficient can be calculated using the Chi square value. The results of the study clearly show that the respondents have knowledge of energy and the factors that influence the increase in its consumption but are not aware of why energy should be saved and what it means for the environment. The authors propose ways to build the awareness of household users through a modern quality management tool called the interrelationship diagram.

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

Cited by 4 publications

References 26 publications

Service Quality and Customer Satisfaction in Rural Public Sector Banks

Service Quality and Customer Satisfaction in Rural Public Sector Banks

Continue nursing education: an action research study on the implementation of a nursing training program using the Holton Learning Transfer System Inventory

Qualitative Analysis of Household Energy Awareness in Poland

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