Yan Yingbo
ABSTRACT
This study examined the implementation of Total Quality Management (TQM) strategies at the Affiliated Hospital of Guangdong Medical University (AHGMU) and their relationship with customer satisfaction. TQM practices—specifically quality planning, quality control, quality assurance, and quality improvement—were found to be implemented to a great extent, resulting in high satisfaction levels across the service quality dimensions of responsiveness, assurance, tangibility, reliability, and empathy. Statistical analysis revealed a significant positive correlation between the extent of TQM implementation and patient satisfaction, indicating that effective quality management directly enhances service quality perceptions. Despite these achievements, several challenges were identified, including the lack of integration of TQM into long-term strategic plans, complex organizational structures with unclear responsibilities, insufficient coordination among departments, limited professional expertise and training in quality management, fragmented medical data systems, and the difficulties of balancing quality, service levels, and cost-effectiveness in a dynamic healthcare environment. Addressing these challenges is critical to sustaining AHGMU’s high performance, further improving patient care, and adapting to evolving healthcare demands.
Keywords: TQM, Customer Satisfaction, strategies, service quality, reliability
https://doi.org/10.57180/csce5838