ABSTRACT

This descriptive correlational study sought to investigate the relationship between the implementation of Total Quality Management (TQM) strategies and customer satisfaction at the Affiliated Hospital of Guangdong Medical University. There were 340 participants considered for the study. Results showed that a high assessment of process and planning indicated that the hospital effectively structured its operations and strategic planning. However, the moderate assessment in terms of people and performance highlighted the need for further investment in employee development and the establishment of stronger performance evaluation systems to fully leverage the potential of TQM and enhance overall service quality. Moreover, the Affiliated Hospital of Guangdong Medical University customers were highly satisfied with the overall service quality across multiple dimensions, including tangibility, reliability, responsiveness, assurance, and empathy. This suggested that the hospital effectively met customer expectations in these key areas, contributing to a positive patient experience. Finally, the significant correlations implied that effectively implementing Total Quality Management (TQM) strategies—focusing on process optimization, workforce development, strategic planning, and performance monitoring—directly enhanced customer satisfaction with the hospital’s service quality.

Keywords: Total quality management (TQM) strategy, customer satisfaction, process optimization, service quality dimensions, healthcare management
https://doi.org/10.57180/zklh7304