The Impact of Total Quality Management on Corporate Sustainability in the Healthcare Sector, Corporate Social Responsibility as a Mediator

No Thumbnail Available
Date
2020-12-23
Authors
Quddomi, Diaa
Tamimi, Muna
Habash, Mohammad
Fitian, Nada
Arafat, Tareq
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
The healthcare sector has a variety of challenges and issues that make it one of the most operationally difficult sectors among industries. While this sector continually improves quality, safety and capabilities, it is also the focus of stakeholders’ attention as it has a major impact on sustainability, this led to release global calls demanding it to maintain high level of sustainability. The primary purpose of the current study is to determine the level of implementation of total quality management (TQM), corporate social responsibility (CSR) and corporate sustainability (CS) practices in the Palestinian healthcare organizations. Then, to identify and examine the relationship between TQM and sustainable performance in healthcare organizations as well as investigate contribution of CSR in the relationship between TQM and CS by examine its mediation in the relation. This research targeted the Palestinian healthcare sector and was executed on medical institutions in the West Bank. This study was conducted by using a mixed approach (qualitative and quantitative) to collect data. Interviews and surveys’ data were mainly collected from administrators and quality managers and were analyzed using Smart PLS 3 software. Eight supporting TQM practices were carried in this study, which are; commitment & leadership, teamwork, customer focus and satisfaction, resource management, organizational culture and values, process management, continuous improvement, and training & education. Social, environmental, and financial performances of CS were taken into consideration to be analyzed. While CSR comprised of employees, patients and community aspects. 101 electronic and hard-copied questionnaires were distributed to the Palestinian medical institutions. 86 questionnaires were filled with 85.14% response rate. Findings revealed that TQM practices are implemented at a high level in the Palestinian healthcare organizations. Where the most influence practices were resource management, customer satisfaction, continuous improvement and team work, then comes practices of leadership, employee training, organizational culture and process management. In addition, the results showed several relationships. First, TQM practices have a significant positive impact on the CS in the Palestinian healthcare. Second TQM practices have a significant positive impact on the CSR in the Palestinian healthcare. Third, CSR has a significant positive impact on the CS in the Palestinian healthcare. Finally, CSR has a mediating effect in the relationship between TQM and CS. Keywords: Total Quality Management, Corporate Sustainability, Corporate Social Responsibility, Healthcare, Palestine.
Description
Keywords
Citation