The Effect of Total Quality Management on Patient Loyalty, with Patient Satisfaction as a Moderating Variable, at Poso Regional General Hospital

Muhammad Ali  Asdar; Siswanto  Pabidang

doi:10.55927/ajha.v5i1.16418

Authors

Muhammad Ali Asdar Staf Departement Pulmonology and Respiratory Medicine, Poso Hospital, Poso
Siswanto Pabidang Regional Coordinator of XIV East Java Regions, Lembaga Akreditasi Fasilitas Kesehatan

DOI:

https://doi.org/10.55927/ajha.v5i1.16418

Keywords:

Total Quality Management, Patient Satisfaction, Patient Loyalty, Poso Regional Hospital

Abstract

The increasing number of hospitals requires healthcare providers to continuously improve service quality to meet patient expectations and satisfaction. However, at Poso Hospital, various complaints are still being reported, particularly regarding service speed, fairness, and cost transparency, leading to dissatisfaction and a decrease in patient visits. This situation indicates the need for evaluation and implementation of Total Quality Management (TQM) as a quality management approach. To determine the influence of Perceived Service Quality and Total Quality Management on patient loyalty with Patient Satisfaction as a moderating variable at Poso Regional Hospital. A quantitative cross-sectional design was applied with 442 respondents selected through random sampling. Data were summarized using univariate analysis to describe participant characteristics and response distributions, followed by path analysis for further examination. Total Quality Management have a significant effect on Patient Satisfaction and Perceived Service Quality and Total Quality Management have a significant effect on patient loyalty. The most effective model in this study is the partial mediation model, where TQM influence patient loyalty both directly and through patient satisfaction.

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