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Investigating the impact of comprehensive quality management on organizational performance and customer satisfaction in selected hospitals in Tehran
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Noushad Zarghami   , Hasan Rangriz , Majid Nodast , Saeed Ghasemi , Ali Soltani |
| Faculty of Management & Kharazmi University |
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Abstract: (61 Views) |
The purpose of this research is to investigate the impact of comprehensive quality management on organizational performance and customer satisfaction in selected military hospitals in Tehran. In this regard, the current research is descriptive of the correlation type and in terms of data collection is field. The statistical population of this research consisted of all high and middle managers of Hajar Hospital, Shahid Roshandel Hospital and 505 Army Ground Force Hospital in Tehran, and in 1403, the number of managers of these three hospitals was 150 people, using Morgan's table, 108 people with Simple random sampling method was chosen. SPSS statistical software was used to test hypotheses and analyze data, and PLS software was used to model structural equations. The findings showed that total quality management has a significant effect on customer satisfaction. Also, comprehensive quality management has a significant effect on organizational performance. In addition, customer satisfaction has a significant effect on organizational performance. Also, the findings indicate that customer satisfaction mediates the relationship between total quality management and organizational performance, and this hypothesis has been confirmed.
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Article number: 02 |
| Keywords: comprehensive quality management, organizational performance, customer satisfaction, service quality |
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Full-Text [PDF 652 kb]
(31 Downloads)
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Type of Study: Research |
Subject:
General
Received: 2024/09/9 | Accepted: 2025/04/29 | Published: 2025/05/29
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