THE IMPACT OF LEAN HOSPITAL ON CONSUMER SATISFACTION
Muzakar Isa, Dwi Handoyo, Iwan Setiawan Adji
MM UMS
Abstract
Many hospitals are not efficient in their operations, because they have waste in their business processes. Lean hospital is a series of concepts, principles and tools to create activities that provide added value and reduce waste based on consumers perspectives. The purpose of the study was to analyze the effect of lean hospital variables consisting of quality, cost, delivery, safety, morals and the environment on hospital customer satisfaction. This research is quantitative research. The population is all consumers of PKU Muhammadiyah hospital of Surakarta, with a sample of 130 respondent. The study uses nonprobabiliy sampling, and determination of the sample by purposive sampling. This study uses primary data collected using a questionnaire. The analysis tool uses multiple linear regression analysis. The results showed that (1) service quality, morale, and environment had a positive and significant effect on alpha 5% on consumer satisfaction, (2) cost and safety had a positive and significant effect on alpha 10% on consumer satisfaction, and (3) delivery has a positive but not significant effect on alpha 5% or 10% on customer satisfaction.
Keywords: Lean Hospital, Waste, Consumer Satisfaction
Topic: Strategic Management