ANALYSIS OF THE INFLUENCE OF TOTAL QUALITY MANAGEMENT (TQM) STRATEGY ON IMPROVING THE QUALITY OF SERVICE IN HOSPITALS ANDIMAS MERANGIN DISTRICT INDONESIA

Mega wati, Ermi Girsang, Sri Lestari Ramadhani Nasution

Abstract


This study aimed to analyze the effect of the TQM strategy on improving service quality at Andimas Hospital Merangin District. This research is a quantitative research design using a cross sectional study which was carried out at the Andimas Hospital Merangin Regency in 2024. The sample size was determined by the total population formula, namely 202 people. The data were analyzed using the Chi Square test and Logistic Regression Test. The results of the univariate study showed that out of 202 respondents, the majority of respondents were > 45 years old, namely 142 (70.3%), were female, 124 (61.4%), had a bachelor's degree, 174 (86.1%). The results of the bivariate study show that there is an influence on customer focus, overall employee involvement, focus on processes, integrated systems, strategic and systematic approaches, continuous improvement, fact-based decisions, communication on service quality improvement at Andimas Hospital Merangin District. The variable that has the most influence on improving the quality of service at Andimas Hospital Merangin Regency is the integrated system variable. The suggestions in this study are that the results of this research become input material for evaluating and training all employees so that the quality of service is getting better.

 

Keywords: Strategy, TQM, Quality of Service

 


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DOI: http://dx.doi.org/10.30829/contagion.v7i1.23738

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Contagion: Scientific Periodical Journal of Public Health and Coastal Health by Program Studi Ilmu Kesehatan Masyarakat is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.