Did Quality Management System ISO 9001 Version 2015 Influence Business Performance? Evidence from Indonesian Hospitals

Abstract

This study aims to analyze the effect of implementing the ISO 9001: 2015 Quality Management System on the performance of hospitals in Indonesia. This research method is quantitative, data collection through online questionnaires conducted by simple random sampling technique and respondents are managers as many as 180 people from 15 hospitals that have implemented the ISO 9001: 2015 quality management system for 5 years in Indonesia. Data processing using SEM method with SmartPLS 3.0 software. The results of this study concluded that customer focus ISO has a positive and significant effect on hospital performance, Leadership principle has a positive and significant effect on hospital performance, People Engagement has a positive and significant effect on hospital performance, process approach has a positive and significant effect on hospital performance, improvement principle has a positive and significant effect on hospital performance, evidence-based decision making has a positive and significant effect on hospital performance, relationship management has a positive effect and significant to hospital performance. The novelty of this research is a new model of the effect of implementing on hospital performance.