TOTAL QUALITY MANAGEMENT PRACTICES AND SERVICE DELIVERY OF PUBLIC HOSPITALS AND PRIMARY HEALTH CARE FACILITIES IN MOMBASA COUNTY, KENYA
Keywords:
Total quality management practices, employee involvement, service delivery client focus and continuous improvementAbstract
Purpose: The main purpose of this study was to find out the major influence of Total Quality Management on the Service Delivery of Public Hospitals and Primary Health Facilities in Kenya, a case of Mombasa County.
Methods: The Study used descriptive research design and a population of 55 respondents was considered. A census of the 55 respondents was done because the sample size was small. The study used structured and unstructured questionnaires with closed and open-ended questions for data collection. Analysis of the Quantitative data collected was done using SPSS (Version 22) and presented through percentages, means, standard deviations and frequencies. A multiple regression analysis was conducted to estimate the model for the study. The Data was then presented in graphs, frequencies, charts and tables.
Results: From the findings it was found that employee involvement positively and significantly affected service delivery, technology adoption had a positive and significant effect on service delivery, continuous improvement had a positive and significant relationship with service delivery and clients focus and service delivery was positively and significantly related.
Unique contribution to theory, practice and policy: The study recommended Public hospital management to adopting employee involvement culture by encouraging them to develop their career, involving them in all decision making as well as motivating them through rewards and performance appraisal.
Downloads
References
Awuor, E. O., & Kinuthia, D. M. (2013). Total Quality Management Practices in Selected Private Hospitals in Nairobi, Kenya
Berland, G. K., Elliott, M. N., Morales, L. S., Algazy, J. I., Kravitz, R. L., Broder, M. S., ... & Watkins, K. E. (2011). Health information on the Internet: accessibility, quality, and readability in English and Spanish. Jama, 285(20), 2612-2621.
Besterfield-Sacre, M., Ozaltin, N. O., Robinson, A., Shuman, L., Shartrand, A., & Weilerstein, P. (2013). Factors related to entrepreneurial knowledge in the engineering curriculum. The Journal of Engineering Entrepreneurship, 4(1), 31-38.
Bilich, F., & Neto, A. A. (2000). Total quality management: quality macrofunction model for banks. Total Quality Management, 11(1), 5-15.
Chandrasekhar, C. P., & Ghosh, J. (2001). Information and communication technologies and health in low income countries: the potential and the constraints. Bulletin of the world Health Organization, 79(9), 850-855.
Country Profile (2013). Republic of Kenya, African Union
Das, A., Paul, H., & Swierczek, F. W. (2008). Developing and validating total quality management (TQM) constructs in the context of Thailand's manufacturing industry. Benchmarking: An International Journal, 15(1), 52-72.
Kenya Demographic and Health Survey (KDHS) 2009. Calverton, Maryland: NCPD, Kenya.
Kenya Health Sector Strategic and Investment Plan (2014). Transforming Health: Accelerating Attainment of Universal Health Coverage
Khadka, K., & Maharjan, S. (2017). Customer Satisfaction and Customer Loyalty: Case Trivsel Städtjänster (Trivsel siivouspalvelut).
Maxwell, J. C. (2011). The prescription drug epidemic in the United States: a perfect storm. Drug and alcohol review, 30(3), 264-270.
Okwany, R. (2013). Shortage of health workers cripples Coast hospital services. Daily Nation, 07-08.
Omondi, K. B. (2016). Factors influencing service delivery in public hospitals: a case of Nairobi County, Kenya.
Otieno, K. O. (2014) Factors Influencing The Implementation Of Free Maternal Healthcare Services In Kenya: A Case Of Public Hospitals In Nairobi County.
Peters, J. (1994). Operationalizing total quality: a business process approach. The TQM Magazine, 6(4), 29-33.
Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D., & Naidoo, P. (2010). Service quality in the public service.
Rudowski, R. (2009). Impact of Information and Communication Technologies (ICT) on health care. Department of Medical Informatics and Telemedicine, Medical University of Warsaw: Poland.
Sarkissian, A. (2008). Intellectual property rights for developing countries: Lessons from Iran. Technovation, 28(11), 786-798.
Sethi, J. A. (2017). Service Marketing: An Overview. In Strategic Marketing Management and Tactics in the Service Industry (pp. 1-14). IGI Global.
Stephenson, R., & Tsui, A. O. (2002). Contextual influences on reproductive health service use in Uttar Pradesh, India. Studies in family planning, 33(4), 309-320.
Van Zyl, L. E., Deacon, E., & Rothmann, S. (2010). Towards happiness: Experiences of work-role fit meaningfulness and work engagement of industrial/organizational psychologists in South Africa. SA Journal of Industrial Psychology, 36(1), 1-10.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. (2006). D. (2006). Services marketing: Integrating customer focus across the firm.
Downloads
Published
How to Cite
Issue
Section
License
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work’s authorship and initial publication in this journal.
