IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v8y2019i5p143-155.html
   My bibliography  Save this article

Influence of continuous quality improvement on patients’ satisfaction within hospitals in Nairobi, Kenya

Author

Listed:
  • Pamleila Nkirote Ntwiga

    (Chandaria School of Business, United States International University, P.O. Box 14634 -00800, Nairobi, Kenya)

  • Maina Muchara

    (Chandaria School of Business, United States International University, P.O. Box 14634 -00800, Nairobi, Kenya)

  • Peter Kiriri

    (Chandaria School of Business, United States International University, P.O. Box 14634 -00800, Nairobi, Kenya)

Abstract

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. Key Words:Quality, Continuous Quality, Total Quality Management, Patient Satisfaction

Suggested Citation

  • Pamleila Nkirote Ntwiga & Maina Muchara & Peter Kiriri, 2019. "Influence of continuous quality improvement on patients’ satisfaction within hospitals in Nairobi, Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 8(5), pages 143-155, September.
    • Handle: RePEc:rbs:ijbrss:v:8:y:2019:i:5:p:143-155
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/473/432
    Download Restriction: no
    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/473
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. David I. Levine & Michael W. Toffel, 2010. "Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers," Management Science, INFORMS, vol. 56(6), pages 978-996, June.
    2. Wen-Yi Sit & Keng-Boon Ooi & Siew-Phaik Loke & Garry Tan Wei Han, 2011. "TQM and service quality: a survey of commercial banking industry in Malaysia," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 3(1), pages 78-91.
    3. Hsiu-Lan Wu & Chang-Yung Liu & Wen-Hsin Hsu, 2008. "An integrative model of customers' perceptions of health care services in Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1307-1319, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ion IVAN & Cristian CIUREA & Mihai DOINEA & Arthur AVRAMIEA, 2012. "Collaborative Management of Risks and Complexity in Banking Systems," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 16(2), pages 128-141.
    2. Maria R. Ibanez & Michael W. Toffel, 2020. "How Scheduling Can Bias Quality Assessment: Evidence from Food-Safety Inspections," Management Science, INFORMS, vol. 66(6), pages 2396-2416, June.
    3. Susan A. Kayser & John W. Maxwell & Michael W. Toffel, 2014. "Supply chain screening without certification: The critical role of stakeholder pressure," Working Papers 2014-08, Indiana University, Kelley School of Business, Department of Business Economics and Public Policy.
    4. Dodds, Sarah & Bulmer, Sandy & Murphy, Andrew, 2014. "Consumer value in complementary and alternative medicine (CAM) health care services," Australasian marketing journal, Elsevier, vol. 22(3), pages 218-229.
    5. Joseph Lanfranchi & Sanja Pekovic, 2012. "How Green is my Firm? Workers' Attitudes towards Job, Job Involvement and Effort in Environmentally-Related Firms," Working Papers halshs-00976341, HAL.
    6. Victor Manuel Bennett, 2013. "Organization and Bargaining: Sales Process Choice at Auto Dealerships," Management Science, INFORMS, vol. 59(9), pages 2003-2018, September.
    7. Su, Hung-Chung & Kao, Ta-Wei (Daniel) & Linderman, Kevin, 2020. "Where in the supply chain network does ISO 9001 improve firm productivity?," European Journal of Operational Research, Elsevier, vol. 283(2), pages 530-540.
    8. Suvrat Dhanorkar & Enno Siemsen, 2021. "How Nudges Lead to Improved Energy Efficiency in Manufacturing: Evidence from Archival Data and a Field Study," Production and Operations Management, Production and Operations Management Society, vol. 30(10), pages 3735-3757, October.
    9. Hyun Seok (Huck) Lee & Saravanan Kesavan & Camelia Kuhnen, 2022. "When do group incentives for retail store managers work?," Production and Operations Management, Production and Operations Management Society, vol. 31(8), pages 3077-3095, August.
    10. Ullah, Barkat & Wei, Zuobao & Zhu, Yicheng, 2023. "Can a signal mitigate a dilemma? Quality management standards, corruption, and business ethics," International Review of Economics & Finance, Elsevier, vol. 86(C), pages 701-716.
    11. Konrad Niziolek & Katarzyna Boczkowska, 2021. "Standardized Management Systems in the Context of Active Employee Participation in Occupational Health and Safety," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 73-88.
    12. Jie Wu & Zefu Wu, 2019. "ISO certification and new product success in an emerging market," Asian Business & Management, Palgrave Macmillan, vol. 18(1), pages 51-71, February.
    13. Elisa Calza & Micheline Goedhuys & Neda Trifković, 2019. "Drivers of productivity in Vietnamese SMEs: the role of management standards and innovation," Economics of Innovation and New Technology, Taylor & Francis Journals, vol. 28(1), pages 23-44, January.
    14. Jajja, Muhammad Shakeel Sadiq & Asif, Muhammad & Montabon, Frank & Chatha, Kamran Ali, 2020. "The indirect effect of social responsibility standards on organizational performance in apparel supply chains: A developing country perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 139(C).
    15. Lamar Pierce & Michael W. Toffel, 2013. "The Role of Organizational Scope and Governance in Strengthening Private Monitoring," Organization Science, INFORMS, vol. 24(5), pages 1558-1584, October.
    16. Suvrat S. Dhanorkar & Enno Siemsen & Kevin W. Linderman, 2018. "Promoting Change from the Outside: Directing Managerial Attention in the Implementation of Environmental Improvements," Management Science, INFORMS, vol. 64(6), pages 2535-2556, June.
    17. Hoang, Phi Cong & McGuire, William & Prakash, Aseem, 2018. "Reducing Toxic Chemical Pollution in Response to Multiple Information Signals: The 33/50 Voluntary Program and Toxicity Disclosures," Ecological Economics, Elsevier, vol. 146(C), pages 193-202.
    18. Gallego, Juan Miguel & Gutiérrez, Luis H., 2017. "Quality Management System and Firm Performance in an Emerging Economy: The Case of Colombian Manufacturing Industries," IDB Publications (Working Papers) 8260, Inter-American Development Bank.
    19. Yanhua Bird & Jodi L. Short & Michael W. Toffel, 2019. "Coupling Labor Codes of Conduct and Supplier Labor Practices: The Role of Internal Structural Conditions," Organization Science, INFORMS, vol. 30(4), pages 847-867, July.
    20. Paglia, John K. & Harjoto, Maretno A., 2014. "The effects of private equity and venture capital on sales and employment growth in small and medium-sized businesses," Journal of Banking & Finance, Elsevier, vol. 47(C), pages 177-197.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:8:y:2019:i:5:p:143-155. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.