The consciousness of excellent quality service to improve effectiveness of TQM and kaizen-PDCA quality management

Abstract

The competition era and patient demand that is constantly changing demands that every hospital needs to be aware of the importance of improving the quality of excellent service and has become a necessity. Hospitals that can create excellent service quality can improve patient satisfaction. Integrated implementation of TQM and Kaizen-PDCA is intended to create patient satisfaction through improved service quality. Awareness of improving the quality of excellent service is expected to mediate the effectiveness of the implementation of integrated quality management and kaizen-PDCA on patient satisfaction in Makassar type B hospitals. This study aims to analyze: (1) Integrated Quality Management, partially integrated Kaizen-PDCA influences the awareness of the importance of improving service quality and patient satisfaction, (2) Integrated Quality Management, integrated PDCA-Kaizen partially influences patient satisfaction through awareness of the importance of improving the quality of excellent service. This research was conducted at Type B hospitals in Makassar. Samples of 400 inpatients. Data were analyzed by SEM (Structural Equation Modeling) - AMOS 24 and SPSS-22. The results of this study indicate that Integrated Quality Management, PDCA Kaizen partially has a positive and significant effect on the urgency of excellent service quality and patient satisfaction, (2) Integrated Quality Management, PDCA-Kaizen partially has a positive and significant effect on patient satisfaction through the urgency of service quality prime.