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The public health sector is affected by various challenges, such as operational inefficiencies and poor service delivery. These challenges affect public hospitals' delivery of quality services that meet client expectations. As a result of these issues, public hospitals have adopted the total quality management approach to deal with these challenges. The general objective of this research was to determine the effect of total quality management application on the quality-of-service delivery across public hospitals in Kenya. The study was anchored on a resource-based view, dynamic capabilities, and system approach theories. The research applied a descriptive approach to the target population of 1718 respondents. The sampling approach for the study was a stratified random technique that selected a sample of 250 participants. The findings indicated that employee involvement, technology adoption, continual advancement, and client focus affect service delivery across various public hospitals in Kenya. The research concluded that applying total quality management practices is essential and influences service delivery across various public hospitals. Therefore, the national and county governments are supposed to ensure management’s commitment to the implementation of TQM practices across the county’s healthcare facilities.

The study examined the influence of implementation of continuous quality improvement (CQI) on patient satisfaction in hospitals within Nairobi. Literature from developed countries indicates that the application of continuous quality improvement has a significant influence on customer satisfaction. However, there is limited literature originating from developing countries. This study aimed at understanding the influence of continuous quality improvements such as Innovativeness, Quality Indicators, Information sharing and Risk management on customer (patient) satisfaction. To reinforce the study, theoretical and empirical review on the CQI and customer (patient) satisfaction was conducted from current and classical literature adopting the total quality management theory of profound knowledge, and the expectation confirmation theory. The mixed research design was used to target employees and patients of hospitals within Nairobi, from whom data was collected through a self-administered questionnaire. Simple random sampling was used to select hospital employees while stratified random sampling was used to select the patients. The questions were placed on a five-point Likert scale. The results of this study showed that innovativeness, information sharing, and risk management significantly influenced patients’ satisfaction, while quality indicators had no significant influence on patients’ satisfaction. This study, therefore, concluded that continuous quality improvement positively and significantly predicted patients’ satisfaction within the hospitals in Nairobi. The study findings guided the researcher to recommend among other things, leaders in the healthcare industry to draw customer satisfaction through the CQI application. Achieved through feedback from the patients and utilizing such information to improve the patient experiences. The researcher proposes that future studies be carried to cut across other industries that were not captured.

The performance of the healthcare sector is crucial for delivering optimal patients care and creating efficient healthcare systems. However, Kajiado County in Kenya faces various challenges that obstruct effective performance. This paper aims to assess the impact of operational strategies on performances of public hospitals in Kajiado County, Kenya. Specifically, it aimed to investigate the effect of information management strategy, continuous quality improvement strategy, innovation strategy, and resources management strategy on hospital performance. This study was anchored on balanced scorecard model, resource-based theory, quality improvement theory, and technology acceptance model, and employed a descriptive research design. Primary data was gathered through questionnaires distributed to full-time healthcare workers, following a successful pilot study in Narok County. Data collection utilized the drop-and-pick later method. Statistical Package for the Social Sciences software was used to analyze the data, involving descriptive statistics such as percentages, frequencies, means, and standard deviations while multiple regression model was used to test the relationship between independent variables and the dependent variable. Main findings of the study revealed that there exists a statistically significant relation between information management strategy and hospital performance, as well as continuous quality improvement strategy, innovation strategy, and resource management strategy, respectively. Consequently, the study recommended that the County Health Department should initiate a comprehensive training program for healthcare professionals, collaborate with hospital management to adopt innovative technologies, and identify and address skill gaps while promoting a positive work environment within public hospitals in Kajiado County. These actions aim to enhance hospital performance and ultimately improve patient care in the region.

The purpose of this study was to establish the effect of human resource capabilities on customer relationship management in private hospitals in Kenya. The study adopted a descriptive survey design. It targeted 161 private hospitals which are accredited by NHIF in Kenya and which formed the unit of analysis of the study. Simple random sampling was then be used to obtain the 644 respondents. The researcher utilized a structured questionnaire with a five-point Likert scale to gather the data. The collected data were coded and entered in SPSS for further analysis. Descriptive and inferential analysis was conducted. The findings found there is indeed a positive statistically significant relationship between human resource capability and customer relationship management. However, human resource capabilities had the least effect with 31.5% implying that most private hospitals either do not have enough staff, the reward system is not adequate, there is no staff involvement, or either there is no career progression and therefore staff was not satisfied. This can also imply that the managements were keener on other drivers that are directly involved in customers like information technology infrastructure. The study recommends that hospitals should stand out from the competitors by hiring highly skilled staff as well as embracing an integrated patient-centric efficient care delivery for the successful delivery of effective CRM. Managers should recognize that human resource capability is valuable, rare, irreplaceable, and difficult to imitate; therefore, it is crucial for creating sustainable competitive advantages, and if utilized appropriately, it can improve the CRM of an organization.

The performance of the healthcare sector is crucial for delivering optimal patients care and creating efficient healthcare systems. However, Kajiado County in Kenya faces various challenges that obstruct effective performance. This paper aims to assess the impact of operational strategies on performances of public hospitals in Kajiado County, Kenya. Specifically, it aimed to investigate the effect of information management strategy, continuous quality improvement strategy, innovation strategy, and resources management strategy on hospital performance. This study was anchored on balanced scorecard model, resource-based theory, quality improvement theory, and technology acceptance model, and employed a descriptive research design. Primary data was gathered through questionnaires distributed to full-time healthcare workers, following a successful pilot study in Narok County. Data collection utilized the drop-and-pick later method. Statistical Package for the Social Sciences software was used to analyze the data, involving descriptive statistics such as percentages, frequencies, means, and standard deviations while multiple regression model was used to test the relationship between independent variables and the dependent variable. Main findings of the study revealed that there exists a statistically significant relation between information management strategy and hospital performance, as well as continuous quality improvement strategy, innovation strategy, and resource management strategy, respectively. Consequently, the study recommended that the County Health Department should initiate a comprehensive training program for healthcare professionals, collaborate with hospital management to adopt innovative technologies, and identify and address skill gaps while promoting a positive work environment within public hospitals in Kajiado County. These actions aim to enhance hospital performance and ultimately improve patient care in the region.

The public health sector is affected by various challenges, such as operational inefficiencies and poor service delivery. These challenges affect public hospitals' delivery of quality services that meet client expectations. As a result of these issues, public hospitals have adopted the total quality management approach to deal with these challenges. The general objective of this research was to determine the effect of total quality management application on the quality-of-service delivery across public hospitals in Kenya. The study was anchored on a resource-based view, dynamic capabilities, and system approach theories. The research applied a descriptive approach to the target population of 1718 respondents. The sampling approach for the study was a stratified random technique that selected a sample of 250 participants. The findings indicated that employee involvement, technology adoption, continual advancement, and client focus affect service delivery across various public hospitals in Kenya. The research concluded that applying total quality management practices is essential and influences service delivery across various public hospitals. Therefore, the national and county governments are supposed to ensure management’s commitment to the implementation of TQM practices across the county’s healthcare facilities.

The purpose of this study was to establish the effect of human resource capabilities on customer relationship management in private hospitals in Kenya. The study adopted a descriptive survey design. It targeted 161 private hospitals which are accredited by NHIF in Kenya and which formed the unit of analysis of the study. Simple random sampling was then be used to obtain the 644 respondents. The researcher utilized a structured questionnaire with a five-point Likert scale to gather the data. The collected data were coded and entered in SPSS for further analysis. Descriptive and inferential analysis was conducted. The findings found there is indeed a positive statistically significant relationship between human resource capability and customer relationship management. However, human resource capabilities had the least effect with 31.5% implying that most private hospitals either do not have enough staff, the reward system is not adequate, there is no staff involvement, or either there is no career progression and therefore staff was not satisfied. This can also imply that the managements were keener on other drivers that are directly involved in customers like information technology infrastructure. The study recommends that hospitals should stand out from the competitors by hiring highly skilled staff as well as embracing an integrated patient-centric efficient care delivery for the successful delivery of effective CRM. Managers should recognize that human resource capability is valuable, rare, irreplaceable, and difficult to imitate; therefore, it is crucial for creating sustainable competitive advantages, and if utilized appropriately, it can improve the CRM of an organization.

The study examined the influence of implementation of continuous quality improvement (CQI) on patient satisfaction in hospitals within Nairobi. Literature from developed countries indicates that the application of continuous quality improvement has a significant influence on customer satisfaction. However, there is limited literature originating from developing countries. This study aimed at understanding the influence of continuous quality improvements such as Innovativeness, Quality Indicators, Information sharing and Risk management on customer (patient) satisfaction. To reinforce the study, theoretical and empirical review on the CQI and customer (patient) satisfaction was conducted from current and classical literature adopting the total quality management theory of profound knowledge, and the expectation confirmation theory. The mixed research design was used to target employees and patients of hospitals within Nairobi, from whom data was collected through a self-administered questionnaire. Simple random sampling was used to select hospital employees while stratified random sampling was used to select the patients. The questions were placed on a five-point Likert scale. The results of this study showed that innovativeness, information sharing, and risk management significantly influenced patients’ satisfaction, while quality indicators had no significant influence on patients’ satisfaction. This study, therefore, concluded that continuous quality improvement positively and significantly predicted patients’ satisfaction within the hospitals in Nairobi. The study findings guided the researcher to recommend among other things, leaders in the healthcare industry to draw customer satisfaction through the CQI application. Achieved through feedback from the patients and utilizing such information to improve the patient experiences. The researcher proposes that future studies be carried to cut across other industries that were not captured.