Abstract
Tests are the strength effect of total quality management (TQM), Kaizen and operational performance on service quality and patient satisfaction. The other part we will test is the service quality as a mediation role to explain the effect of total quality management (TQM), Kaizen and operational performance on patient satisfaction. This research was conducted in the city of Makassar with the entire population is a patient. By using the formula Slovin, found a sample of 398 respondents. Inferential statistical analysis was used to test the hypothesis of the research is Structural Equation Modeling (SEM). The results of this study indicate that TQM, Kaizen and operational performance have been shown to contribute significantly positively on service quality and patient satisfaction. The role of service quality is proven to be a mediating variable in analyzing TQM, Kaizen and operational performance effect on patient satisfaction.
Highlights
The service sector today has experienced a dramatic increase and has a significant role in the world economy
Confirmatory Factor Analysis The test results of confirmatory factor analysis (CFA)show that the indicators that make the biggest contribution to each construct are customer focus (λ = 0.836; p-value = 0,000), implementation of the plan (λ = 0.877; p-value = 0,000), service speed (λ = 0,863; p-value = 0,000), responsiveness (λ = 0,843; p-value = 0,000), and complaint behavior (λ = 0,828; p-value = 0,000)
Hypothesis Testing Based on the results of hypothesis testing, it appears that the probability value ≤ 0.05 and the direct and indirect effects show a positive direction, so it can be summarized as follows: 1) total quality management (TQM), Kaizen and operational performance partially have an influence it is directly significant positive for service quality
Summary
The service sector today has experienced a dramatic increase and has a significant role in the world economy. Talib (2011) provides findings that TQM principles, such as top management commitment, team work and participation, process management, customer focus and satisfaction, resource management, organizational and cultural behavior, continuous improvement, and training and education are principles that best to apply to hospitals, that the successful implementation of integrated quality management can improve patient satisfaction, improve service quality, improve performance and reduce operating costs. These results are relevant to other evidence, that Kaizen has a positive and significant effect on patient satisfaction. The collected questionnaires were analyzed using analysis of a moment structures version. 22
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