Pengaruh Peran Mediasi Kaizen Dalam Hubungan Total Quality Management Terhadap Kualitas Pelayanan Pada Pegawai Rumah Sakit Pratama Kabupaten Nias Barat
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Abstract
Penelitian ini bertujuan untuk menganalisis peran mediasi Kaizen dalam hubungan Total Quality Management (TQM) terhadap kualitas pelayanan pada pegawai Rumah Sakit Pratama Kabupaten Nias Barat. Metode kuantitatif digunakan dengan populasi seluruh pegawai rumah sakit sebanyak 60 orang. Data dikumpulkan melalui angket dan dianalisis menggunakan Structural Equation Modeling (SEM) dengan software Smart-PLS. Hasil penelitian menunjukkan bahwa Kaizen berpengaruh positif dan signifikan terhadap kualitas pelayanan (koefisien 0.399, p-values 0.003). TQM juga berpengaruh positif dan signifikan terhadap Kaizen (koefisien 0.603, p-values 0.000) serta kualitas pelayanan (koefisien 0.540, p-values 0.000). Selain itu, Kaizen memediasi pengaruh TQM terhadap kualitas pelayanan dengan nilai koefisien 0.241 dan p-values 0.015. Implementasi Kaizen dan TQM yang efektif dapat meningkatkan kualitas pelayanan di rumah sakit ini. Temuan ini menegaskan pentingnya perbaikan berkelanjutan dan keterlibatan aktif pegawai dalam upaya meningkatkan efisiensi dan kepuasan pasien.
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