Hubungan Total Quality Management (TQM) dan Kepemimpinan terhadap Peningkatan Kualitas Layanan Keperawatan di Ruang Rawat Inap Santosa Hospital Bandung Kopo

This study aimed to analyze the relationship between Total Quality Management (TQM), leadership, and nursing service quality in the inpatient wards of Santosa Hospital Bandung Kopo. A quantitative approach with a cross-sectional design was employed. The study involved 99 inpatient patients who met the inclusion criteria. Data were collected using a five-point Likert-scale questionnaire consisting of 27 items measuring TQM implementation, leadership, and nursing service quality. Data analysis included univariate, bivariate, and multivariate analyses using multiple linear regression. The results showed that TQM had a positive and significant relationship with nursing service quality. Leadership also had a positive and significant relationship with nursing service quality. Simultaneously, TQM and leadership were significantly related to nursing service quality. The research model demonstrated a very strong relationship between the two independent variables and nursing service quality and explained most of the variation in nursing service quality in the study data. Leadership showed a relatively more dominant contribution than TQM. These findings indicate that improving nursing service quality requires consistent quality-management practices supported by effective leadership, communication, coordination, nursing staff involvement, continuous improvement, and data-based monitoring.