TOTAL QUALITY MANAGEMENT PRACTICES AND SERVICE DELIVERY OF PUBLIC HOSPITALS AND PRIMARY HEALTH CARE FACILITIES IN MOMBASA COUNTY, KENYA

Abdullatif Muhaji Badru () and Dr. Lawrence Wainaina ()

European Journal of Business and Strategic Management, 2018, vol. 3, issue 5, 63 - 84

Abstract: Purpose: The main purpose of this study was to find out the major influence of Total Quality Management on the Service Delivery of Public Hospitals and Primary Health Facilities in Kenya, a case of Mombasa County. Methods: The Study used descriptive research design and a population of 55 respondents was considered. A census of the 55 respondents was done because the sample size was small. The study used structured and unstructured questionnaires with closed and open-ended questions for data collection. Analysis of the Quantitative data collected was done using SPSS (Version 22) and presented through percentages, means, standard deviations and frequencies. A multiple regression analysis was conducted to estimate the model for the study. The Data was then presented in graphs, frequencies, charts and tables. Results: From the findings it was found that employee involvement positively and significantly affected service delivery, technology adoption had a positive and significant effect on service delivery, continuous improvement had a positive and significant relationship with service delivery and clients focus and service delivery was positively and significantly related. Unique contribution to theory, practice and policy: The study recommended Public hospital management to adopting employee involvement culture by encouraging them to develop their career, involving them in all decision making as well as motivating them through rewards and performance appraisal.

Keywords: Total quality management practices; employee involvement; service delivery client focus and continuous improvement (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:bdu:oejbsm:v:3:y:2018:i:5:p:63-84:id:663

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