. Employee Perceptions of Service Quality Based on Hospital Quality Improvement Strategy
International Journal of Management, Economics and Social Sciences
Special Issue-International Conference on Medical and Health Informatics (ICMHI 2017)
2018, Vol. 7(S1), pp. 13 – 25.
ISSN 2304 – 1366


Employee Perceptions of Service Quality Based on Hospital Quality Improvement Strategy


Yafang Tsai1
Shih-Wang Wu2
Yi-Hua Tsai3
1Dept. of Health Policy and Management, Chung Shan Medical University, Taiwan
2Dept. of Hospital and Health Care Administration, Chia Nan University of Pharmacy, Taiwan
3Product and Process Research Center, Food Industry Research and Development Institute, Taiwan



Following reforms in the Taiwanese healthcare system, hospitals are facing an increasingly competitive healthcare market. Hospital administrators, in response to this competition, are placing increasing importance on improving the quality of healthcare in order to ensure patient satisfaction. How can service quality (SQ) be improved in healthcare settings? This study explored how total quality management (TQM) influences employee perceptions of SQ. A cross-sectional study was performed, for which a sample was drawn from five regional hospitals in central Taiwan. This study used questionnaires to investigate employee perceptions of TQM and SQ in five regional teaching hospitals in Central Taiwan. A total of 300 questionnaires were distributed, of which 226 valid questionnaires were returned. The findings of this study revealed that TQM influenced employee perceptions of SQ. Therefore, hospital managers should use TQM strategy to influence employee perceptions of SQ. When promoting a TQM strategy, hospital managers should develop a clear vision for quality management within their organizations combined with distinct quality improvement policies and initiatives.

Keywords: Total quality management, service quality, quality improvement, healthcare management