在医疗环境中提高服务质量和客户满意度的全面质量管理工具和技术:定性的系统回顾

Management Science Letters Pub Date : 2023-01-01 DOI:10.5267/j.msl.2022.12.003

Dana Grossu-Leibovica, H. Kalkis

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引用次数: 2

摘要

本研究旨在透过系统的质性回顾，分析全面品质管理工具对改善医疗机构服务品质及客户满意度的作用。数据通过科学网络(WOS)、Scopus、EBSCO、PubMed和Medline收集。最初，我们从所有来源找到了573篇文章，但在排除了不相关的文章后，只确定了24篇可用的文章。此外，有12篇文章纯粹与TQM、服务质量和客户满意度相关。本研究得出结论，TQM实践和工具提高了医疗保健组织的服务质量和客户满意度。本研究提供了优秀的管理和实践见解。管理者应实施全面质量管理工具，以提高服务质量和客户满意度。通过这种方式，可以提高客户满意度，提高患者满意度，从而提高运营和整体绩效。本研究亦显示需要进一步研究以厘清TQM工具对服务品质及病人满意度的作用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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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

This study aims to analyse the 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.

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来源期刊

Management Science Letters

自引率

0.00%

发文量

审稿时长

20 weeks

期刊介绍： Management Science Letters is a peer reviewed, monthly publication dedicated to create a forum for scientists in all over the world who wish to share their experiences and knowledge in the field of management skills in the form of original, high quality and value added articles. The journal''s policy is to perform a peer review on all submitted articles and the papers will be appeared in a form of online on our website as soon as the review result becomes positive. The journal covers both empirical and theoretical aspects of management and gives the chance on sharing knowledge among practitioners. Management Science Letters is dedicated for publishing in the following areas: • Quality Management • Production Management (Scheduling, Production management, etc.) • Total Quality Management (TQM) • Six Sigma • Production Efficiency • Just in Time Inventory • Data Envelopment Analysis • Balanced Score Card • Activity Based Cost (ABC) • Technology Acceptance Model • Marketing planning and Customer Relationship Management • Critical Success Factors • e-learning • Customer satisfaction, Job satisfaction, Job turnover, • Organizational commitment, Employee Commitment • Knowledge Management • Knowledge sharing • Human Resources Management (Employee training, Employee Performance, Work achievements,) • Small and medium-sized enterprises (SMEs) issues and Economic development • Innovation, Creativity, Productivity and Performance • Multi-Criteria Decision Making Applications in Management Science (AHP, BWM, TOPSIS, …) • Education Management, Social development, Public Policy • Tourism Industry, Tourism promotion, Tourism directorates • Business performance and financial performance