Provider‐perceived dimensions of total quality management in healthcare

Abstract

Purpose

The purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance is examined.

Design/methodology/approach

A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among medical professionals. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of provider‐perceived TQM on hospital performance.

Findings

Findings highlight 14 distinct dimensions of provider‐perceived TQM and the relationships among them. Positive and significant relationships among the dimensions and hospital performance have been found.

Research limitations/implications

Contribution to research on healthcare quality by the development of a comprehensive instrument of provider‐perceived healthcare quality.

Practical implications

This instrument would enable hospitals to examine the quality of care being delivered by them to the patients. Hospital administrators and medical professionals could use this feedback to assess hospital performance, and benchmark their performance against that of other competitive hospitals.

Originality/value

Comprehensive instrument of provider‐perceived healthcare quality

Citation

Duggirala, M., Rajendran, C. and Anantharaman, R.N. (2008), "Provider‐perceived dimensions of total quality management in healthcare", Benchmarking: An International Journal, Vol. 15 No. 6, pp. 693-722. https://doi.org/10.1108/14635770810915904