Fiakpa, Ernest Afene (2020) Measuring Employee Satisfaction using Total Quality Management Practices: An Empirical Study of Nigerian General Hospitals. Other Degree thesis, Victoria University.

Abstract

This research focuses on improving service quality by identifying TQM practices that could influence employee satisfaction to deliver efficient healthcare services that meet patients’ needs and expectations in Nigerian general hospitals. Public healthcare in Nigeria faces several challenges, including providing quality services and patients satisfaction. While Nigerian general hospitals aim to satisfy patients, the management ignores the employees’ satisfaction and, as such, has resulted in undesirable deficiencies. There is a need to balance the system through effective management of employees to achieve the higher service delivery lacking in the sector and has led to poor perception of the general hospitals. The study adopted a quantitative method, using a self-administered questionnaire and online survey from a total of 328 respondents (39 Doctors, 67 Nurses, 58 administrative staffs; 74 patients, 62 family members of patients, and 28 friends of patients) from two public hospitals in the states of Delta and Abuja, Nigeria. Using PLS-SEM, data analysis was carried out following the hierarchical component modelling approach. The study found positive links among TQM practices, employee satisfaction, service quality, and patient satisfaction. However, employee satisfaction has no impact on patient satisfaction, as the relationship was mediated by service quality. It was established that employees' perception of service quality differs from that of patients in the Nigerian general hospital. The study contributes to knowledge by clarifying employee satisfaction as an essential link to improving service quality and patient satisfaction and has significant implications for improving service quality and stakeholders’ satisfaction in hospitals.

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