Search

This study aims to investigate the impact of total quality management (TQM) on patient satisfaction (PS). In addition to this mediating role of perceived service quality (PSQ) for the same has also been studied. The data has been analyzed using regression and correlation analysis on the primary data collected through a close-ended questionnaire. The data from 154 patients in different hospitals in Rawalpindi have been collected by filling up the online Google form. All the items in the questionnaire were based on a five-point Likert scale ranging from strongly agree to strongly disagree. Results of the study indicated an insignificant relationship between total quality management and patient satisfaction. Furthermore, the significant indirect effect of TQM on PS through the mediating role of PSQ further supports the hypothesis. On the basis of the findings of this study, it is suggested that healthcare managers should opt for oriented management strategies for patient satisfaction. Good quality healthcare services result in boosting patient satisfaction. Additionally, to meet the patient's expectations both the technical as well as functional competencies of the healthcare service providers ought to be enhanced. The contribution of this study is the establishment of the indirect effect of total quality management on patient satisfaction through the mediating effect of perceived service quality. [ABSTRACT FROM AUTHOR]

The present study was undertaken for measuring the economic impact of the COVID-19 on Small and Medium Enterprises (SME's) with reference to District Swat. The Primary data was collected from all of the Tehsils of District Swat using a structured questionnaire. For this purpose a sample of 86 SMEs (20%) from all the manufacturing as well as services sector was selected. The collected data was analyzed using descriptive statistics for selected variables through SPSS. According to the findings, majority of the enterprises faced financial issues for retaining their businesses after COVID-19 lockdown. Majority of the SMEs are owned by moderate level of educated people lacking business education and professionalism. Moreover, during COVID-19 SMEs were negatively affected in term of revenues, expenses and profit. In addition, SMEs were also having debt issues which elevated due to COVID-19 lockdown, resulting in taking loans through traditional mechanism to retain their businesses. Government relief programme was also believed as not sustainable/satisfactory by the significant portion during this period. While humanitarian support from landlords in term of rents waive-off was appreciated. Keeping in view its potential, this sector needs to be boosted through professional trainings on financial, management, leadership and other soft skills training program. Furthermore, relief by government support in term additional relief package and free interest loans are recommended. [ABSTRACT FROM AUTHOR]