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All Journal Indonesian Journal of Agricultural Science Jurnal Pendidikan Usia Dini Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan JURNAL PENDIDIKAN TAMBUSAI Ensiklopedia of Journal Atfaluna: Journal of Islamic Early Childhood Education Child Education Journal Jurnal Kependidikan: Jurnal Hasil Penelitian dan Kajian Kepustakaan di Bidang Pendidikan, Pengajaran dan Pembelajaran Jurnal ABDI PAUD Journal Of Human And Education (JAHE) Jurnal Ekonomika Dan Bisnis Jurnal Bisnis Kompetitif Global Education Journal Jurmas Azam Insan Cendikia South East Asian Management Concern Journal JES-TM Social and Community Service
Adolf Bastian
Tungro Disease Research Station
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Journal : Ensiklopedia of Journal

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ANALISIS PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) UNTUK MENINGKATKAN KEPUASAN PASIEN DI RSUD dr. RM. PRATOMO BAGANSIAPIAPI Indrawan, Fery; Bastian, Adolf; Rahmat, Adi
Ensiklopedia of Journal Vol 7, No 4 (2025): Vol. 7 No. 4 Edisi 2 Juli 2025
Publisher : Lembaga Penelitian dan Penerbitan Hasil Penelitian Ensiklopedia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33559/eoj.v7i4.3261

Abstract

This study aims to analyze the implementation of Total Quality Management (TQM) in improving patient satisfaction at RSUD dr. RM. Pratomo Bagansiapiapi. The background of this research stems from the recognition that patient satisfaction is a key indicator of a hospital's success in delivering high-quality, user-oriented healthcare services. A qualitative descriptive method with a purposive sampling approach was employed. The informants consisted of the Hospital Director, Head of Medical Services, Head of Medical and Non-Medical Support Services, patients, and patients’ families. Data were collected through in-depth interviews, observation, and documentation. The findings reveal that the implementation of TQM at the hospital has covered several essential elements, including customer focus, quality obsession, scientific approach, long-term commitment, teamwork, continuous improvement, education and training, controlled freedom, unity of purpose, and employee involvement and empowerment. However, challenges remain, such as limited resources, resistance to change, and suboptimal information management systems. These factors affect the overall level of patient satisfaction. The study affirms that TQM is not merely a managerial tool but a strategic framework that requires a collaborative and adaptive work culture. Strengthening managerial commitment, enhancing human resource capacity, and optimizing quality evaluation systems are crucial ongoing agendas to improve service quality and patient satisfaction comprehensively.Keywords: Total Quality Management (TQM), Service Quality, RSUD dr. RM. Pratomo Bagansiapiapi
Co-Authors ., Anto Arianto Adi Rahmat Al Khudri Sembiring, Al Khudri Amdanata, Donal Devi Ardiyah, Ardiyah Arini, Rislah Derin, Tatum Famella, Shelvie Fawzi, Rizky Gunawan, Syahreza Andika Harahap, Abu Hanipah Hasibuan, Amrul Pahmi Heleni Filtri, Heleni Herdi Herdi Herlinawati Herlinawati I Nyoman Widiarta Indrawan, Fery Junaidi Junaidi Kristanti, Reni M. Firdaus Maharani, Asyifa Marta Efastri , Sean Nofrianti, Septia Novitasari, Yesi Nurendari , Indah Pratiwi Nurfaisal, Nurfaisal Nurlaila, Lilik Putri , Wiwi Rahayu Rahmat , Adi Ramadansur, Rahmat Reswita Reswita Reswita, Reswita Ririn Handayani Rizky, Ramanda Santoso, Toto Saputra, Arco Septiana, Sannia siti fadilah Sri Wahyuni Sri Wahyuni Suharni Syahrir Pakki Syahsudarmi, Siti Yohannes Telaumbanua