Title: TQM and hospitals' performance: a conceptual paper

Authors: Fahmi Natigor Nasution; Erlina; Yeni Absah; Rujiman

Addresses: Fakultas Ekonomi dan Bisnis, Universitas Sumatera Utara, Jalan Dr. T. Mansur No. 9, Padang Bulan, Kec. Medan Baru, Kota Medan, Sumatera Utara 20222, Indonesia ' Fakultas Ekonomi dan Bisnis, Universitas Sumatera Utara, Jalan Dr. T. Mansur No. 9, Padang Bulan, Kec. Medan Baru, Kota Medan, Sumatera Utara 20222, Indonesia ' Fakultas Ekonomi dan Bisnis, Universitas Sumatera Utara, Jalan Dr. T. Mansur No. 9, Padang Bulan, Kec. Medan Baru, Kota Medan, Sumatera Utara 20222, Indonesia ' Fakultas Ekonomi dan Bisnis, Universitas Sumatera Utara, Jalan Dr. T. Mansur No. 9, Padang Bulan, Kec. Medan Baru, Kota Medan, Sumatera Utara 20222, Indonesia

Abstract: The aim of this paper is to explore and conceptualise the total quality management (TQM) and its relationship with hospitals' performance. There are two dimensions related to accounting subject; management accounting and management control system. From these dimensions, there are five factors or variables of TQM practices: benchmarking, hospital information system, continuous improvement, leadership and management process. The performance will be the dependent variable which consists of efficiency, business result and satisfaction indicators. The proposed method is quantitative method with population of public hospitals owned by the government. Structural equation model (SEM) will be used to analyse the data. Expectedly, this conceptual paper will give insights and information for future empirical studies.

Keywords: total quality management; TQM; hospital; performance; structural equation model; SEM.

DOI: 10.1504/IJBPIM.2021.124052

International Journal of Business Process Integration and Management, 2021 Vol.10 No.3/4, pp.341 - 354

Received: 16 Oct 2021
Accepted: 25 Jan 2022
Published online: 11 Jul 2022 *

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