IDEAS home Printed from https://ideas.repec.org/a/spr/futbus/v11y2025i1d10.1186_s43093-025-00543-5.html
   My bibliography  Save this article

Impact of total quality management on patient revisit intention: the case of public hospitals in Addis Ababa, Ethiopia

Author

Listed:
  • Dagnu Haile Tessema

    (Cyprus International University, North Cyprus)

  • Figen Yesilada

    (Cyprus International University, North Cyprus)

Abstract

Purpose The main goal of this study is to examine the impact of total quality management on patient revisit intention both directly and indirectly through patient satisfaction and perceived service quality utilizing the stimuli–organism–reactions paradigm. Moreover, this study investigates the moderating role of patient TR the relationship between patient satisfaction, revisit intention, and perceived service quality and revisit intention. Methods Convenience sampling was utilized for data collection (N = 289). Data were collected from outpatients who visited specific public hospitals in Addis Ababa, Ethiopia, using structured questionnaires. We analyzed the collected data using Smart-PLS4. Findings The finding reveals that total quality management has a significant impact on revisit intention directly and through the mediating role of patient satisfaction and perceived service quality. Moreover, trust has a moderating role in the relationship between patient satisfaction and revisit intention. However, trust lacks a moderating role in the association between perceived service quality and revisit intention. Practical/theoretical implication This study holds significant managerial ramifications for hospital managers who may wish to consider and include the findings discussed in this paper when formulating strategic plans, policies, and decision-making. Furthermore, the findings of this research add knowledge to the body of literature regarding the relationship between total quality management and revisit intention. Originality This research establishes a theoretical foundation for the public healthcare sector, highlighting the significance of total quality management on revisit intention. Also, the mediating roles of patient satisfaction and perceived service quality and the moderating role of trust make valuable contributions to the healthcare literature.

Suggested Citation

  • Dagnu Haile Tessema & Figen Yesilada, 2025. "Impact of total quality management on patient revisit intention: the case of public hospitals in Addis Ababa, Ethiopia," Future Business Journal, Springer, vol. 11(1), pages 1-14, December.
    • Handle: RePEc:spr:futbus:v:11:y:2025:i:1:d:10.1186_s43093-025-00543-5
    DOI: 10.1186/s43093-025-00543-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1186/s43093-025-00543-5
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1186/s43093-025-00543-5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Benedict Sheehy & Federica Farneti, 2021. "Corporate Social Responsibility, Sustainability, Sustainable Development and Corporate Sustainability: What Is the Difference, and Does It Matter?," Sustainability, MDPI, vol. 13(11), pages 1-17, May.
    2. Massimo Pighin & Aldo Alvarez-Risco & Shyla Del-Aguila-Arcentales & Mercedes Rojas-Osorio & Jaime A. Yáñez, 2022. "Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    3. Anu P. Anil & K.P. Satish, 2019. "An empirical investigation of the relationship between TQM practices, quality performance, and customer satisfaction level," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 26(1), pages 96-117.
    4. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
    5. Amer Rajput & Raja Zohaib Gahfoor, 2020. "Satisfaction and revisit intentions at fast food restaurants," Future Business Journal, Springer, vol. 6(1), pages 1-12, December.
    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. Muhammad N. Abdul-Rahman & Thowayeb H. Hassan & Ahmed H. Abdou & Mostafa A. Abdelmoaty & Mahmoud I. Saleh & Amany E. Salem, 2023. "Responding to Tourists’ Intentions to Revisit Medical Destinations in the Post-COVID-19 Era through the Promotion of Their Clinical Trust and Well-Being," Sustainability, MDPI, vol. 15(3), pages 1-19, January.
    2. Agnieszka Kwarcinska, 2021. "Scope of Activities as a Criterion Determining the Type of CSR Actions with Regard to Employees: A Case Study," European Research Studies Journal, European Research Studies Journal, vol. 0(4 - Part ), pages 882-893.
    3. Kara, Karahan & Yalçın, Galip Cihan & Akagün Ergin, Elif & Simic, Vladimir & Pamucar, Dragan, 2024. "A neutrosophic WENSLO-ARLON model for measuring sustainable brand equity performance," Socio-Economic Planning Sciences, Elsevier, vol. 94(C).
    4. Suess, Courtney & Mody, Makarand, 2016. "Gaming can be sustainable too! Using Social Representation Theory to examine the moderating effects of tourism diversification on residents' tax paying behavior," Tourism Management, Elsevier, vol. 56(C), pages 20-39.
    5. Anastasia Stathopoulou & Tommy Kweku Quansah & George Balabanis, 2022. "The Blinding Effects of Team Identification on Sports Corruption: Cross-Cultural Evidence from Sub-Saharan African Countries," Journal of Business Ethics, Springer, vol. 179(2), pages 511-529, August.
    6. Pei-Chu, Hung, 2019. "Understanding What Drives Consumers to Use Gourmet Apps: Applying a Relationship Quality Perspective," GATR Journals jmmr210, Global Academy of Training and Research (GATR) Enterprise.
    7. Hazem Ali & Min Li & Yunhong Hao, 2021. "Purchasing Behavior of Organic Food among Chinese University Students," Sustainability, MDPI, vol. 13(10), pages 1-17, May.
    8. Dubey, Prince & Bajpai, Naval & Guha, Sanjay & Kulshreshtha, Kushagra, 2020. "Mapping gender and marital roles on customer delight by value perception for mobile technology in India," Technology in Society, Elsevier, vol. 62(C).
    9. Wenkun Zhang & Yanan Wang & Tao Zhang, 2021. "Can “Live Streaming†Really Drive Visitors to the Destination? From the Aspect of “Social Presenceâ€," SAGE Open, , vol. 11(1), pages 21582440211, March.
    10. Yusuf Ersoy & Ali Tehci, 2023. "Relationship marketing orientation in healthcare organisations with the AHP method," Operations Research and Decisions, Wroclaw University of Science and Technology, Faculty of Management, vol. 33(1), pages 35-45.
    11. Ruixin Su & Bojan Obrenovic & Jianguo Du & Danijela Godinic & Akmal Khudaykulov, 2022. "COVID-19 Pandemic Implications for Corporate Sustainability and Society: A Literature Review," IJERPH, MDPI, vol. 19(3), pages 1-23, January.
    12. Morgan Alamandi, 2025. "Sustainable Innovation Management: Balancing Economic Growth and Environmental Responsibility," Sustainability, MDPI, vol. 17(10), pages 1-31, May.
    13. W.B.J.A.J. Fernando, 2019. "Factors Associated with Customer Satisfaction towards Customer Loyalty among Star Grade Hotels," Journal of Asian Business Strategy, Asian Economic and Social Society, vol. 9(2), pages 193-203, December.
    14. Suha Fouad Salem, 2021. "Do Relationship Marketing Constructs Enhance Consumer Retention? An Empirical Study Within the Hotel Industry," SAGE Open, , vol. 11(2), pages 21582440211, April.
    15. Krisztina Szegedi & Tamás Németh & Dorina Körtvési, 2023. "Employer Branding in the Fashion Industry: CSR Actions by Fashion SMEs," Sustainability, MDPI, vol. 15(3), pages 1-18, January.
    16. Sayanti SHAW, 2018. "Role Of Need For Closure On Perceived Price Fairness," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 12(1), pages 797-806, November.
    17. May-Ching Ding & Yuan Shuh Lii & Kuan Fu Lai, 2025. "A great start? Sustainability mission statements affect consumer behavior," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 27(4), pages 8631-8660, April.
    18. Judita Kasperiuniene & Vilma Zydziunaite, 2019. "A Systematic Literature Review on Professional Identity Construction in Social Media," SAGE Open, , vol. 9(1), pages 21582440198, February.
    19. Lu, Mingyue & Xi, Yiqin & Sun, Yiqun & Lin, Zexin & Zhang, Haoyan & Luo, Shiyue & Afthanorhan, Asyraf & Hao, Yu, 2025. "How does carbon awareness impact corporate sustainable development? Evidence from China," Technological Forecasting and Social Change, Elsevier, vol. 215(C).
    20. Abid Hussain & Mingxing Li & Shahida Kanwel & Muhammad Asif & Arif Jameel & Jinsoo Hwang, 2023. "Impact of Tourism Satisfaction and Service Quality on Destination Loyalty: A Structural Equation Modeling Approach concerning China Resort Hotels," Sustainability, MDPI, vol. 15(9), pages 1-15, May.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:spr:futbus:v:11:y:2025:i:1:d:10.1186_s43093-025-00543-5. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.