How to cite this paper
Grossu-Leibovica, D & Kalkis, H. (2023). Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review.Management Science Letters , 13(2), 118-123.
Refrences
Aburayya, A., Alshurideh, M., Marzouqi, A. A., Diabat, O. A., Alfarsi, A., Suson, R., ... & Salloum, S. A. (2020). An Em-pirical Examination of the Effect of TQM Practices on Hospital Service Quality: An Assessment Study in UAE Hospi-tals. Systematic Reviews in Pharmacy, 11(9).
Aburayya, A., Alshurideh, M., Marzouqi, A. A., Diabat, O. A., Alfarsi, A., Suson, R., ... & Salloum, S. A. (2020). An Em-pirical Examination of the Effect of TQM Practices on Hospital Service Quality: An Assessment Study in UAE Hospi-tals. Systematic Reviews in Pharmacy, 11(9).
Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F., & Taryam, M. (2020). An empirical investigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality. Management Science Letters, 10(10), 2147-2158.
Abu-Rumman, A., Mhasnah, A., & Al-Zyout, T. (2021). Direct and indirect effects of TQM on the patients’ satisfaction and loyalty in the Jordanian health care sector. Management Science Letters, 11(2), 493-502.
Aggarwal, A., Aeran, H., & Rathee, M. (2019). Quality management in healthcare: The pivotal desideratum. Journal of Oral Biology and Craniofacial Research, 9(2), 180-182.
Alfalah, T. F. (2017). Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?. International Review of Management and Marketing, 7(3), 121-125.
Alfalah, T. F. (2017). Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?. International Review of Management and Marketing, 7(3), 121-125.
Al-Mhasnah, A., Salleh, F., Afthanorhan, A., & Ghazali, P. J. M. S. L. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Letters, 8(12), 1413-1420.
Alshurideh, M. (2020). An Investigation of the Effect of Lean Six Sigma Practices on Healthcare Service Quality and Pa-tient Satisfaction: Testing the Mediating Role of Service Quality in Dubai Primary Healthcare Sector. Jour of Adv Re-search in Dynamical & Control Systems, 12.
Aqsa, M., Risal, M., & Nur, R. (2021). Total Quality Management and Service Quality on Customer Satisfaction in Public Services. PINISI Discretion Review, 4(2), 359-368.
Asnawi, A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. J. M. S. L. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911-920.
Baidoun, S. D., Salem, M. Z., & Omran, O. A. (2018). Assessment of TQM implementation level in Palestinian healthcare organizations: The case of Gaza Strip hospitals. The TQM Journal, 30(2), 98-115.
Boadi, E. B., Wenxin, W., Bentum-Micah, G., Asare, I. K. J., & Bosompem, L. S. (2019). Impact of service quality on cus-tomer satisfaction in Ghana hospitals: A PLS-SEM approach. Canadian Journal of Applied Science and Technolo-gy, 7(3).
Daksith, H. P., & Hewage, U. (2020, December). Total Quality Management & Customer Satisfaction in Public Hospitals in Sri Lanka. In 2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 1246-1250). IEEE.
Daqar, M. A., & Constantinovits, M. (2020). The role of total quality management in enhancing the quality of private healthcare services. Problems and Perspectives in Management, 18(2), 64.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An in-vestigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195-1214.
Hernon, P., Nitecki, D. A., & Altman, E. (1999). Service quality and customer satisfaction: An assessment and future di-rections. The journal of academic librarianship, 25(1), 9-17.
Jarrad, A. A., Joudeh, J. M., Mukattash, I. L., & Hassouneh, A. G. (2021). The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers. The TQM Journal, 34(4), 701-727.
Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan—the patients’ expecta-tions. International journal of health care quality assurance, 31(6), 489-501.
Jeong, M., & Oh, H. (1998). Quality function deployment: An extended framework for service quality and customer satis-faction in the hospitality industry. International Journal of Hospitality Management, 17(4), 375-390.
Khudhair, H. Y., Jusoh, D., Bin, A., F Abbas, A., Mardani, A., & Nor, K. M. (2020). A review and bibliometric analysis of service quality and customer satisfaction by using Scopus database. International Journal of Management, 11(8).
Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Soft and hard aspects of quality management practices influencing service quality and customer satisfaction in manufacturing-oriented services. Global Business Review, 11(1), 79-101.
Mahmud, M. S., Lima, R. P., Rahman, M. M., & Rahman, S. (2021). Does healthcare service quality affect outbound med-ical tourists’ satisfaction and loyalty? Experience from a developing country. International Journal of Pharmaceutical and Healthcare Marketing, 15(3), 429-450.
Nguyen, T. L. H., & Nagase, K. (2019). The influence of total quality management on customer satisfaction. International journal of healthcare management, 12(4), 277-285.
Nguyen, T. L. H., & Nagase, K. (2020). Total quality management: a mediating factor in the relationship between cus-tomer expectations and satisfaction. International Journal of Management and Marketing Research, 13(1), 1-13.
Nguyen, T. L. H., & Nagase, K. (2021). Patient satisfaction and loyalty to the healthcare organization. International Jour-nal of Pharmaceutical and Healthcare Marketing, 15(4), 496-515.
Ooi, K. B., Lin, B., Tan, B. I., & Chong, A. Y. L. (2011). Are TQM practices supporting customer satisfaction and service quality?. Journal of Services Marketing, 25(6), 410-419.
Pattanayak, D., Koilakuntla, M., & Punyatoya, P. (2017). Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector. International Journal of Quality & Reli-ability Management, 34(3), 362-377.
Puthanveettil, B. A., Vijayan, S., Raj, A., & Sajan, M. P. (2020). TQM implementation practices and performance out-come of Indian hospitals: exploratory findings. The TQM Journal, 33(6), 1325-1346.
Rajan, R., & Kumar, P. R. (2017). A Literature Review on the Effectiveness of TQM Implementation in Healthcare Sec-tors (Hospitals & Medical Devices Servicing Industries). Asian Journal of Research in Social Sciences and Humani-ties, 7(8), 311-324.
Rejikumar, G., Ajitha, A. A., & Nair, M. S. (2019). Healthcare service quality: a methodology for servicescape re-design using Taguchi approach. The TQM Journal, 31(4), 600-619.
Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospi-tals. The TQM Journal, 29(1), 101-117.
Shabbir, A., Malik, S. A., & Janjua, S. Y. (2017). Equating the expected and perceived service quality: A comparison be-tween public and private healthcare service providers. International Journal of Quality & Reliability Management, 34(8), 1295-1317.
Sit, W. Y., Ooi, K. B., Loke, S. P., & Han, G. T. W. (2011). TQM and service quality: a survey of commercial banking in-dustry in Malaysia. International Journal of Services, Economics and Management, 3(1), 78-91.
Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal, 32(3), 543-558.
Torres, E. N. (2014). Deconstructing service quality and customer satisfaction: Challenges and directions for future re-search. Journal of Hospitality Marketing & Management, 23(6), 652-677.
Tsai, Y., Wu, S. W., & Tsai, Y. H. (2018). Employee perceptions of service quality based on hospital quality improvement strategy. International Journal of Management, Economics and Social Sciences (IJMESS), 7(Special Issue), 13-25.
Zaid, A. A., Arqawi, S. M., Mwais, R. M. A., Al Shobaki, M. J., & Abu-Naser, S. S. (2020). The impact of Total quality management and perceived service quality on patient satisfaction and behavior intention in Palestinian healthcare or-ganizations. Technology Reports of Kansai University, 62(03), 221-232.
Aburayya, A., Alshurideh, M., Marzouqi, A. A., Diabat, O. A., Alfarsi, A., Suson, R., ... & Salloum, S. A. (2020). An Em-pirical Examination of the Effect of TQM Practices on Hospital Service Quality: An Assessment Study in UAE Hospi-tals. Systematic Reviews in Pharmacy, 11(9).
Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F., & Taryam, M. (2020). An empirical investigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality. Management Science Letters, 10(10), 2147-2158.
Abu-Rumman, A., Mhasnah, A., & Al-Zyout, T. (2021). Direct and indirect effects of TQM on the patients’ satisfaction and loyalty in the Jordanian health care sector. Management Science Letters, 11(2), 493-502.
Aggarwal, A., Aeran, H., & Rathee, M. (2019). Quality management in healthcare: The pivotal desideratum. Journal of Oral Biology and Craniofacial Research, 9(2), 180-182.
Alfalah, T. F. (2017). Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?. International Review of Management and Marketing, 7(3), 121-125.
Alfalah, T. F. (2017). Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?. International Review of Management and Marketing, 7(3), 121-125.
Al-Mhasnah, A., Salleh, F., Afthanorhan, A., & Ghazali, P. J. M. S. L. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Letters, 8(12), 1413-1420.
Alshurideh, M. (2020). An Investigation of the Effect of Lean Six Sigma Practices on Healthcare Service Quality and Pa-tient Satisfaction: Testing the Mediating Role of Service Quality in Dubai Primary Healthcare Sector. Jour of Adv Re-search in Dynamical & Control Systems, 12.
Aqsa, M., Risal, M., & Nur, R. (2021). Total Quality Management and Service Quality on Customer Satisfaction in Public Services. PINISI Discretion Review, 4(2), 359-368.
Asnawi, A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. J. M. S. L. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911-920.
Baidoun, S. D., Salem, M. Z., & Omran, O. A. (2018). Assessment of TQM implementation level in Palestinian healthcare organizations: The case of Gaza Strip hospitals. The TQM Journal, 30(2), 98-115.
Boadi, E. B., Wenxin, W., Bentum-Micah, G., Asare, I. K. J., & Bosompem, L. S. (2019). Impact of service quality on cus-tomer satisfaction in Ghana hospitals: A PLS-SEM approach. Canadian Journal of Applied Science and Technolo-gy, 7(3).
Daksith, H. P., & Hewage, U. (2020, December). Total Quality Management & Customer Satisfaction in Public Hospitals in Sri Lanka. In 2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 1246-1250). IEEE.
Daqar, M. A., & Constantinovits, M. (2020). The role of total quality management in enhancing the quality of private healthcare services. Problems and Perspectives in Management, 18(2), 64.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An in-vestigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195-1214.
Hernon, P., Nitecki, D. A., & Altman, E. (1999). Service quality and customer satisfaction: An assessment and future di-rections. The journal of academic librarianship, 25(1), 9-17.
Jarrad, A. A., Joudeh, J. M., Mukattash, I. L., & Hassouneh, A. G. (2021). The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers. The TQM Journal, 34(4), 701-727.
Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan—the patients’ expecta-tions. International journal of health care quality assurance, 31(6), 489-501.
Jeong, M., & Oh, H. (1998). Quality function deployment: An extended framework for service quality and customer satis-faction in the hospitality industry. International Journal of Hospitality Management, 17(4), 375-390.
Khudhair, H. Y., Jusoh, D., Bin, A., F Abbas, A., Mardani, A., & Nor, K. M. (2020). A review and bibliometric analysis of service quality and customer satisfaction by using Scopus database. International Journal of Management, 11(8).
Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Soft and hard aspects of quality management practices influencing service quality and customer satisfaction in manufacturing-oriented services. Global Business Review, 11(1), 79-101.
Mahmud, M. S., Lima, R. P., Rahman, M. M., & Rahman, S. (2021). Does healthcare service quality affect outbound med-ical tourists’ satisfaction and loyalty? Experience from a developing country. International Journal of Pharmaceutical and Healthcare Marketing, 15(3), 429-450.
Nguyen, T. L. H., & Nagase, K. (2019). The influence of total quality management on customer satisfaction. International journal of healthcare management, 12(4), 277-285.
Nguyen, T. L. H., & Nagase, K. (2020). Total quality management: a mediating factor in the relationship between cus-tomer expectations and satisfaction. International Journal of Management and Marketing Research, 13(1), 1-13.
Nguyen, T. L. H., & Nagase, K. (2021). Patient satisfaction and loyalty to the healthcare organization. International Jour-nal of Pharmaceutical and Healthcare Marketing, 15(4), 496-515.
Ooi, K. B., Lin, B., Tan, B. I., & Chong, A. Y. L. (2011). Are TQM practices supporting customer satisfaction and service quality?. Journal of Services Marketing, 25(6), 410-419.
Pattanayak, D., Koilakuntla, M., & Punyatoya, P. (2017). Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector. International Journal of Quality & Reli-ability Management, 34(3), 362-377.
Puthanveettil, B. A., Vijayan, S., Raj, A., & Sajan, M. P. (2020). TQM implementation practices and performance out-come of Indian hospitals: exploratory findings. The TQM Journal, 33(6), 1325-1346.
Rajan, R., & Kumar, P. R. (2017). A Literature Review on the Effectiveness of TQM Implementation in Healthcare Sec-tors (Hospitals & Medical Devices Servicing Industries). Asian Journal of Research in Social Sciences and Humani-ties, 7(8), 311-324.
Rejikumar, G., Ajitha, A. A., & Nair, M. S. (2019). Healthcare service quality: a methodology for servicescape re-design using Taguchi approach. The TQM Journal, 31(4), 600-619.
Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospi-tals. The TQM Journal, 29(1), 101-117.
Shabbir, A., Malik, S. A., & Janjua, S. Y. (2017). Equating the expected and perceived service quality: A comparison be-tween public and private healthcare service providers. International Journal of Quality & Reliability Management, 34(8), 1295-1317.
Sit, W. Y., Ooi, K. B., Loke, S. P., & Han, G. T. W. (2011). TQM and service quality: a survey of commercial banking in-dustry in Malaysia. International Journal of Services, Economics and Management, 3(1), 78-91.
Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal, 32(3), 543-558.
Torres, E. N. (2014). Deconstructing service quality and customer satisfaction: Challenges and directions for future re-search. Journal of Hospitality Marketing & Management, 23(6), 652-677.
Tsai, Y., Wu, S. W., & Tsai, Y. H. (2018). Employee perceptions of service quality based on hospital quality improvement strategy. International Journal of Management, Economics and Social Sciences (IJMESS), 7(Special Issue), 13-25.
Zaid, A. A., Arqawi, S. M., Mwais, R. M. A., Al Shobaki, M. J., & Abu-Naser, S. S. (2020). The impact of Total quality management and perceived service quality on patient satisfaction and behavior intention in Palestinian healthcare or-ganizations. Technology Reports of Kansai University, 62(03), 221-232.