Examining total quality management and strategic health services delivery in healthcare institutions

Healthcare institutions, as they play a critical role in the sustainability of human life, require management approaches aimed at continuously improving service quality. In this context, Total Quality Management (TQM) aims to strengthen patient-centered service delivery by focusing not only on the outcome but also on continuous improvement and employee involvement at every stage of the process. In the face of increasing patient expectations, advancing technology, and competitive pressure, hospitals are turning to TQM practices to enhance patient satisfaction, trust, and loyalty. Previous studies have also shown that TQM is an effective method for improving the quality of healthcare services. The aim of this study is to examine the effect of Total Quality Management (TQM) in improving service quality in healthcare institutions. The research aims to assess the perceptions of healthcare professionals in Istanbul regarding TQM and healthcare service quality (HSQ). Data collected from 407 healthcare professionals through surveys were analyzed using the Statistical Package for the Social Sciences (SPSS) program. In addition to descriptive statistics, variance analysis (ANOVA) and correlation analysis were applied based on variables such as profession, age, and education level. Significant differences in the perceptions of both TQM and HSQ were observed based on gender, education, profession, and marital status. No statistically significant difference was found in terms of the means of TQM and HSQ across age groups. The correlation analysis revealed significant and positive relationships between the dimensions of Total Quality Management (TQM) and Healthcare Service Quality (HSQ).