ANALYSIS OF TOTAL QUALITY MANAGEMENT (TQM) BY EMPLOYEES TOWARDS CONSTRUCTIVE IMPROVEMENT EFFORTS IN HOSPITAL
Published:
2026-02-14Downloads
Abstract
The Emergency Department (ED) is a strategic service unit of hospitals with a high level of complexity and a significant potential for patient complaints if service quality is not optimally managed. Patient complaints not only reflect dissatisfaction but can also be utilized as a constructive effort for service quality improvement. This study aims to analyze the implementation of Total Quality Management (TQM) by employees toward constructive hospital efforts as measured through patient complaints in the Emergency Department of Sultan Imanuddin Regional General Hospital. This study employed a quantitative method with descriptive and verificative approaches. Data were collected through questionnaires distributed to ED staff and supported by patient complaint records, then analyzed using multiple linear regression analysis. The results indicate that both partially and simultaneously, TQM dimensions including customer focus, leadership, continuous improvement, employee involvement, process approach, and fact-based decision making have a significant effect on constructive hospital efforts. Proper implementation of TQM is proven to reduce the number of complaints and improve the quality of emergency services. This study concludes that consistent implementation of TQM is an important strategy in managing patient complaints as a means of continuous improvement and enhancement of hospital service quality.
Keywords:
Total Quality Management Patient Complaints Emergency Departement Service Quality HospitalReferences
Aboalganam, K. M. (2024). Proactive method for identification and handling of patient complaints with root cause analysis in Surabaya Islamic Hospital. Journal of Public Health Research, 12(4).
Al-Haroon, H. I.-Q. (2021). Improving hospital service processes and their effect on patient complaints in public hospitals in Saudi Arabia. Journal of Patient Experience,, 8, 1–10.
Anggraini, W., & Ilhamda, A. N. (2020). Perbaikan Efisiensi Jalur Layanan Pasien Rumah Sakit dengan Menggunakan Pendekatan Lean Healthcare. Jurnal Inovasi Bisnis dan Manajemen Indonesia, Vol.3, No.4.
Anjelina, T. (2025). Pengaruh Total Quality Management (TQM) Terhadap Tingkat. Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (Jebma), Volume : 5 | Nomor 1.
Anjelina., T., & Betsyeba., J. (2025). Pengaruh Total Quality Management (TQM) Terhadap Tingkat Kepuasan Konsumen pada Usaha Bolu Menara. 5.
Arora, S. D., & Chakraborty, A. ( January 2021). Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis. Journal of Business Research, Volume 122, 60-74.
Barnawi, A. H. (2022). Implementation of TQM Principles at King Abdul Aziz Hospital. International Journal of Health Sciences and Research, 12(12), 127–136.
Berger S., S. A. (2020). Using patient feedback to drive quality improvement in hospitals: A qualitative study. BMJ, 10(10).
Cahyadi, N., S ST, M. M., Joko Sabtohadi, S. E., Alkadrie, S. A., SE, M., Megawati, S. P., ... & Lay, A. S. Y. (2023). Manajemen sumber daya manusia. CV Rey Media Grafika.
Dewi, L., Aida, M., & Erni, N. (2022). Penerapan Total Quality Management dan Budaya Keselamatan Pasien untuk Meningkatkan Pencapaian Indikator Keselamatan Pasien Di RSU Gunung Sawo Temanggung. 3.
Elly, R., & Ardansyah, M. (2022). Teori dan Perilaku Organisasi. Medan: Umsu Press.
Esen Koç, H. (2024). Analysis Patient Complaints in a Public Hospital. Genel Sağlık Bilimleri Dergisi. Journal of General Health Sciences, 6(2), 279-294.
Halim, A. (2024). Manajemen Pelayanan Rumah Sakit di Era Society 5.0. Yogyakarta: CV. Selfietera Indonesia.
Halim, A. (2025). Memahami Metodologi Penelitian Tesis dan Disertasi Konsep dan Filosofi Ilmu. Yogyakarta: CV. Selfietera Indonesia.
Hamid, M., Sufi, I., Konadi, W., Akmal, Y., & Iddris, J. (2019). Analisis jalur dan Aplikasi SPSS Versi 25 (Edisi Pertama).
Han S., L. Z. (2024). Using patient feedback to predict effects of quality improvement initiative. International Journal of Health Planning and Management, 39(6):1696-1711.
Hanoum, F. C., Tejanagara, & GumilangKosasih2., F. (2022). Penerapan Total Quality Management (TQM) dalam Meningkatkan Kualitas Pelayanan Rumah Sakit. Volume 4 Nomor 3.
Hartono, A. (2021). Efektivitas TQM dalam mengurangi keluhan pasien di IGD. Jurnal Kesehatan Masyarakat, 19(3),. 67–74.
Hasibuan, M. (2017). Manajemen sumber daya manusia. Jakarta: Bumi Aksara.
Hasibuan, M. S. P. (2018). Manajemen sumber daya manusia (Edisi Revisi). Jakarta: PT Bumi Aksara.
Hasrul, A. Y. (2020). Analysis of patient complaints and process improvement in regional hospitals in Indonesia. International Journal of Health Management, 13(4), 210–218.
Hastuti, D. R. (2022). Pendekatan Proses dan Pengambilan Keputusan Berbasis Data dalam Upaya Menurunkan Keluhan Pasien di Puskesmas. Jurnal Kebijakan Pelayanan Kesehatan, 4(1), 45–54.
Hong, Y., Zhu, B., Chen, C., et al. (2024). Belief in a just world and fair behavior among clinical nurses: A moderated mediation model of empathy and observer justice sensitivity. BMC Nursing.
Huang, C.-H., Wu, H.-H., & Lee, Y.-C. &. (2024). The Critical Role of Leadership in Patient Safety Culture: A Mediation Analysis of Management Influence on Safety Factors. . Risk Management and Healthcare Policy,, Volume 17, 513–523.
Huda, K., Al Abdoe, T., Sari, L. A., & Wantika, A. (2024). Studi literatur penerapan konsep dan peran manajemen pada organisasi. Metta: Jurnal Ilmu Multidisiplin, 4(2), 80-91.
Isniati, Machmud, R., Effendi, N., & semiarty, R. (2021). Patient Statisfaction and Komplains Handling in Health Service Quality Improvement Effort in Sijunjung Public Hospital in West Sumatra. 15.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
Lee, C., Kim, S., & Ha, Y. (2024). The impact of procedural justice and trust on customers’ continuity intention toward healthcare providers. American Journal of Managed Care.
Lee-Foon, N. K., Reid, R. J., & Brown, A. (2023). Fairness for whom? Learning Health Systems’ approach to equity in healthcare. Healthcare Policy.
Lighterness A., A. M. (2024). ata Quality–Driven Improvement in Health Care: A systematic Literature Review. Journal of Medical Internet Research, 22:26:e57615.
Mahmuda, K., & Faslah, R. (2025). Integrasi Teori Trilogi Juran dan Teori PDCA Edward Deming dalam. Journal of Islamic Education Studies.
Manafe, O. A., Ratu, J. M., Muntasir, M., & Umbu Roga, A. S. (2023). 2Penerapan Perbaikan Mutu Berkelanjutan (Continuous Quality Improvement) Pasca Akreditasi Puskesmas Kota Kupang terhadap Tingkat Kepuasan Masyarakat. Journal of Telenursing (JOTING), 5(2), 3908–3916.
Miolda, P. R. (2020). Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence. BMC Health Services Research, 20(1):530.
Muktamar, A., Mutmainnah, I., Ramadan, E. F., Rusmini, R., & Arlini, L. (2024). Prinsip-Prinsip Manajemen. YPAD Penerbit.
Mulyani, D., & Siregar, R. (2019). Pengaruh Total Quality Management terhadap kepuasan pasien. Jurnal Manajemen Pelayanan Kesehatan, 21(1), 34–42.
Musyawir, A. H. (2021). Qualitative Study of Handling Patient Complaints in Health Services at Installations of Makassar City Regional Hospital. Hospital Management Studies Journal, 3(2), 77–83.
Nabilla, N., & Dhamanti, I. (2023). The Role of Leadership in Improving Patient Safety Culture in Hospitals. Jurnal Kesehatan Komunitas, 9(3).
Novadiana, N., Arrozi, M., & Indrawati, R. (2024). Work engagement as a mediator of organizational citizenship behavior towards patient safety culture at Hospital X Jakarta. Formosa Journal of Science and Technology,, 3(3), 549–568.
Paramarta, H. V., Kosasih, M. M., Sunarsi, D., & MM, C. (2021). Manajemen Sumber Daya Manusia Teori & Praktik. Cipta Media Nusantara (CMN).
Pondaag, J. J. (2021). Implementation of Total Quality Management: The Effect on Patient Safety Culture, Service Quality, and Its Impact on Patient Satisfaction and Private Hospital Performance in Manado City. Archives of Business Research, 9(7), 44–58.
Prajogo, D. I. (2006). The integration of TQM and technology/R&D management in determining quality and innovation performance. 34(3).
Pratiwi, I. E., Affandy, F. F., & Angriyani, D. (2024). Metodologi Penelitian Kuantitatif. Medsan Publishing
Reutno Nur Fadilah, W. (2024). Implementasi Total Quality Management Untuk Meningkatkan Kualitas . Jurnal Manajemen Informasi Kesehatan, Vol 9. No 1 .
Sari, N. &. (2021). Pengaruh Kualitas Pelayanan terhadap Penurunan Komplain Pasien Rawat Jalan. Jurnal Administrasi Kesehatan, 9(2), 112–120.
Sarini, D. d., & dr. Likke Prawidya Putri, M. P. (2024). Penerapan Total Quality Management dalam Penanganan Komplain di RSUD dr. Achmad Diponegoro. Repository Universitas Gadjah Mada, 12-13.
Setiawan, .. (2020). Implementasi Total Quality Management dalam meningkatkan mutu pelayanan kesehatan. Jurnal Manajemen Pelayanan Kesehatan, 23(2), 45–53.
Setiawan., H., Pujawaty., R., & Arafah., r. (2025). mplementasi Prinsip Total Quality Management (TQM) dalam Meningkatkan Efektivitas Pemasaran Farmasi di Indonesia. 15.
Singh, J. (1988). Consumer Komplain Intentions and Behavior: Definitional and Taxonomical Issues. Journal of Marketing, 52(1), 93–107
Sinollah, & Masuroro. (2019). PENGUKURAN KUALITAS PELAYANAN (Servqual ± Parasuraman). Jurnal Dialektika.
Sugiyono. (2019). Metode Penelitian Kuantitatif, dan R&D. Bandung: Alfabeta.
Tari, J. J. (2005). Integrating quality management practices with management practices. 22(1), 53-66.
Widiastuti, S. K., Baginda, N. C., & Apriandra, S. (2022). Studi Kualitatif : Manajemen keluhan Pasien di Rumah Sakit. Jurnal Administrasi Kesehatan Indonesia, 31-33.
Widjanarko, H., Tajuddin, M., Cahyani, N. B., Desiree, F., Putri, D., Switasanny, J., et al. (2024). Total Quality Management di Rumah Sakit : Tinjauan Literatur tentang Metodologi dan Pendekatan Terkait. 2.
Xie, K. L., Kwok, L., & Chen, W. (2024). Expectancy–disconfirmation and consumer satisfaction: A meta-analysis. Journal of the Academy of Marketing Science, 52(3)
Z, H., Hidayat D, F., & Veranita, M. (2024). Implementation of total quality management (TQM) to reduce patient complaints in hospitals: literature review.
Zehir, S. e. (2023). Effects of Total Quality Management Practices on Financial and Operational Performance in Hospitals. Sustainability (MDPI, Switzerland), Volume 15, Issue 21.
Zhao, . L. (2024). Leadership support and satisfaction of healthcare professionals in China’s leading hospitals: a cross sectional study. BMC Health Services Research, Volume 24, article number 1016.
License
Copyright (c) 2026 Istahara, Abdul Gani Sidqi, Vip Paramarta, Farida Yuliaty, Kosasih, Fitriana
This work is licensed under a Creative Commons Attribution 4.0 International License.
