PENGARUH KOMITMEN MANAJEMEN PUNCAK DAN KEPERCAYAAN TERHADAP KUALITAS PROSES PADA PUSKEMAS DI KOTA PADANG

Abstrak

Abstrack
Process quality is important construct for outcome of total quality management
implementation. Practitioners and academicians have been paying an attention for this
topic but few using the hospital context, especially urban hospital. This study aims to
investigate the determinants of process quality from contingency theory; top management
commitment and trust. By using all urban hospital operating in Padang city, we use the
multiple regression model. The validity and reliability tests are applied in order to have a
valid items and reliable variabel. Normality and multicollinearity problems are satisfied
before regression analysis is run. The result show that only Top Management
Commitment has a positive relationship with process quality. The finding imply that
urban hospital has to increase a top managemen commitment if it wants to have a higher
process quality. This study partially confirm that urban hospital quality phenomena could
be explained by contigency theory. The future researcher should consider the future
research in this field by adding another variabels and expanding the research object.
KeyWords: Top Management Commitment, Trust and Process Quality