Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment : A qualitative systematic review

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dc.contributor.authorGrossu-Leibovica, Dana
dc.contributor.authorKalkis, Henrijs
dc.contributor.editorVilka, L
dc.contributor.editorVike, J
dc.contributor.editorVilka, L.
dc.contributor.editorVike, J.
dc.contributor.institutionStarptautiskā biznesa un ekonomikas katedra
dc.date.accessioned2023-03-01T11:25:01Z
dc.date.available2023-03-01T11:25:01Z
dc.date.issued2022
dc.description.abstractThe aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.en
dc.description.statusPeer reviewed
dc.format.extent9
dc.format.extent1143445
dc.identifier.citationGrossu-Leibovica, D, Kalkis, H, Vilka, L (ed.) & Vike, J (ed.) 2022, Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment : A qualitative systematic review. in L Vilka & J Vike (eds), 8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE. vol. 131, 02009, SHS Web of Conferences, EDP Sciences, 8th International Multidisciplinary Research Conference "Society. Health. Welfare", Riga, Latvia, 24/03/21. https://doi.org/10.1051/shsconf/202213102009
dc.identifier.citationconference
dc.identifier.doi10.1051/shsconf/202213102009
dc.identifier.issn2261-2424
dc.identifier.urihttps://dspace.rsu.lv/jspui/handle/123456789/10671
dc.identifier.urlhttps://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=rsu_pure_&SrcAuth=WosAPI&KeyUT=WOS:000853853900019&DestLinkType=FullRecord&DestApp=WOS
dc.language.isoeng
dc.publisherEDP Sciences
dc.relation.ispartof8th International Multidisciplinary Research Conference SOCIETY. HEALTH. WELFARE
dc.relation.ispartofseriesSHS Web of Conferences
dc.rightsinfo:eu-repo/semantics/openAccess
dc.subject3.3 Health sciences
dc.subject3.1. Articles or chapters in proceedings/scientific books indexed in Web of Science and/or Scopus database
dc.titleTotal quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment : A qualitative systematic reviewen
dc.type/dk/atira/pure/researchoutput/researchoutputtypes/contributiontobookanthology/conference

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