Total quality management implementation practices and customer satisfaction: the role of innovative employee behavior and employee empowerment

Abstract

This study shed additional understanding on how Total Quality Management (TQM) practices affect customer satisfaction through the innovative behavior of employees. Based on quantitative data from the 5 Teaching Hospitals in Ghana, this study employed a multistage sampling procedure to analyze the relationship between innovative employee work behavior and total management commitment, Training and Education, Performance Management System, Supplier Management, and innovative employee work behavior. We find that these relationships are positive and that the relationship between TQM practices and customer satisfaction is mediated by innovative employee work behavior. In addition to theoretical contributions to the field of TQM and healthcare systems, these results have managerial implications for hospital professionals who work at prioritizing the adaptation of TQM practices.