Quality Management Culture and Healthcare Service Quality: The Mediating Role of Reward Systems

Abstract

Aim: This study examines the relationship between quality management culture and service quality, focusing on the mediating role of a reward system.

Objective: The issue of healthcare quality has garnered increasing attention from scholars, particularly in low- and middle-income countries, including Taiwan. Effective quality management in healthcare delivery can enhance patient care, improve service quality, and increase patient satisfaction. Consequently, hospital administrators continuously seek management strategies to strengthen employees’ ability to provide high-quality care. This study explores the relationship between quality management culture and service quality through reward policy

Methods: This cross-sectional study utilized a questionnaire survey to collect data from hospitals in central Taiwan. A total of 215 responses were analyzed.

Results: The findings indicate that a strong quality management culture positively influences the implementation of reward policies and employees' perceptions of service quality. Furthermore, the reward policy serves as a mediator in the relationship between quality management culture and employees' perceptions of service quality.

Conclusion: To enhance service quality in healthcare settings, hospital administrators should cultivate a robust quality management culture and implement effective reward policies to motivate employees.