Impact of total quality management on patient revisit intention: the case of public hospitals in Addis Ababa, Ethiopia

Dagnu Haile Tessema () and Figen Yesilada ()
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Dagnu Haile Tessema: Cyprus International University, North Cyprus
Figen Yesilada: Cyprus International University, North Cyprus

Future Business Journal, 2025, vol. 11, issue 1, 1-14

Abstract: Abstract Purpose The main goal of this study is to examine the impact of total quality management on patient revisit intention both directly and indirectly through patient satisfaction and perceived service quality utilizing the stimuli–organism–reactions paradigm. Moreover, this study investigates the moderating role of patient TR the relationship between patient satisfaction, revisit intention, and perceived service quality and revisit intention. Methods Convenience sampling was utilized for data collection (N = 289). Data were collected from outpatients who visited specific public hospitals in Addis Ababa, Ethiopia, using structured questionnaires. We analyzed the collected data using Smart-PLS4. Findings The finding reveals that total quality management has a significant impact on revisit intention directly and through the mediating role of patient satisfaction and perceived service quality. Moreover, trust has a moderating role in the relationship between patient satisfaction and revisit intention. However, trust lacks a moderating role in the association between perceived service quality and revisit intention. Practical/theoretical implication This study holds significant managerial ramifications for hospital managers who may wish to consider and include the findings discussed in this paper when formulating strategic plans, policies, and decision-making. Furthermore, the findings of this research add knowledge to the body of literature regarding the relationship between total quality management and revisit intention. Originality This research establishes a theoretical foundation for the public healthcare sector, highlighting the significance of total quality management on revisit intention. Also, the mediating roles of patient satisfaction and perceived service quality and the moderating role of trust make valuable contributions to the healthcare literature.

Keywords: Consumer behavior; Healthcare; Patient satisfaction; Service quality; Total quality management (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1186/s43093-025-00543-5

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