Nihlatuaini, Reni (2016) PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN MASYARAKAT PENGGUNA LAYANAN PADA RUMAH SAKIT UMUM DAERAH (RSUD) KOTA CILEGON. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

Text PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN MASYARAKAT PENGGUNA LAYANAN PADA RUMAH.PDF - Published Version Restricted to Registered users only Download (9MB)

Abstract

Reni Nihlatuaini / 5551120116 / the effect of Total Quality Management (TQM) on the Satisfaction User Community Service at the General Hospital Cilegon / Under the guidance of Yanto Azie Setya SE., M.Si as Mentor I and Gerry Ganika SE., M . Sc as Mentor II / Management Department / Faculty of Economics and Business, University of Sultan Ageng Tirtayasa 2016. The purpose of this research was to determine the effect of Total Quality Management (TQM) and the satisfaction of service recipients. Effect of Total Quality Management (TQM) was measured with 5 dimensions of Leadership, Strategic Planning, Customer Focus, Process Management, Information and Analysisi, based on the perspective of the people (patients and their families) on General Hospital Cilegon. Data were collected from 120 respondents either the patient or the patient's family. The analysis method used is multiple linear regression with the help of computer software SPSS version 20 is used for information analysis and hypothesis testing. The results showed that the Leadership, Customer Focus, , as well as, Information and Analysis, were found to have significant influence with the people who use the service as perceived by the user community health services Cilegon Hospital. Meanwhile, Strategic Planning and management processes found to have no significant effect on the people who use the service. Keywords: Quality, Customer Satisfaction, Total Quality Management

Actions (login required)

View Item