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What enhances service delivery in public hospitals in Kenya? The role of total quality management practices

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  • Rebecca Wangare Wandie

    (School of business, Kenyatta University. Nairobi, Kenya.)

  • Stephen Makau Muathe

    (School of business, Kenyatta University. Nairobi, Kenya.)

Abstract

The public health sector is affected by various challenges, such as operational inefficiencies and poor service delivery. These challenges affect public hospitals' delivery of quality services that meet client expectations. As a result of these issues, public hospitals have adopted the total quality management approach to deal with these challenges. The general objective of this research was to determine the effect of total quality management application on the quality-of-service delivery across public hospitals in Kenya. The study was anchored on a resource-based view, dynamic capabilities, and system approach theories. The research applied a descriptive approach to the target population of 1718 respondents. The sampling approach for the study was a stratified random technique that selected a sample of 250 participants. The findings indicated that employee involvement, technology adoption, continual advancement, and client focus affect service delivery across various public hospitals in Kenya. The research concluded that applying total quality management practices is essential and influences service delivery across various public hospitals. Therefore, the national and county governments are supposed to ensure management’s commitment to the implementation of TQM practices across the county’s healthcare facilities. Key Words:Total Quality Management, Employees’ participation, Adoption of Technology, Continuous Improvement, Client Focus, Service delivery, dynamic capability, Kenya

Suggested Citation

  • Rebecca Wangare Wandie & Stephen Makau Muathe, 2022. "What enhances service delivery in public hospitals in Kenya? The role of total quality management practices," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(7), pages 01-08, October.
    • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:7:p:01-08
    DOI: 10.20525/ijrbs.v11i7.2046
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    References listed on IDEAS

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    1. Sanjay Basu & Jason Andrews & Sandeep Kishore & Rajesh Panjabi & David Stuckler, 2012. "Comparative Performance of Private and Public Healthcare Systems in Low- and Middle-Income Countries: A Systematic Review," PLOS Medicine, Public Library of Science, vol. 9(6), pages 1-14, June.
    2. Khairul Anuar Mohd Ali & Main Naser Alolayyan, 2013. "The impact of total quality management (TQM) on the hospital's performance: an empirical research," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 15(4), pages 482-506.
    3. Prabha Ramseook-Munhurrun & Vedmani Munhurrun & Arkrasunsingh Panchoo, 2011. "Total Quality Management Adoption In A Public Hospital: Evidence From Mauritius," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 5(3), pages 67-77.
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