Influence of continuous quality improvement on patients’ satisfaction within hospitals in Nairobi, Kenya
The study examined the influence of implementation of continuous quality improvement (CQI) on patient satisfaction in hospitals within Nairobi. Literature from developed countries indicates that the application of continuous quality improvement has a significant influence on customer satisfaction. However, there is limited literature originating from developing countries. This study aimed at understanding the influence of continuous quality improvements such as Innovativeness, Quality Indicators, Information sharing and Risk management on customer (patient) satisfaction. To reinforce the study, theoretical and empirical review on the CQI and customer (patient) satisfaction was conducted from current and classical literature adopting the total quality management theory of profound knowledge, and the expectation confirmation theory. The mixed research design was used to target employees and patients of hospitals within Nairobi, from whom data was collected through a self-administered questionnaire. Simple random sampling was used to select hospital employees while stratified random sampling was used to select the patients. The questions were placed on a five-point Likert scale. The results of this study showed that innovativeness, information sharing, and risk management significantly influenced patients’ satisfaction, while quality indicators had no significant influence on patients’ satisfaction. This study, therefore, concluded that continuous quality improvement positively and significantly predicted patients’ satisfaction within the hospitals in Nairobi. The study findings guided the researcher to recommend among other things, leaders in the healthcare industry to draw customer satisfaction through the CQI application. Achieved through feedback from the patients and utilizing such information to improve the patient experiences. The researcher proposes that future studies be carried to cut across other industries that were not captured.
Awuor. O. E., & Kinuthia, D. M. (2013). Total Quality Practices in selected Private Hospitals in Nairobi. European Journal of Business and Management, Vol. 5, No. 13.
Babbie, E. R. (2011). Introduction to social research. Wadsworth Cengage learning.
Barake, M. K. (2015). Influences of Total Quality Management Principles on Quality Health Care Provisions in private Facilities: A case study of Avenue Hospital, Kisumu, Kenya. Retrieved from: erepository.uonbi.ac.ke/handle/11295/92872
Boiral, O. & Amara, N. (2009). Paradoxes of ISO 9000 performance: a configurational approach.Quality Management Journal, Vol. 16 No. 3, pp. 37‐60.
Calvo-Mora, A., Picon, A., Ruiz, C. & Cauzo, L. (2014). The relationships between soft-hard TQM factors and key business results. International Journal of Operations & Production Management, Vol. 34 No. 1, pp. 115-143.
Certo, S. C., & Certo, S. T. (2006). Modern management. Pearson/Prentice Hall.
Dagger, T. S. & Sweeny, J. S. (2007). Service quality attributes weights: how do short-term and long-term customers construct service quality perceptions? Journal of Service Research, Vol. 10 No. 1, pp. 22-44.
De Jong, J. P., & Den Hartog, D. N. (2007). How leaders influence employees' innovative behaviour. European Journal of innovation management, 10(1), 41-64.
Deming, W. E. (1986). Out of the crisis. Cambridge, Mass: Massachusetts Institute of Technology, Center for Advanced Engineering Study
Donio, J., Massari, P. & Passiante Dabho, G. (2006). Customer satisfaction and loyalty in a digital environment: an empirical test. Journal of Consumer Marketing, Vol. 23 No. 7, pp. 445-457.
Donna, S. (2009). Quality (5th Ed.). Pearson Education, Inc.
Duggirala, M., Rajendran, C. & Anantharaman, R.N. (2008a). Patient-perceived dimensions of total quality service in health care. Benchmarking: An International Journal, Vol. 15 No. 5, pp. 560-583.
Elleuch, A. (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, Vol. 21 No. 7, pp. 692-705.
Evans, J. R., & Lindsay, W. M. (2013). Managing for quality and performance excellence. Cengage Learning.
Evans, R, J. (2014). Quality Management, Organization, and Strategy. (6th Ed.). International edition: South Western.
Fotopoulos, C., Psomas, E. & Vouzas, F. (2010). Investigating total quality management practice’s inter-relationships in ISO 9001:2000 certified organizations. Total Quality Management & Business Excellence, Vol. 21 No. 5, pp. 503-515.
Gerst, R. M. (2013). Deming's systems thinking and quality of healthcare services: a case study. Leadership in Health Services, Vol. 26 Issue: 3, pp.204-219
Institute of Medicine (2000). To Err is Human: Building a Safer Health System. (1st Ed.). National Academy Press, Washington, DC.
Kristianto, Y., Ajmal, M. M. & Sandhu, M. (2012). Adopting TQM approach to achieve customer satisfaction. A flour milling company case study. The TQM Journal, Vol. 24 No. 1, pp. 29-46.
Kumar, V., Choisne, F. and Grosbois, D. (2009). Impact of TQM on company’s performance. International Journal of Operations & Production Management, Vol. 26 No. 1, pp. 23-37.
Levine, D. I. & Toffel, M. W. (2010). Quality management and job quality: how the ISO 9001 standard for quality management systems affects employees and employers. Journal of Management Science, Vol. 56 No. 2, pp. 978-996.
Maddern, H., Maull, R., Smart, A. & Baker, P. (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management, Vol. 27 No. 9, pp. 998-1019.
Mosadeghrad. A. M. (2015). Developing and validating a total quality management model for healthcare organizations. The TQM Journal, Vol. 27 Issue: 5, pp.544-564.
Mugenda, O. M., & Mugenda, A. G. (2012). Research methods dictionary. Nairobi: Applied research and training services.
Ngware, M, W., Wamukuru, D, K. &, Odebero, S, O. (2006). Total quality management in secondary schools in Kenya: extent of practice. Quality Assurance in Education, Vol. 14 Issue: 4, pp.339-36
O’Connor, E. J. (2010). Keys for successful implementation of total quality management in hospitals. Health Care Management Review, Vol. 35 No. 4, pp. 283-293.
Oakland, J. S. (2014). Total quality management and operational excellence: text with cases. Routledge.
Ochieng, O., Muturi, D., Njihia, N. S. (2015). The impact of ISO 9001 implementation on organizational performance in Kenya. The TQM Journal, Vol. 27 Issue: 6, pp.761-771.
Orsini, J. N. (2013). The essential Deming: leadership principles from the father of quality. McGraw Hill Professional.
Penchansky, R., & Thomas, J. (2008). The Concept of Access: Definition and Relationship to Consumer Satisfaction. Medical Care,19(2), 127-140. Retrieved from http://www.jstor.org/stable/3764310
Pocha, C. (2010). Lean Six Sigma in health care and the challenge of implementation of Six Sigma methodologies at a Veterans Affairs Medical Center. Quality Management in
Rad, N. F., Som, A. P. & Zainuddin, Y. (2010). Service quality and patients’ satisfaction in medical tourism. World Applied Sciences Journal, Vol. 10 No. 1, pp. 24-30.
Sadikoglu, E., & Olcay, H. (2014). The effects of total quality management practices on performance and the reasons of and the barriers to TQM practices in Turkey. Advances in Decision Sciences, 2014.
Sara Melo, (2016). The impact of accreditation on healthcare quality improvement: a qualitative case study. Journal of Health Organization and Management, Vol. 30 Issue: 8, pp.1242-1258.
Singh, P. J., Power, D. & Chuong, S.C. (2011). A resource dependence theory perspective of ISO 9000 in managing organizational environment. Journal of Operations Management, Vol. 29 Nos 1-2, pp. 49-64.
Sit, W., Ooi, K., Loke, S. & Han, G. T. W. (2011). TQM and service quality: a survey of commercial banking industry in Malaysia. International Journal of Services, Economics and Management, Vol. 3 No. 1, pp. 78-91.
Su, Q., Li, Z., Zhang, S.X., Liu, Y. Y. & Dang, J. X. (2008). The impacts of quality management practices on business performance. An empirical investigation from China. International Journal of Quality and Reliability Management, Vol. 25 No. 8, pp. 809-823.
Sureshchandar, G. S., Rajendran, C. & Anantharaman, R. N (2002). The relationship between service quality and customer satisfaction – a factor specific approach. Journal of Services Marketing, Vol. 16 Issue: 4, pp.363-379.
Talib, F., Rahman, Z. & Qureshi, M. N. (2013). An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International Journal of Quality & Reliability Management, Vol. 30 No. 3, pp. 280-318.
Van Urden, C. J., Ament, A. J., et al. (2014). Patient satisfaction with an out-of-hours primary care in the Netherlands. BMC Health Services. 2005 Jan 5.
Wamuyu, M. G. (2015). Total Quality Management in Kenya’s Healthcare Industry. (Thesis for Master’s Degree University of Nairobi).
Wu, H. L., Liu, C. H. & Hsu, W. H. (2008). An integrative model of customers’ perceptions of health care services in Taiwan. The Service Industries Journal, Vol. 28 No. 9, pp. 1307-1319.
Zairi, M. (2013). The TQM legacy – gurus’ contributions and theoretical impact. The TQM Journal, Vol. 25 No. 6, pp. 659-676.
Zeithaml, V. A., Bitner, M. J.and Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus across the Firm. (5th Ed.). New York: McGraw-Hill.
Copyright (c) 2019 International Journal of Research in Business and Social Science (2147- 4478)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors contributing to IJRBS agree to publish their articles under the Creative Commons Attribution- 4.0 NC license, allowing third parties to share their work (copy, distribute, transmit) and to adapt it, under the condition that the authors are given credit, that the work is not used for commercial purposes, and that in the event of reuse or distribution, the terms of this license are made clear. Authors retain copyright of their work, with first publication rights granted to IJRBS. However, authors are required to transfer copyrights associated with commercial use to the Publisher. The authors agree to the terms of this Copyright Notice, which will apply to this submission if and when it is published by this journal
Submission of an article implies that the work described has not been published previously( exceptin the form of an abstract or as part of a published lecture or academic thesis), that it is not under consideration for publication elsewhere, that its publication is approved by all authors and tacitly or explicitly by the responsible authorities where the work was carried out, and that, if accepted, it will not be published elsewhere in the same form, in English or in any other languages, without the written consent of the Publisher. The Editors reserve the right to edit or otherwise alter all contributions, but authors will receive proofs for approval before publication