ANALISIS DAMPAK TOTAL QUALITY MANAGEMENT TERHADAP KINERJA OPERASIONAL: STUDI KASUS DI SILOAM HOSPITALS MANADO
DOI:
https://doi.org/10.35794/jmbi.v12i2.62802Abstract
Abstract. This study aims to analyze the impact of Total Quality Management (TQM) implementation on Organizational Performance at Siloam Hospitals Manado. The main focus of the study is on five dimensions of TQM, namely: Managerial Leadership, Continuous Improvement, Employee Engagement, Service Quality, and Process Management. This study uses a quantitative approach with a survey method and Structural Equation Modeling (SEM) analysis to test the causal relationship between these variables. Primary data were collected through the distribution of closed-ended questionnaires based on a Likert scale to 200 respondents consisting of medical and administrative personnel at Siloam Hospital Manado. The results show that Service Quality and Process Management have a positive and significant effect on Organizational Performance, while the Employee Engagement variable shows a positive but not statistically significant effect.
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