THE EFFECT OF TOTAL QUALITY MANAGEMENT PRACTICES ON CUSTOMER SATISFACTION IN THE UPPER WEST REGIONAL HOSPITAL

Abstract

The healthcare systems have become complex and mind boggling as a result of expanding competition, changes in medical sciences, and increased patient expectation. There is the need to have harmony amongst resources and patient satisfaction. Total Quality Management (TQM) has the potential to address quality issues in many industries and enhance performance of organisations. The study assessed the extent of Total Quality Management practice and its effect on both internal and external customer satisfaction at the Upper West Regional Hospital. To achieve this, the researcher adopted quantitative survey using questionnaires and interview. A sample size of 145 respondents comprising of 5 top management, 76 other employees and 64 patients were drawn from population using stratified random sampling technique. The findings of the study revealed a high presence of Total Quality Management practices. However, employee satisfaction and patient satisfaction on the other hand were average based on the Best Rating Criteria. Furthermore, findings of this study supported that Total Quality Management practices in the Upper West Regional Hospital had no statistical significant effect on both internal and external customer satisfaction. The study therefore recommended that management of the hospital should consider other factors other than Quality Management initiatives to enhance customer satisfaction.