Chapter 5

Total Quality Management (TQM) Implementation and Impact Assesment in Healthcare: A Comprehensive Analysis

• Geetha Joshi (Assistant Professor Dayananda Sagar Business School, Bangalore)

In

Advances in Interdisciplinary Research in Engineering, Business Management and Social Sciences

ISBN

978-81-963834-1-1

Published

11 July 2026

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Abstract

This qualitative research sought to understand and answer TQM's issues in healthcare. Service quality issues and TQM implementation hurdles are examined. Methodology/Approach: TQM implementation challenges investigated using a conceptual model. TQM has three primary components: implementation hurdles, Critical Success Factors, and benefits. Health care providers and patients were questioned using questionnaires. Seven hypotheses were created to evaluate how TQM may be achieved regardless of impediments. Findings: TQM can improve SQ, customer satisfaction, employee loyalty, profitability, and shareholder value in the right setting with dedicated leadership and enabling infrastructure. For industrial performance, TQM can deliver high-quality medical care. Limitations and Implications: Semi-structured research questionnaires were used during interviews. Review and questionnaire biases may exist. Originality and paper value:The research benefits from medical staff and patients' viewpoints on SQ features such quality circle, continuous improvement, employee empowerment, and customer-focused approach.

Keywords: Total Service Quality, Healthcare, Organisational Excellence, Perceived Satisfaction, And Operational Eficiency