Abstract

The Role of the Principles of Total Quality Management in Improving the Quality of Health Service: An Analytical Study in the Iraqi Ministry of Health

Dr. Raad Mohammed Mezban

Volume: 13 Issue: 1 2023

Abstract:

The current research aims to provide a theoretical and practical framework linking the requirements of total quality management and the dimensions of health service quality, as well as spreading awareness of the concepts of total quality management and customer satisfaction in an Iraqi service environment, represented by the Iraqi Ministry of Health by describing the variables of the study and diagnosing those variables represented by principles (Total quality management and dimensions of health service quality) in the ministry under study, and for the purpose of collecting data, a questionnaire was designed from two axes. Tangibility, response, sympathy, dependability, and that through the ready-made measures for both variables, and for the purpose of analyzing the data, the statistical program (SPSS V.26) was used by relying on the statistical tools represented by arithmetic mean, standard deviation, simple linear regression, regression multi-linearity, Kropenach alpha, relative importance, and a number of conclusions were reached, the most important of which is the presence of positive indicators that the requirements of general quality management. All matters are necessary to achieve the quality of service in the ministry under study. Accordingly, the researcher recommends the Ministry of Health to pay attention to the requirements of total quality management, as these requirements are necessary to achieve the quality of health service in the ministry, and thus achieve patient and employee satisfaction.

DOI: http://doi.org/10.37648/ijrssh.v13i01.032

Back Download

References

• Abbas, Bushra Abdel-Hamza, and Hussein, Mazen Nema (2022), The Impact of Agile Culture on Improving the Quality of Educational Service - An Analytical Study of the Opinions of a Sample of University Leaders in the Colleges of Al-Qadisiyah University, Published Research, Journal of the Kufa Studies Center, Volume 1, Issue 1, part one.
• Al-shourah, Sultan, (2021), Total quality management practices and their effects on the quality performance of Jordanian private hospitals, Management Science Letters, Vol 11, doi: 10.5267/j.msl.2020.8.029.
• Amri, Hidayat Dwi. (2014), Kaizen-six sigma to improve pipeline project performance base on balance score card framework, International Conference on Technology and Operations Management, 311-323.
• Arifin, Samsul & Darmawan, Didit & Hartanto, Cahya Fajar Budi & Rahman, Abdul, (2022), Human Resources based on Total Quality Management, Journal of Social Science Studies Vol. 2, No. 1, January 2022, pages 17 – 20.
• Atsan, Nuray, (2015), Measuring Educational Service Quality Using Analytic Hierarchy Process, International Journal of Education and Research Vol. 3 No. 2.
• Casas, A. M., (2011), Total Quality Management, Quality Culture, Leadership and Motivation, MSc. Thesis, Polytechnic University of Milan, Milan, Italy, pp. 94
• Daphne & Yustina, Ida & Theo, Deli, (2021), The Relationship between Reliability, Responsiveness, and Empathy Aspects with Patient Satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital, International Journal of Science and Healthcare Research, Vol. 6, Issue 3, DOI: https://doi.org/10.52403/ijshr.20210717.
• Faraj, Kawa Mohammed & Faeq, Dalia Khalid & Abdulla, Daroon F & Ali, Bayad Jamal & Sadq, Zana Majed, (2021), Total Quality Management and Hotel Employee Creative Performance: The Mediation Role of Job Embeddedment, Journal of Contemporary Issues in Business and Government Vol. 27, No. 1.
• Gun Jea Yu, Minjae Park & Ki Hoon Hong (2017), A strategy perspective on total quality management, Total Quality Management & Business Excellence, DOI: 10.1080/14783363.2017.1412256.
• Haji, Mona H, (2017), Several dimension analysis at hbku students housing facilities, A Project Submitted to the Faculty of the College of Engineering in Partial Fulfillment of the Requirements for the Degree of Masters of Science in Engineering Management.
• Handal, Qasim Ahmed, and Sharan, Heba Rabie, (2021), The role of organizational immunity in enhancing the quality of educational services - a descriptive analytical study for a group of public and private secondary schools in Tikrit, published research, Business Economics Journal, Issue 2, Part One .
• Haradhan, Mohajan, (2017), Two Criteria for Good Measurements in Research: Validity and Reliability, MPRA Paper No. 83458, posted 24, www.mpra.ub.uni-muenchen.de/83458/
• Ioannidou, F & Konstantikaki, (2008), Empathy and emotional intelligence: What is it really about?, International Journal of Caring Sciences, Vol 1, No 3, www.internationaljournalofcaringsciences.org.
• Johnson, Ehigie C & Karlay, Jesse S, (2018), Impact of Service Quality on customer Satisfaction, Liberia Revenue Authority, Faculty Of Education And Business Studies, Department Of Business And Economics Studies.
• Khurniawan, Arie Wibowo & Sailah, Illah & Muljono, Pudji & Indriyanto, Bambang & Maarif, M. Syamsul, (2020), An Analysis of Implementing Total Quality Management in Education: Succes and Challenging Factors, International Journal of Learning and Development, Vol. 10, No. 2.
• Kurniawan, Ryan & Ratnaningsih, Sri Rahayu, (2021), the effect of educational service quality and geographical pricing on customer loyalty in the development of indonesian hotel industry after the corona virus pandemic, Review of international geographical education, vol 11, no (3).
• Lalit K. Toke & Shyamkumar D. Kalpande (2020) Total quality management in small and medium enterprises: An overview in Indian context, Quality Management Journal, 27:3, 159-175, DOI: 10.1080/10686967.2020.1767008.
• Lingappan, Dhamodaran(2016), Kaizen performance in an Engineering Industry in India: A Case Study, Management Studies and Economic Systems (MSES), 3 (1), p:16.
• Lutz, Kristina & Heerens, Nikki & John C. Friend-Pereira (2002), European Student Handbook on Quality Assurance in Higher Education, The National Unions of Students of Europe.
• Michael, Kidest H, (2017), Assessment of service quality and customer satisfaction: the case study of three selected private elementary schools in Addis Ababa, St. Mary’s University school of graduate studies department of marketing management.
• Mohannad, Abu Daqar & Milan, Constantinovits (2020). The role of total quality management in enhancing the quality of private healthcare services. Problems and Perspectives in Management, 18(2), 64-78. doi:10.21511/ppm.18(2).2020.07.
• Muheibis, Hossam Ali, and Abdel-Hussein, Abbas Owaid, (2020), The Role of Talent Management in the Quality of Educational Service - A Pilot Study at Sumer University, published research, Al-Muthanna Journal of Administrative and Economic Sciences, Volume 10, Number 4.
• Omidian, Faranak & Nia, Zahra Golchin, (2018), Assessment of Educational Service Quality at Master’s level in an Iranian university using based on HEdPERF Model, International Journal of Applied Research in Management and Economics, Vol 1, No 3.
• Othman, I., Norfarahhanim Mohd Ghani, S., & Woon Choon, S. (2020). The Total Quality Management (TQM) journey of Malaysian building contractors. Ain Shams Engineering Journal. doi:10.1016/j.asej.2019.11.002.
• Parasuraman, Balakrishnan; Kelly, Di; and Rathakrishnan, Balan (2021) Employee participation in the private sector in Malaysia: The Applicability of Favourable Conjunctures Model, ASEAN Marketing Journal: Vol. 1 : No. 2 , Article 3. DOI: 10.21002/amj.v1i2.1984.
• Philip, K., & Arrowsmith, J. (2020). The limits to employee involvement? Employee participation without HRM in a small not-for-profit organisation. Personnel Review, ahead-of-print (ahead-of-print). doi:10.1108/pr-08- 2019-0457.
• Pintilie, Laura-Mirela, (2017), Quality of the Educational Service–Perceptions and Expectations of the Teachers in High Schools from Suceava County, ROMANIA, cbu international conference on innovations in science and education, www.journals.cz.
• Rombe, Elimawaty & A. Tolla, Mirna (2016) What Are the Current Quality Issues in Higher Education?, Advances in Social Science, Education and Humanities Research (ASSEHR), volume 65, p 98-101.
• Siwantara, Wayan, Sugiarta, Komang, (2017), Development of quality of educational service model based on student satisfaction inventory (a case study at Bali State Polytechnic), Proceeding International Joint Conference on Science and Technology
• Slack, Nigel, and Chambers, Stuart, and Jonston, Robert, (2010), Operations Management, 6th Ed
• Supriyanto, Achmad & Rochmawati & Djum Djum Noor Benty (2019), Kaizen: Quality Improvement Innovation Higher Education in the Industrials Revolution 4.0, Advances in Social Science, Education and Humanities Research, volume 381, pp-112
• Susanti, E., Sule, E. T., & Sutisna, H. (2015). The Impact of Internal and External Service Quality (A Case Study among Lecturers and Students). Mediterranean Journal of Social Sciences. doi:10.5901/mjss.2015.v6n5s5.
• Sutirna, S. (2020). total quality management through lecturer assessment with students to improve graduate quality. adi journal on recent innovation (ajri), 2(1), 227-242. https://doi.org/10.34306/ajri.v2i1.55.
• Syam, Aldo Redho & Arifin, Syamsul, (2019), Quality of Educational Services in Islam Perspective, WESTECH, Medan, Indonesia, DOI 10.4108/eai.8-12-2018.2283982.
• Szyrocka, Joanna Rosak, (2017), human resources management in kaizen aspect, human resources management & ergonomics,volume x,pp.83
• Teeroovengadum,Viraiyan & T.J. Kamalanabhan & Seebaluck, Ashley Keshwar (2016) Measuring service quality in higher education Development of a hierarchical model (HESQUAL), Quality Assurance in Education Vol. 24 No. 2, pp. 244-258.
• Wajda Wikhamn, Björn Remneland Wikhamn & Jonas Fasth (2021), Employee participation and job satisfaction in SMEs: investigating strategic exploitation and exploration as moderators, The International Journal of Human Resource Management, DOI: 10.1080/09585192.2021.1910537.
• Wei, He & Lin, Xue, (2015), Training Modes of Traffic Engineering Professionals under the Perspective of Student Satisfaction with Educational Service Quality, Metallurgical and Mining Industry, No. 5
• Zeng, Yanqing, (2018), Analysis on the Educational Service Quality of Private Colleges and Universities in Xi'an, 4th International Conference on Arts, Design and Contemporary Education , Advances in Social Science, Education and Humanities Research, volume 232.