全面質量管理對肯尼亞醫院組織績效的中介作用

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题名:	全面質量管理對肯尼亞醫院組織績效的中介作用
作者:	Ngila, Dennis Musyoki
贡献者:	經營管理學系
关键词:	全面品質管理、Total Quality Management
日期:	2018
上传时间:	2018-06-14 08:06:09 (UTC+0)
出版者:	亞洲大學
摘要:	摘要研究目的- 本研究的目的是探討實施全面品質管理（TQM）後，對肯亞東部地區的公立醫院之組織績效（OP）所造成影響。研究設計與方法-本研究的主要數據來自於次級資料，透過定量研究法和實證來檢驗所提出的假說，並確認彼此之間的關係。研究價值- 於目前有限的文獻中發現全面品質管理的實施已經是服務業與製造業不可或缺。未來在肯亞醫院是關鍵的服務業，所以本研究探討全面品質管理在醫院組織績效方面的實施所帶來的影響。研究發現- 策略品質計畫（SQP）是全面品質管理最有影響力的變數，而顧客導向則被認為是對組織績效影響最大的變數。全面品質管理是在自變數（策略品質計畫，顧客導向）和依變數（組織績效）之間起中介作用。調查結果 – 透過研究發現以下兩項管理所帶來的影響。首先，醫院管理者可以藉由全面品質管理提高醫院績效。其次，解釋和驗證每個變數對組織績效的影響程度。研究限制 - 本研究僅限於肯尼亞兩家最大的公立醫院，不包含私立醫院。關鍵字: 全面品質管理、策略品質計畫、顧客導向、組織績效、肯亞、肯亞公共衛生 ABSTRACT Purpose – The purpose of this paper is to examine the effect of Total Quality Management Implementation (TQMI) on organizational performance (OP) of public hospitals in in the Eastern region in Kenya. Design/methodology/approach – This study uses a quantitative approach to test the proposed hypotheses. Empirical research design is used in this research to determine the relationship between constructs. Primary data collection is used to gather data. Originality/value – Limited studies have examined Total Quality Management implementation in the service industry as related to the manufacturing industry. This study provides a better understanding about Total Quality Management implementation on hospital organizational performance, which is an essential and crucial service industry in Kenya. Findings – Strategic Quality Planning (SQP) is identified as the most influential variable toward Total Quality Management Implementation while Customer Orientation is identified as the most influential variable towards Organizational Performance. Total Quality Management Implementation has a mediating effect between the independent variables (Strategic Quality Planning, Customer Orientation) and the dependent variable (Organizational Performance). Practical implications - The findings of this research imply several managerial implications. First hospital managers that give significance to Total Quality Management can achieve high levels of performance. Secondly it also gives an explanation and evidence to what extent does each variable influence the dependent variable Organizational Performance. Research Limitations - This research is limited to two largest public hospitals in Kenya and does not include private hospitals. Keywords: Total Quality Management; Strategic Quality Planning; Customer Orientation; Organizational performance; Public healthcare in Kenya, Kenya.
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