TOTAL QUALITY MANAGEMENT IN YEMENI PUBLIC HOSPITALS: ENHANCING CUSTOMER SATISFACTION AND PATIENT-CENTERED CARE

This study investigates the relationship between Total Quality Management (TQM) practices and customer satisfaction in Al-Thawra Hospital, the biggest Yemeni public hospital. TQM implementation has emerged as a potential solution to elevate service quality and improve patient experiences in response to industry challenges. The study employs a mixed-methods approach, using structured surveys to collect data from hospitalized patients. These surveys assess patients' perceptions of medical service quality, provider responsiveness, waiting times, hospital hygiene, and overall hospital satisfaction. The findings contribute to our comprehension of TQM's applicability and efficacy in Yemen's public hospitals by identifying key areas where TQM impacts customer satisfaction and guiding decision-making for service enhancements. The study's ultimate objective is to provide evidence-based recommendations for integrating TQM principles to promote a patient-centered approach and continuous quality improvement, enhancing the overall patient experience and outcomes within the Yemeni healthcare system.