From Awareness to Excellence: Exploring Quality Consciousness as a Mediator between TQM Practices and Organizational Performance in Healthcare

Abstract

This study investigates the mediating role of Quality Consciousness between Total Quality Management (TQM) practices and organizational performance (OP) in healthcare settings within the Union Territory of Jammu and Kashmir. Utilizing a quantitative cross-sectional research design, 271 respondents, including doctors, nurses, paramedics, and administrative staff from NABH and non-NABH accredited public hospitals. Stratified random sampling ensured a representative sample. The study employed a five-point Likert scale to measure constructs such as Top Management Commitment (TMC), Customer Focus (CF), Employee Focus (EF), Continuous Improvement (CI), Quality Awareness (QA), Hospital Management Information System (HMIS), Quality Consciousness (QC) and Organizational Performance (OP). Data analysis was conducted using Partial Least Square Structural Equation Modeling (PLS-SEM) in Smart-PLS. The findings indicate that Quality Consciousness has a mediating effect on Organizational Performance. EF emerged as the most influential factor, with the highest beta value, followed by CF and TMC. Indirect effects demonstrated that variables like CF, CI, and HMIS also significantly impact OP through mediator, confirming the multifaceted nature of these relationships. Limitations include the context-specific focus on healthcare, sample size, potential measurement biases, and the cross-sectional design, which limits causal inferences. Future research directions suggest expanding studies to different contexts, employing longitudinal designs, refining measurement scales, and exploring additional mediators and moderators. These insights underscore the need for a holistic approach to understanding the dynamics between TQM practices and organizational performance in healthcare settings.