^The Hospital Golden Triangle: A Pillar Toward Competitive Advantage^
Sitti Hajerah (a) and Asri Usman (b)

(a) Students of the Faculty of Economics and Business, Hasanuddin University and RS Wahidin Sudirohusoso Makassar Financial Staff
(b) Lecturer of of the Faculty of Economics and Business, Hasanuddin University

Abstract

This study aims to examine the interrelationship between the implementation of Total Quality Management (TQM), service quality, and hospital financial performance through a systematic literature review approach. TQM is regarded as a strategic approach that emphasizes continuous improvement, organization-wide engagement, and a strong focus on customer satisfaction. Based on a review of 25 selected articles published between 2014 and 2024, sourced from indexed databases such as Scopus, PubMed, and Google Scholar, the findings indicate that key components of TQM-such as leadership commitment, process management, data-driven decision-making, and employee involvement-consistently contribute positively to the quality of hospital services. Improvements in service quality not only enhance patient satisfaction but also drive operational efficiency and strengthen hospital financial performance. This study highlights that the synergy among internal quality, external service delivery, and financial stability forms what the researcher terms the Hospital Golden Triangle-a foundational concept for achieving sustainable competitive advantage. The review recommends a holistic reinforcement of quality management strategies within healthcare systems and advocates for policy support that encourages widespread TQM adoption across hospitals.

Keywords: Hospital Golden Triangle, TQM, hospital services quality, financial performances

Topic: Management accounting