إشراف : نجوى متولي كشكوشة.

رسائل الماجستير الجامعية 2014

مناقشة : إلهام الشافعي محمد محمود، إبراهيم بن علي الدخيل.

ملاحق : ورقة 175-185.

أطروحة (ماجستير)-جامعة نايف العربية للعلوم الأمنية، كلية الدراسات العليا، قسم العلوم الإدارية، 2014.

ببليوجرافية : ورقة 168-174.

غير مسموح بالاستعارة الخارجية.

Study Title: The Relation of Total Quality Control Standards Application and Customers Satisfaction in King Abdulaziz Medical City for National Guard from the Point of Views of Customers.
Student: Fatma Mushabab Ali Al-Essam Al-Qahtani
Advisor: Prof. Nagwa Mitwally Kashkousha
Research Problem :
The research problem is summarized in studying the relation of total quality control standards application and customers satisfaction in King Abdulaziz Medical City in National Guard from the point of views of customers.

Study Population and Sample :
The study population consists of inpatients and their companions at surgery department and children tumors department King Abdulaziz medical City for National Guard in Riyadh for a month with a total of (600) individuals. A sample was selected using statistical equations with a total of (208) individuals which was within the minimum limit of study sample determined by statistical equations.

Research Methodology :
The researcher used descriptive methodology via survey by questionnaires as a research methodology to collect data.

Main Results :
1 - The total quality control standards applied to achieve customers satisfaction in King Abdulaziz medical City for National Guard in Riyadh at a high degree are: asking inpatients about the presented health care services quality, accuracy in determining training assessments required to apply quality control management, and allowing continuous improvement of supportive care services for companions.
2 - The important needs participate in applying total quality control standards to achieve customers satisfaction in King Abdulaziz medical City for National Guard in Riyadh at a high degree are: improving staff members performance in King Abdulaziz medical City for National Guard in Riyadh, fast reply of patients requirements, and allowing work environment enable to innovate.
3 - The total quality control participations in achieving customers satisfaction in King Abdulaziz medical City for National Guard in Riyadh at a high degree are: accuracy in achieving health care patients requirements, providing inpatients with fine comprehensive information about their physical health case, and urgent providing inpatients and their companions with their requirements.
4 - The important obstacles affect total quality control standards application required to achieve customers satisfaction in King Abdulaziz medical City for National Guard in Riyadh at a high degree are: deficiency in qualified human resources required to apply total quality control in health care, applying programs not accommodate with total quality control in health establishments, and absence of training programs required to evaluate King Abdulaziz medical City for National Guard staff members to apply total quality control.
5 - The important methods required to overcome obstacles affect total quality control standards application required to achieve customers satisfaction in King Abdulaziz medical City for National Guard in Riyadh at a high degree are: evaluation of human resources required to apply total quality control in health care, confirming international quality standards in health care field, and providing King Abdulaziz medical City for National Guard staff members with training programs in total quality control.
6 - There are no differences of statistical significance among study members towards the relation of total quality control standards application and customers satisfaction in King Abdulaziz Medical City in National Guard corresponding to their ages.

Main Recommendations :
1 - Allowing health care services in King Abdulaziz Medical City in National Guard to meet with most modern total quality standards in both health care services field and supportive services field.
2 - Evaluating human resources and saving technical resources, financial resources required to apply total quality control in health care field continuously to reach the highest level of confirmed service in international standards.
3 - Selecting total quality control programs accommodate with health care services and supportive services nature and characters.