Implementation of the Total Quality Management in Health Services Sector and Its impact on customer satisfaction

Abstract

The aim of this study to investigate Implementation of the Total Quality Management in Health Services Sector and Its impact on customer satisfaction were the study done at Royal Care International Hospital & Omdurman Maternity Hospital at Khartoum state in period from Nov 2018 up to August 2021 from the customers’ and employees perspective. This study based on theoretical background of methodology using a hypothesis testing approach concludes direct interviews for all customers and employees using Questionnaires. Were the total number of samples was 383 customers and 547 employees in both hospitals. Based on analysis of the results of customer and employee opinions according to the service quality dimensions the concept of total quality management & services quality began to deepen and spread in the community and the people they are aware about the dimensions of services quality that must be provided in health care. And the application of the total quality management programs and paying attention to the dimension of quality in healthcare has a good impact on customer satisfaction in health services sector. While The Royal Care International Hospital & Omdurman Maternity Hospital not committed to the quality of health care service. Furthermore The Royal Care International Hospital & Omdurman Maternity Hospital the customers and employees weren’t satisfied about the hospital services provided and overall quality concepts of the hospital have provided respectively. Regarding the different dimensions of service quality, the tangibility shows that RCIH give us 34.2% while OMH 23.8%, for reliability in RCIH 20.7% and in OMH was 23.8%. For responsiveness, assurance and empathy for RCIH and OMH was 9% and 4.4%, 9% and 16.1% and 6.3% and 11% respectively. V Also have been providing many of the recommendations that help for more improvement, including, for example We must work to increase the commitment of the top management in the hospitals to the role of quality and the application of its concepts in raising the quality of the services provided With the need to focus on employee satisfaction, train them continuously, and strive to motivate them. And don’t forget it is imperative that efforts be focused on establishing a foundation that can check and accredit quality in the health care system in Sudan