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All Journal Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Jurnal Pengabdian Nusantara
Abdul Gani Sidqi
Universitas Sangga Buana
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ANALYSIS OF TOTAL QUALITY MANAGEMENT (TQM) BY EMPLOYEES TOWARDS CONSTRUCTIVE IMPROVEMENT EFFORTS IN HOSPITAL Istahara; Abdul Gani Sidqi; Vip Paramarta; Farida Yuliaty; Kosasih; Fitriana
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 3 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20566867

Abstract

The Emergency Department (ED) is a strategic service unit of hospitals with a high level of complexity and a significant potential for patient complaints if service quality is not optimally managed. Patient complaints not only reflect dissatisfaction but can also be utilized as a constructive effort for service quality improvement. This study aims to analyze the implementation of Total Quality Management (TQM) by employees toward constructive hospital efforts as measured through patient complaints in the Emergency Department of Sultan Imanuddin Regional General Hospital. This study employed a quantitative method with descriptive and verificative approaches. Data were collected through questionnaires distributed to ED staff and supported by patient complaint records, then analyzed using multiple linear regression analysis. The results indicate that both partially and simultaneously, TQM dimensions including customer focus, leadership, continuous improvement, employee involvement, process approach, and fact-based decision making have a significant effect on constructive hospital efforts. Proper implementation of TQM is proven to reduce the number of complaints and improve the quality of emergency services. This study concludes that consistent implementation of TQM is an important strategy in managing patient complaints as a means of continuous improvement and enhancement of hospital service quality.
Analysis of Service Quality and its Impact on Patient Satisfaction and Loyalty at the Outpatient Dental Clinic of Bethesda Hospital, Tomohon, North Sulawesi Christine Dianne Sumarauw; Abdul Gani Sidqi; Taufan Nugroho; Farida Yuliaty; Etty Sofia Mariati Asnar
Jurnal Pengabdian Nusantara Vol. 4 No. 4 (2026)
Publisher : Konsorsium Nasional Pengelola Jurnal Pengabdian

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/jpn.v4i4.272

Abstract

This study aims to analyze service quality, patient satisfaction, and patient loyalty at Bethesda Hospital Tomohon. A quantitative approach was employed, with a sample size of 100 respondents. Data analysis involved both descriptive and verificative methods, specifically path analysis. Descriptive analysis revealed that respondents rated service quality, patient satisfaction, and patient loyalty favorably; however, certain shortcomings requiring attention and improvement were identified. Meanwhile, the verificative analysis (path analysis model) showed positive path coefficients between variables. Furthermore, the path coefficient for the indirect effect exceeded that of the direct effect (62.5% > 52.1%), indicating that patient satisfaction acts as an intervening variable that mediates the relationship between service quality and patient loyalty. A correlation coefficient of 0.968 indicates a strong relationship between the variables, and a coefficient of determination (R²) of 67.5% demonstrates a substantial influence of service quality on patient satisfaction and patient loyalty. The statistical hypothesis test results (partial t-test) indicate that service quality has a positive effect on patient satisfaction (t-statistic > tα: 12.115 > 1.98) and a positive, significant effect on patient loyalty (t-statistic > tα: 13.498 > 1.98); patient satisfaction has a positive, significant direct effect on patient loyalty (t-statistic > tα: 10.289 > 1.98); and service quality has a positive indirect effect on patient loyalty mediated by patient satisfaction (t-statistic > tα: 9.016 > 1.98). Overall, the research findings demonstrate the implications of service quality and patient satisfaction for patient loyalty.
Co-Authors Christine Dianne Sumarauw Etty Sofia Mariati Asnar Farida Yuliaty Fitriana Fitriana Istahara Kosasih Taufan Nugroho Vip Paramarta