THE IMPACT OF TOTAL QUALITY MANAGEMENT ON ORGANIZATIONAL PERFORMANCE IN HEALTH CARE SECTOR: AL HAYAT NATIONAL HOSPITAL IN SAUDI ARABIA M

Abstract

Total quality management is one of the most important elements of achieving perfection in work in all areas, which makes the product and service provided compatible with the needs of the consumer and his satisfaction with them, which increases consumer loyalty to the organization and thus profitability of the organization. The purpose of this study is to understand the extent of the impact of Total Quality Management on the organizational performance of the health sector. The current research adopts a theoretical framework based on a literature review of the existing theories that include research variables: Total Quality Management and Organizational Performance. In addition to relying on the quantitative framework, this was also done through an online questionnaire design. 350 employees of Al-Hayat National Hospital, Saudi Arabia, shared their views on current research variables. The data collected in the questionnaire were analyzed using the Statistical Package (SPSS) for Social Sciences. The results of the statistical analysis and hypothesis testing showed that the relationship between the two variables is positive, effective and substantial. Whereas, Total Quality Management has positively affected several factors of organizational performance, including increasing the efficiency and effectiveness of the service provided by using available resources and at the lowest costs, and the study also showed that Total quality management has an effect on increasing employees ’responsibility for their performance, and on the continuity of perfect performance, in addition to patients' satisfaction with the level of health services provided to them and increasing their loyalty to the organization