The role of TQM practice on innovation and healthcare performance

Berhanu Tolosa and Daniel Kitaw

International Journal of Process Management and Benchmarking, 2026, vol. 22, issue 3, 361-377

Abstract: The paper investigates the role of total quality management (TQM) practices in fostering innovation and improving healthcare performance. The study distributed 285 surveys to employees, patients, and graduating students in Addis Ababa to examine the relationships among these variables. Structural equation modelling, along with SPSS and AMOS, was used to analyse the data. The results show a significant relationship between TQM practices, innovation, and healthcare performance improvement. Furthermore, there is also a significant relationship between innovation and healthcare performance. The study explores the relationship between TQM practices, service innovation, and healthcare performance. It also suggests ways to link TQM to improved healthcare outcomes, highlighting how TQM practices can foster innovative service delivery and enhance overall healthcare performance. Additionally, much literature has identified employee involvement as a crucial dimension of TQM practice. However, employee involvement must be accompanied by responsibility, as medication errors can lead to serious consequences, including death. Therefore, individual and collective responsibility and commitment in medication administration and other service provisions are critical.

Keywords: total quality management; TQM; service quality; innovation; healthcare performance; AMOS. (search for similar items in EconPapers)
Date: 2026
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