质量管理对内部服务质量和管理信任的实施及其对工作满意度的影响:国民健康保险制度的调节作用

International Review of Management and Marketing Pub Date : 2022-05-14 DOI:10.32479/irmm.13015

Ridwan Tonny Hasiholan Pane, D. Setyadi, Titik Rosnani

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引用次数: 0

摘要

本研究旨在解释质量管理的实施对内部服务质量和管理信任的影响及其对卫生工作者工作满意度的影响，并检验国民健康保险制度的调节变量的作用。本研究使用的方法是定量的，研究参与者是在20个卫生中心工作的卫生工作者，共有365名卫生工作者。采用结构方程建模的统计方法，采用WarpPLS方法对数据进行分析。研究结果发现，实施质量管理对(1)内部服务质量、(2)管理信任、(3)卫生工作者工作满意度、(4)内部服务质量对管理信任有显著影响。(5)内部服务质量对质量管理实施对卫生工作者工作满意度的中介作用显著;(6)管理层信任对质量管理实施对卫生工作者工作满意度的中介作用显著;(7)国民健康保险制度对内部服务质量对卫生工作者工作满意度的中介作用显著;(8)国民健康保险制度制度对管理信任对卫生工作者工作满意度的调节有显著影响。

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Implementation of Quality Management towards the Internal Service Quality and Trust in Management and its Impact on Job Satisfaction: The Role of Moderation of the National Health Insurance System

This research aims to explain the effects of the Implementation of Quality Management towards the Internal Services quality and Trust in Management and its Impact on Health Workers’ Job Satisfaction and to examine the role of moderation variable of the national health insurance system. The method used in this study was quantitative and research participants were health workers who work in 20 health centers with 365 health workers. The data were analyzed using the statistical method of Structural Equation Modeling with the WarpPLS approach. The results of the study found that the implementation of quality management had a significant effect on (1) internal service quality, (2) trust in management, (3) health workers’ job satisfaction, (4) internal service quality had a significant effect on trust in management, (5) internal service quality had a significant effect on the mediation of the implementation of quality management towards health workers’ job satisfaction (6) trust in management had a significant effect on the mediation of the implementation of quality management towards health workers’ job satisfaction (7) the national health insurance system had a significant effect on the moderation of the quality of internal service towards health workers’ job satisfaction (8) the national health insurance system had a significant effect on the moderation of trust in management towards health workers’ job satisfaction.

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来源期刊

International Review of Management and Marketing

CiteScore

1.50

自引率

0.00%

发文量

审稿时长

12 weeks

期刊介绍： International Review of Management and Marketing (IRMM) is the international academic journal, and is a double-blind, peer-reviewed academic journal publishing high quality conceptual and measure development articles in the areas of management, marketing, business and related disciplines.