This research examines the relationship between quality management (QM) practices and performance in the healthcare industry via the conduct of three studies. The results of this research contribute both to advancing QM theory as well as in developing a unique text mining method that is illustrated by examining QM in the healthcare industry. Essay 1 explains the relationship between operational performance and QM practices in the healthcare industry. This study analyzed the findings from the literature using meta-analysis. We applied confirmatory semantic analysis (CSA) to examine the Baldrige winners' applications. Essay 2 examines the benefits associated with an effective QM program in the healthcare industry. This study addressed the research question about how effective QM practice results in improved hospital performance. This study compares the performance of Baldrige Award-winning hospitals with matching hospitals, state average, and national average. The results show that the Baldrige Award can lead to an increase in patient satisfaction in certain periods. Essay 3 discusses the contribution of an online clinic appointment system (OCAS) to QM practices. An enhanced trust model was built on understanding the mechanism of patients' trust formation in the OCAS. Understanding the determinants related to patients' trust and willingness to use OCAS can provide valuable guidance for medical institutions to establish health information technology-based services in the quality service improvement programs. This research has three significant contributions. First, this research analyzes the role of QM practices in the healthcare industry. Second, this research attempts to develop a unique text mining method. Third, this research provides a validated trust model and contributes to the body of research on the trust of healthcare information technology.
| Identifer | oai:union.ndltd.org:unt.edu/info:ark/67531/metadc1707309 |
| Date | 08 1900 |
| Creators | Xie, Heng |
| Contributors | Prybutok, Victor R., Hassanmirzaei, Foad, Prybutok, Gayle, Peng, Xianghui |
| Publisher | University of North Texas |
| Source Sets | University of North Texas |
| Language | English |
| Detected Language | English |
| Type | Thesis or Dissertation |
| Format | vii, 81 pages : illustrations, Text |
| Rights | Public, Xie, Heng, Copyright, Copyright is held by the author, unless otherwise noted. All rights Reserved. |
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