Title: The relationship between total quality management practices and organisational performance at Jordanian hospitals

Authors: Rateb J. Sweis; Khalid M.A. Al Ahmad; Ghadeer A. Al-Dweik; Afnan R. Alawneh; Ayman Abu Hammad

Addresses: Faculty of Business Management, The University of Jordan, Amman – 11942, Jordan ' Faculty of Business Management, The University of Jordan, Amman – 11942, Jordan ' Department of Nursing, Applied Sciences University, Amman – 11931, Jordan ' Faculty of Business Management, The University of Jordan, Amman – 11942, Jordan ' Department of Architecture Engineering, United Arab Emirates University, Al-Ain Arab, United Arab Emirates

Abstract: This study aims at exploring the relationship between applying total quality management programmes (i.e., training, teamwork, top management commitment, continuous improvement, and customer satisfaction), and the organisational performance in Jordanian hospitals. A proposed research model and hypotheses are developed based on a comprehensive literature review. A questionnaire is used to collect data from a sample of managerial employees of major Jordanian hospitals. Regression analysis is performed to examine the relationships. Results reveal positive relationship between the total quality management practices and the organisational performance in Jordanian hospitals. Organisational performance is affected mostly by top management. The study concludes that organisational performance improves under the existence of the explored practices of quality management. The study implies that managers should consider quality improvement strategies as a top priority to enhance and promote the organisational performance and effectiveness.

Keywords: TQM practices; organisational performance; Jordan; healthcare management; total quality management; training; teamwork; top management commitment; continuous improvement; customer satisfaction; quality improvement strategies; organisational effectiveness.

DOI: 10.1504/IJBIR.2016.076765

International Journal of Business Innovation and Research, 2016 Vol.10 No.4, pp.519 - 542

Received: 20 Jan 2014
Accepted: 16 Mar 2014
Published online: 01 Jun 2016 *

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