International Journal of Management and Marketing Research Vol 13, No 1, 2020, pp 1 13 ISSN 1931 0269 (print) ISSN 2157 0698 (online) www theIBFR com 1 TOTAL QUALITY MANAGEMENT A MEDIATING FACTOR IN THE RELATIONSHIP BETWEEN CUSTOMER EXPECTATIONS AND SATISFACTION Thi Le Ha Nguyen, Kanazawa University Keisuke Nagase, Kanazawa University ABSTRACT Patient satisfaction is a useful metric for evaluating service quality in healthcare organizations This study examined total quality management as a facto[.]