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All Journal Contagion: Scientific Periodical Journal of Public Health and Coastal Health
Megawati Megawati
Public Health, Faculty of Medicine, Dentistry and Health Sciences, Universitas Prima Indonesia
Health Professions Public Health

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Analysis of The Influence Total Quality Management Strategy in Improving Service Quality at Andimas Merangin Hospital Megawati Megawati; Ermi Girsang; Sri Lestari Ramadhani Nasution
Contagion: Scientific Periodical Journal of Public Health and Coastal Health Vol 7, No 1 (2025): CONTAGION
Publisher : Universitas Islam Negeri Sumatera Utara, Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30829/contagion.v7i1.23738

Abstract

Total Quality Management (TQM) plays a critical role in hospitals by enhancing service quality, increasing patient satisfaction, and improving overall institutional performance. However, the implementation of TQM at Andimas Merangin Hospital has been suboptimal, with persistent challenges in problem identification, resolution, and the promotion of continuous improvement. This study aims to analyze the influence of TQM strategies on service quality improvement. A quantitative, cross-sectional design was employed, with data collected from all 202 staff members at Andimas Merangin Hospital, using total population sampling. Data analysis involved Chi-square tests and logistic regression. Univariate results indicated that the majority of respondents were over 45 years old (70.3%), female (61.4%), and held a bachelor's degree (86.1%). Bivariate analysis demonstrated significant associations between service quality improvement and several TQM components, including customer focus, total employee involvement, process orientation, integrated systems, strategic and systematic approaches, continuous improvement, evidence-based decision-making, and effective communication. Among these, the integrated systems component had the strongest influence on service quality enhancement. These findings suggest that integrated system implementation should be prioritized in hospital quality improvement strategies. It is recommended that Andimas Merangin Hospital utilize these insights to inform policy development and conduct regular evaluations aimed at strengthening service delivery. Keywords: Total Quality Management, Service Quality, Hospital Performance, Integrated Systems, Andimas Merangin Hospital
Co-Authors Ermi Girsang Sri Lestari Ramadhani Nasution