Effect of Total Quality Management (TQM) on the Non-Financial Performance of Hospitals in Ekiti State

Abstract

This study examined the effect of TQM on the non-financial performance of hospitals in Ekiti State, Nigeria. The study adopted a descriptive survey design and the population for this study covered all the 4371 staffs of public Tertiary Institutions in Ekiti State. Using Taro Yamane formula (1967), the sample size for this study was 367 workers. A self-structured questionnaire was used to elicit the needed information from the sampled respondents. The data were analyzed using multiple linear regression. It was discovered that customers focus, employee involvement and supplier partnership exert a positive but insignificant effect on the treatment outcome of hospitals in Ekiti State. Also, the result revealed that management commitment and training have a positive and significant effect on the treatment outcome of hospitals in Ekiti State. Also, the study revealed that customer focus, management commitment, employee involvement, supplier partnership and training exert a positive and significant effect on the increased patronage of hospitals in Ekiti State, Nigeria. Thus, the results suggest that the management should initiate total quality management initiatives that network the entire organization regularly to attain and sustain high-quality standards and meet customer needs and expectation.

Keywords:Total Quality Management, Total Quality Management Practices, Non-Financial Performance treatment outcome, Increased Patronage, Customers Focus, Employee Involvement, Supplier Partnership

DOI: 10.7176/RJFA/12-10-02

Publication date:May 31^st 2021