Quality Management Practices and Performance of Public Healthcare Institutions in Tharaka Nithi County, Kenya
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Date
2025-05
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
A Research Project Submitted to the School of Business, Economics & Tourism in Partial Fulfilment of the Requirment for the Award of Master of Business Administration (Strategic Management), Kenyatta University, May 2025
Supervisor
1.Stephen Muathe
Description
The developments in the global economy have compelled public healthcare institutions in Kenya to implement strategies aimed at market expansion, customer satisfaction enhancement, and operational efficiency improvement on a worldwide scale. The Tharaka Nithi county government and the Kenyan national government have instituted attempts to improve public healthcare facilities; nonetheless, their efficacy continues to fall short of the requisite requirements. The World Health Organization states that Kenya's public healthcare facilities delivered 75% unsatisfactory services to clients, with service quality remaining at 6.6% from 2017 to 2020. Consequently, the relationship between quality management techniques and the performance of public healthcare facilities was examined in this research. The research specific focus was on customer focus, continuous improvement and top management commitment and their effect on performance. The Balance Scorecard model, six sigma theories and the upper echelon theory anchored the study. The research employed descriptive research method. The target audience was eight hundred and eighty-three staff of public healthcare institutions in Tharaka Nithi County, Kenya. Stratified random sampling techniques were utilized to select 275 respondents, ascertained by a scientific methodology. Primary data was gathered through a structured questionnaire that was self-administered. A pilot test of twenty-eight respondents was done. The research tool’s reliability and validity was evaluated utilizing Cronbach's alpha coefficient, with a threshold of 0.7 or higher. The results were that customer focus (p<0.05), continual improvement (p<0.05) and top management commitment (p<0.05) all had significant effect on success of public healthcare institutions in Tharaka Nithi County, Kenya. The research concluded that customer focus, continuous improvement and top management commitment are significant total quality management practices that influence organizational performance. The research recommended that personnel in public healthcare institutions in Tharaka Nithi County should be incentivized to address consumer inquiries expeditiously to enhance efficiency. The operational managers and all other leaders of operational areas in the public healthcare institutions in Tharaka Nithi County formulate their processes efficiently to facilitate informed decision-making. Staff ought to be motivated to utilize reported errors as a foundation for enhancing operations. More should be done by the top management team working with public healthcare institutions in Tharaka Nithi County through provision of effective strategic leadership and articulation of quality vision and mission to employees