摘要：Total quality management (TQM) is one of the technique in improving the quality continuously and sustainable. This research was conducted to understand the influence of total quality management (TQM) application to the service performance of public hospitals in Palu city. This research was conducted on five public hospitals in Palu city which was consisted of 2 large scale hospitals, and 3 small scale hospitals, by using 85 senior officers as respondents. The data was collected by spreading questionnaire. The analysis tool used in answering the hypothesis was multiple linear regression analysis and the research result showed that the management practice variable, infrastructure practice variable and the core practice variable simultaneously have a significant influence on the service performance variable. The core practice variable was the variable with dominant influence on the service performance of public hospitals in Palu city. The research limitation was that the data used in this research was based on the perceptions of the senior officers, where the data measurement with perception or responding nature is often influenced by the respondent situation and condition while filling the questionnaire, furthermore, this research only saw the outline of the TQM application at public hospitals so there were no comparison of TQM application on the other organization such as non public hospitals organization (private hospitals). The improvement on commitment, facilities, and enforcement were suggested in order to improve hospital services.
关键词：Total Quality Management (TQM); service performance
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