The relationship between unlimited improvement and service quality – A research in Libyan hospitals

Authors : Zuhair SABOUN

Pages : 1-22

View : 39 | Download : 27

Publication Date : 2023-07-04

Article Type : Research Paper

Abstract :Quality is one of the most important aspects in any organization as it can be the differentiating factor in competitive market environments. Therefore, quality management systems and concepts emerged to enable an organization to implement quality processes and systems, evaluate them, and continue monitoring them for a sustained and improved quality level. Service quality and unlimited improvement are part of quality management concepts, which are focused on specific quality areas within the organization. Service quality is beneficial for all organizations, especially if the core business is dependent on provided services. Moreover, unlimited improvement is a modern concept that works on extending quality to all aspects within the organization. In this research, the relationship between service quality and Unlimited Improvement is assessed based on the case study of Libyan healthcare establishments, i.e. hospitals. The researcher collected 413 questionnaires that included reliable scales of both quality management concepts. The results of the analysis show that there is a positive relationship between service quality and unlimited improvement, with medium strength correlation coefficient.
Keywords : Unlimited Improvement, Service Quality, Healthcare, hospitals