Browsing by Author "Mbaluto, Evan Muuo"

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    Total Quality Management Practices and Service Delivery in Health Care Sector at Machakos County Level V Hospital
    (Kenyatta University, 2025-11) Mbaluto, Evan Muuo
    Total Quality Management (TQM) is widely adopted to enhance service delivery through continuous improvement, effective communication, employee involvement, and customer-centered systems. While progress has been made globally and locally, many healthcare facilities still face challenges such as limited resources, leadership gaps, and increasing patient demands. In Kenya, these challenges persist in county hospitals, including Machakos Level V Hospital, a key referral and teaching facility. Understanding how TQM practices affect service delivery in such a context is therefore essential. This study examined the effect of managerial commitment, customer focus, and internal communication on service delivery at Machakos Level V Hospital. Guided by Deming’s Theory of Quality Management and Customer Focus Theory, the study used a descriptive research design. The target population was 728 staff members, from which a sample uof 171 respondents was selected through stratified random sampling, while six management representatives were purposively selected for interviews. Data were collected using structured qestionnaires and interview guides, then analyzed using SPSS through descriptive statistics and Pearson correlation. Findings showed that all three TQM components had a significant positive effect on service delivery, with customer focus showing the strongest effect, followed by internal communication and managerial commitment. Strengths were identified in interpersonal care and supportive leadership, while gaps persisted in performance monitoring, patient feedback integration, and stakeholder engagement. The study concludes that strengthening TQM practices is essential for improving service delivery at Machakos Level V Hospital. It recommends enhancing leadership accountability, institutionalizing patient-centered systems, improving monitoring and evaluation processes, and integrating TQM within county health management strategies to support more efficient and responsive healthcare services