Abstract:
The main purpose of the study was to analyse the effect of total quality
management, contextual factors, and internal marketing on patient satisfaction
among public hospitals in Ghana. In order to achieve the purpose of the study,
five specific objectives and five hypotheses were formulated. The study was
centered on three theories – the resources-based theory, affective events theory
and general contingency theory. The study adopted the positivist philosophical
paradigm, quantitative research approach and the explanatory research design
for the study. This research was conducted in all five teaching hospitals in
Ghana. Teaching hospitals play important roles in quality healthcare delivery
in Ghana. A total sample size of 468 respondents were considered. The data
collection instrument for the study was questionnaire. Due to the nature of the
study’s objectives, the structural equation model was employed in analysing
the objectives of the study. The study found that total quality management
enhances and fosters patient satisfaction by delivering quality services that
would keep patients coming back again. Also, internal marketing has
significant positive effect on patient satisfaction among public hospitals in
Ghana. Again, contextual factors influenced patient satisfaction among public
hospitals in Ghana. Contextual factors also moderated the relationship
between total quality management and patient satisfaction among public
hospitals in Ghana. Finally, internal marketing mediated the relationship
between total quality management and patient satisfaction among public
hospitals in Ghana. The study recommended that management of the public
teaching hospitals should empower their employees to enhance their
contribution towards patient satisfaction.
