ANALISIS DAMPAK TOTAL QUALITY MANAGEMENT TERHADAP KINERJA OPERASIONAL: STUDI KASUS DI SILOAM HOSPITALS MANADO
DOI:
https://doi.org/10.35794/jmbi.v12i2.62802Abstrak
Abstrak. Penelitian ini bertujuan untuk menganalisis dampak implementasi Total Quality Management (TQM) terhadap Organizational Performance pada Siloam Hospitals Manado. Fokus utama penelitian adalah pada lima dimensi TQM yaitu: Managerial Leadership, Continuous Improvement, Employee Involvement, Service Quality, dan Process Management. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan analisis Structural Equation Modeling (SEM) untuk menguji hubungan kausal antara variabel-variabel tersebut. Data primer dikumpulkan melalui penyebaran kuesioner tertutup berbasis skala Likert kepada 200 responden yang terdiri dari tenaga medis dan administratif di RS Siloam Manado. Hasil penelitian menunjukkan bahwa Service Quality dan Process Managementberpengaruh positif dan signifikan terhadap Organizational Performance, sedangkan variabel Employee Involvement menunjukkan pengaruh positif namun tidak signifikan secara statistik.
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