The mediating role of the quality of health services on the relationship between total quality management and customers satisfaction: Case study of Tripoli Medical Centre – Libya

Abstract

The purpose of this research is to examine how comprehensive quality management has affected the level of service and happiness of patients at Libya's Tripoli Medical Center. Additionally, we will examine the effect on satisfaction that is indirect. In light of relevant prior research, a questionnaire was designed to gather information from the study population in order to accomplish the study's stated goal. Three hundred ninety-one people, comprising 391 employees and 391 patients, from Libya's Tripoli Medical Center made up the study sample. According to statistical research, the quality of health services has a statistically significant impact on the relationship between total quality management and customer satisfaction at Libya's Tripoli Medical Center. Consistently using the tenets of total quality management—which center on the customer, his wants and needs, and the significance of quickly fixing any issues that may emerge—is the most crucial recommendation among the study's several recommendations. To improve and develop the quality of health services, overall quality management includes supporting senior management, focusing on consumers, and continuously improving internal procedures and processes.