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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

Author

Listed:
  • Ridwan Tonny Hasiholan Pane

    (Economic and Business Faculties, Tanjungpura University, Indonesia.)

  • Djoko Setyadi

    (Economic and Business Faculties, Mulawarman University of Samarinda, Indonesia.)

  • Titik Rosnani

    (Economic and Business Faculties, Tanjungpura University, Indonesia)

Abstract

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.

Suggested Citation

  • Ridwan Tonny Hasiholan Pane & Djoko Setyadi & Titik Rosnani, 2022. "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," International Review of Management and Marketing, Econjournals, vol. 12(3), pages 1-9, May.
    • Handle: RePEc:eco:journ3:2022-03-1
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    References listed on IDEAS

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    1. Pedersen, Line Bjørnskov & Allen, Thomas & Waldorff, Frans Boch & Andersen, Merethe Kirstine Kousgaard, 2020. "Does accreditation affect the job satisfaction of general practitioners? A combined panel data survey and cluster randomised field experiment," Health Policy, Elsevier, vol. 124(8), pages 849-855.
    2. Daniel I. Prajogo & Brian Cooper, 2017. "The individual and organizational level effects of TQM practices on job satisfaction," International Journal of Manpower, Emerald Group Publishing Limited, vol. 38(2), pages 215-225, May.
    3. Paramaporn Thaichon & Thu Nguyen Quach, 2015. "The relationship between service quality, satisfaction, trust, value, commitment and loyalty of Internet service providers' customers," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 25(4), pages 295-313, September.
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    More about this item

    Keywords

    Quality Management; Job Satisfaction; Trust; Insurance;
    All these keywords.

    JEL classification:

    • I13 - Health, Education, and Welfare - - Health - - - Health Insurance, Public and Private
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health

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