Abstract
Hospitals today are pressured to move away from the conventional health services management techniques and provide higher-quality health care to survive in intense competition. In our study, we aimed to develop health care evaluation criteria for the mental health care sector based on the existing Malcolm Baldrige National Quality Award model, and verify the causality of the evaluation model to lay groundwork for future research on the outcomes of national quality awards for mental health care. We focused on comparison groups comprising five state-operated mental hospitals in Korea using 92 survey questions derived from the MBNQA criteria for health care through structural equation modeling techniques. We verified that Leadership drives Foundation and Direction, which affect System that creates Results with 15 hypotheses supported out of 18 hypotheses established. We believe our findings will provide valuable implications to the top management of mental hospitals for self-examining quality management and promoting competitiveness.
Similar content being viewed by others
References
Anderson, J. C., Rungtusanatham, M., & Schroeder, R. J. (1994). A theory of quality management underlying the deming management method. Academy of Management Review, 19(3), 472–509.
Barclay, C. A. (1993). Quality strategy and TQM policies: Empirical evidence. Management International Review, 1(1), 87–98.
Bin, H. J. (2002). A study on effect of health services quality on purchase intention, MA dissertation, Department of Management, Dong Ah University, Korea.
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17, 375–384.
Boulding, W., Kalra, A., Stealin, R., & Zeithaml, V. (1993). A dynamic process model of service quality from expectations to behavioral Intentions. Journal of Marketing Research, 30(2), 7–27.
Carman, J. M., Shortell, S. M., Foster, J. M., Hughes, E. F. X., Boerstler, H., O’Brien, J. L., et al. (1996). Keys for successful implementation of total quality management in hospitals. Health Care Management Review, 21(1), 48–60.
Cho, H. J. (1999). Empirical analysis on relations among health care quality and customer satisfaction variables. Korea Journal of Hospital Management, 4(1), 171–189.
Choi, G. S. (2000). Structural analysis on effect of health care quality on patient satisfaction, service value, and re-use intention, Ph.D. dissertation, Department of Management, Yonsei University, Seoul, Korea.
Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(7), 55–68.
Cronin, J. J., Jr., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions minus expectations measurement of service quality. Journal of Marketing, 58(1), 125–131.
Deming, W. E. (1986). Out of the crisis. MA: MIT Center for Advanced Engineering.
Douglas, T. J., & Judge, W. Q., Jr. (2001). Total quality management implementation and competitive advantage: The role of structural control and exploration. Academy of Management Journal, 44, 158–169.
Easton, G., & Jarrell, S. (1998). The effects of total quality management on corporate performance: An empirical investigation. Journal of Business, 71(2), 253–307.
European Foundation for Quality Management. (2006). Excellence Model (2006) Self-Assessment Manual. Available at: www.efqm.org/
Flynn, B. B., & Saladin, B. (2001). Further evidence on the validity of the theoretical models underlying the Baldrige criteria. Journal of Operations Management, 19, 617–652.
Ghobadian, A., & Woo, H. S. (1994). Characteristics, benefits and shortcomings of four major quality awards. International Journal of Quality & Reliability Management, 13(2), 10–44.
Hackman, J. R., & Wageman, R. (1995). Total quality management: Empirical, conceptual, and practical issues. Administrative Science Quarterly, 40(2), 309–342.
Han, S. S., Sohn, I. S., Gu, J. C., & Lee, S. C. (2007). A study on quality factors of health services on patient loyalty: Using SERVPERF scale. Korea Journal of Quality Management, 35(1), 61–72.
Ishikawa, K. (1976). Guide to quality control. Tokyo: Asian Productivity Organization.
Jennings, K., & Westfall, F. (1994). A survey-based benchmarking approach for health care using the Baldrige Quality Criteria. The joint Commission Journal on Quality Improvement, 20(9), 500–509.
Juran, J. M. (1986). The quality trilogy: A universal approach to managing for quality. Quality Progress, 19(8), 19–24.
Korean Hospital Association. (2011). Hospital management statistics. Korea: Seoul.
Lascelles, D. M., & Dale, B. G. (1989). A review of the issue involved in quality improvement. International Journal of Quality & Reliability Management, 5, 76–94.
Lee, M. A. (2001). A study on nursing service perceived by consumers and providers. Korea Journal of Nursing, 33(6), 772–783.
Lee, K. W. (2003a). A study on effect of health care perception and satisfaction on re-visit intention. Korea Journal of Hospital Management, 8(3), 143–160.
Lee, M. A. (2003b). A study on perception difference and measurement tools for nursing service quality. Korea Journal of Nursing, 30(5), 1121–1132.
Mandal, P. (2004). Data quality in statistical process control. Total Quality Management, 15(1), 89–103.
Meyer, M. S., & Collier, A. D. (2001a). An empirical test of the causal relationship in the Baldrige health care pilot criteria. Journal of Operations Management, 19(4), 403–425.
Meyer, S., & Collier, D. A. (2001b). Contrasting the original Malcolm Baldrige National Quality Award and the Health Care Pilot Award. Quality Management in Health Care, 6(3), 12–21.
Meyer, S., & Schweikhart, S. (2002). Empirical Support for the Baldrige Award Framework in U.S. Hospitals. Health Care Management Review, 27(1), 62–75.
Moon, J. Y., Lee, S. C., & Seo, Y. H. (2006). Developing measurement tools for korea national quality award efficiency. Korea Journal of Quality Management, 34(2), 22–32.
National Institute of Standards and Technology. (1995). Malcolm Baldrige National Quality Award. MD: United States Department of Commerce, Technology Administration.
National Institute of Standards and Technology. (2006). Malcolm Baldrige National Quality Award. MD: United States Department of Commerce, Technology Administration.
Noh, J. O. (2002). Empirical analysis on effect of health services value on patient satisfaction, Ph.D. dissertation, Department of Management, Kyung Sung University, Korea.
Pannirselvam, G. P., & Ferguson, L. A. (2001). A study of the relationships between the Baldrige categories. International Journal of Quality and Reliability Management, 18(1), 14–34.
Parasuraman, A., Ztithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi item scale for measuring consumer perception of service quality. Journal of Retailing, 64(4), 12–40.
Peters, T. (1988). Facing up to the need for a management revolution. Sloan Management Review, 13(4), 7–37.
Rao, S. S., Solis, L. E., & Raghunathan, T. S. (1999). A framework for international quality management research: Development and validation of a measurement instrument. Total Quality Management, 10(7), 1047–1075.
Shortell, S. M., O’Brien, J. L., Carman, J. M., Foster, R. W., Hughes, E. F. X., Boerstler, H., et al. (1995). Assessing the impact of continuous quality improvement/total quality management: concept versus implementation. Health Services Research, 30(2), 377–401.
Su, C. T., Li, S. C., & Su, C. H. (2003). An empirical study of the Taiwan National Quality Award causal model. TQM & Business Excellence, 14(8), 875–893.
Tillery, K. R., & Rutledge, A. L. (1991). Quality-strategy and quality-management connections. International Journal of Quality & Reliability Management, 8(1), 71–77.
Wilson, D. D., & Collier, D. A. (2000). An empirical investigation of the Malcolm Baldrige National Quality Award Casual Model. Decision Sciences, 31(2), 361–390.
Woodside, A. G., Frey, L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intension. Journal of Health Care Marketing, 9(4), 5–17.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(4), 31–46.
Conflict of interest
The authors of this study do not have financial conflicts of interest.
Author information
Authors and Affiliations
Corresponding author
Additional information
This study provides implications to the mental health care industry in terms of health care evaluation and quality improvement.
Rights and permissions
About this article
Cite this article
Kim, YK., Oh, HJ. Causality Analysis on Health Care Evaluation Criteria for State-Operated Mental Hospitals in Korea Using Malcolm Baldrige National Quality Award Model. Community Ment Health J 48, 643–651 (2012). https://doi.org/10.1007/s10597-011-9455-0
Received:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s10597-011-9455-0