FITRI, ISTIBSYAROH LAILATUL (2017) PENGARUH IMPLEMENTASI LEAN SIX SIGMA DAN TOTAL QUALITY MANAGEMENT TERHADAP KINERJA KEUANGAN DAN KEPUASAN PASIEN PADA RUMAH SAKIT DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
In the Era of Globalization currently health services industry is more fully with competition so that quality of service is very important in achieving customer satisfaction, one of which is the Hospital. The purpose of this study Tittled “The Impact of lean six sigma and total quality management implementation on patient satisfaction and financial performance on Hospitals in Surabaya” was aimed to know the influence of quality commitment, employee involvement, focus patients, the fact based on management, continuous improvement orientation and quality management process. In this study is primary data drawn from the questionnaire. And the sampling technique is complete enumeration sampling, so that the sample obtanined in this study were 19 hospitals. Data analysis methode used in this research is descriptive analysis, multiple linear regression analysis, classic assumption test and hypothesis test to test hypothesis using SPSS 20 for Windows. The finding of reseacrh indicates that: focus patients, continuous improvement orientation and quality management process have significantly and possitive effect on patient satisfaction, while quality commitment, focus patients and continuous improvement orientation have significantly and possitive effect on financial performance. Keywords :Total Quality Management, Lean Six Sigma, Quality, Patient Satisfaction, Financial Performance
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.151 1 - MANAGEMENT ACCOUNTING |
| Divisions: | Bachelor of Accountancy |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 18 Aug 2017 02:34 |
| Last Modified: | 18 Aug 2017 02:34 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/2788 |
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