Total Quality Management and Healthcare Service Delivery in National Government Referral Hospitals in Kenya

Abstract In recent years, the implementation of robust Total Quality Management (TQM) has played a pivotal role in enhancing healthcare service delivery, a crucial factor for the well-being of individuals. In Kenya, despite the existence of established social health mechanisms, healthcare service delivery faces significant challenges. The objective of the study was to examine the effect of Total Quality Management on Healthcare Service Delivery (HSD) in National Government Referral Hospitals in Kenya. The research is grounded in three theoretical frameworks: Stakeholder Theory, Resource-Based View Theory, and Contingency Theory, which explain how internal resources and contextual factors affect healthcare service delivery. Using a positivist philosophy and a descriptive research design, the study targeted a sample of 199 hospital management respondents and 100 patients from National Government Referral Hospitals in Kenya. Data was collected using structured questionnaires and data collection sheets, ensuring validity and reliability through expert reviews and Cronbach’s Alpha. Statistical analyses, including descriptive analysis, factor analysis, and regression analysis, were employed to test the hypotheses and assess the statistical significance of the effects. The findings revealed a positive and statistically significant effect of TQM on healthcare service delivery, with improvements in service outcomes directly linked to its implementation. The study highlights the importance of adopting a comprehensive approach to TQM in healthcare settings, emphasizing the need for continuous improvement practice. The study recommends that hospitals should focus on enhancing service quality through effective management practices, promoting employee engagement, and ensuring consistent service delivery to improve overall patient satisfaction and health outcomes.