Title: Total Quality Management Practices and Service Quality at Federal Medical Centre, Asaba, Delta State, Nigeria
Authors: UMUNNA, Ann Ifechukwude & OSAZEVBARU, Henry, Osahon
Volume: 8
Issue: 10
Pages: 63-70
Publication Date: 2024/10/28
Abstract:
The study examined the effect of total quality management practices on service quality at the Federal Medical Centre, Asaba, Delta State, Nigeria. Total quality management practices was measured by customer focus, employee empowerment, continual service improvement, fact-based decision making, and top management commitment while service quality was measured by service quality tangibility, empathy, responsiveness, tangibility, and assurance. The primary data methodology was adopted through the aid of a well-structured questionnaire. Pearson's product-moment correlation coefficient was used to analyze the sourced data from the field. Although, copies of 291 questionnaire were administered to the core medical personnel, health workers, and others, only 272 were returned and used to run the regression analysis. The study revealed that, customer focus, employee empowerment, continual service improvement, fact-based decision making, and top management commitment are positively related with service quality and that such relationship is strong and statistically significant. Hence, the study concludes that, total quality management (continual service improvement, fact-based decision making, and top management commitment) are major service quality predictors.