Submission is open for November 2024, Call for papers Volume 06, Issue 12, December 2024, Open Access; Peer Reviewed Journal; Fast Publication. The Journal is welcoming original Research Articles, Book Reviews, Commentaries, Reviewed Articles, Technical Notes Please you can reach us if you have any queries send email to: editor@journalijisr.com

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

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Author: 
*Nawar A. S. AL-Shameri
Country: 
India
Volume & Issue: 
Volume 05, Issue 07, July 2023
Page No: 
4894-4900
Abstract: 

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.

KeyWords: 
Total Quality Management (TQM), customer satisfaction, public hospitals, Yemen, healthcare.