QUALITY OF SERVICES IN THE BANKING INDUSTRY: CONCEPT AND MEASUREMENT

2005 ◽  
Vol 11 (1) ◽  
pp. 47-67
Author(s):  
Suzana Marković
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Quality Management ◽  
Banking Industry ◽  
Quality Of Services ◽  
Total Quality

Istraživanja znanstvenih i stručnih radova, stranih autora, svjedoče o rastućem zanimanju za proučavanje koncepta kvalitete (Quality), upravljanja potpunom kvalitetom (Total Quality Management), kvalitete usluga (Service Quality) i zadovoljstva klijenta (Customer Satisfaction), za razliku od domaćih autora, koji vrlo rijetko ili samo s nekoliko aspekata, proučavaju ove koncepte. U svojoj težnji za poboljšanjem kvalitete hotelskih usluga i zadovoljstva hotelskih gostiju, hotelski menadžeri često nailaze na problem mjerenja kvalitete usluga. Stoga je cilj ovog istraživanja detaljno objasniti koncept kvalitete usluga, te koncept mjerenja kvalitete usluga. Osim toga, u radu se opisuje i SERVQUAL ljestvica mjerenja (Parasuraman, ZeithamI, Berry, 1985., 1988., 1991.), kao i ostale ljestvice i modeli, koji se najčešće koriste u mjerenju kvalitete usluga u hotelskoj industriji.

scholarly journals ANALISIS PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA KARYAWAN LABORATORIUM DI PT.X

2021 ◽  
Vol 7 (2) ◽  
pp. 114-119
Author(s):  
Niken Septiani Kurnia ◽  
Raden Faris Gumelar ◽  
Rifki Hidayattulloh
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Primary Data ◽  
Total Quality ◽  
A Company ◽  
Clear Goal

A company is built of course with a clear goal, namely to get as much profit as possible, but this is not necessarily achieved easily, there are many things that companies need to pay attention to in order to achieve these goals. One of the aspects that can affect company revenue is customer satisfaction with the products produced, where the quality of the products produced needs to be considered because this is directly proportional to customer satisfaction. To achieve customer satisfaction, many things can be done by the company, one of which is the application of Total Quality Management (TQM) as done by PT. X, where the application of TQM aims to increase competitiveness which is done by continuous improvement so that it This can affect employee performance which is also directly proportional to product quality and company earnings. This study was conducted to prove whether the implementation of TQM by PT X affects employee performance or not. The approach used in this study uses linear regression analysis, where the data used is primary data obtained from questionnaires distributed to several respondents. The results showed that variable X had an effect on variable Y with a correlation coefficient of 0.598 and the decision was made that the application of TQM had an effect on employee performance.

scholarly journals Implementasi Manajemen Mutu Terpadu Pendidikan

2019 ◽  
Author(s):  
Annisa Syafitri ◽  
Hade Afriansyah ◽  
Rusdinal
Keyword(s):  
Quality Management ◽  
Education Reform ◽  
Total Quality Management ◽  
Business Strategy ◽  
Educational Institutions ◽  
Quality Of Services ◽  
Total Quality ◽  
Accountability Standards ◽  
And Training

Total Quality Management is a system used to continuously improve the quality of services or products offered to customers. There are so many benefits obtained by educational institutions if implementing this Total Quality Management, including being able to provide better services to customers, can meet general accountability standards in education reform and can improve and encourage a pleasant learning environment and encourage students and teachers to learn. The TQM concept is a management system that is used as a business strategy oriented to customer satisfaction by involving customers and all members of the organization. In the implementation and implementation of TQM to reduce existing barriers, it is necessary to have a high commitment from top management, expansion of insights, information, knowledge and skills regarding the implementation of TQM, and also invites all employees to be more open and more active in carrying out their duties. And also there needs to be a relationship between the organization and the surrounding community to find out what is needed and desired by the surrounding community so that it can be fulfilled as desired. And also provide education and training in order to improve the quality of human resources.

Integration Between Knowledge Management and Total Quality Management in Jordanian Universities

2018 ◽  
pp. 256-295
Author(s):  
Issa Mahmoud Shehabat ◽  
Mohammad Berrish
Keyword(s):  
Knowledge Management ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Strong Correlation ◽  
Total Quality ◽  
Management Philosophy ◽  
The Past

Resulting from the development of management theory in the past few years, knowledge management has emerged, which is identifying information of value and how to use it well, as well as understanding cognitive assets of an organization and how to exploit them. Knowledge management is important and necessary for the survival of an organization and its superiority. It can be integrated into the philosophy of total quality management to play a role in the development of the basis of performance of modern organizations. The total quality management philosophy seeks to achieve customer satisfaction through the commitment of the leadership of an organization and its workers by a process of continuous improvement of the quality of performance in various aspects of an organization. This chapter aims to identify the integration between knowledge management and total quality management, when applied to public Jordanian universities as a sample for the study. The chapter found the presence of integrity and a strong correlation between knowledge management and total quality management.

scholarly journals Paradigma Pentingnya Pengajaran Doktrin Sebagai Bagian dari Total Quality Management dan Adaptasi Gereja

2020 ◽  
Vol 2 (1) ◽  
pp. 27-35
Author(s):  
Eduward Purba
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Research Method ◽  
Main Product ◽  
Christian Faith ◽  
Total Quality ◽  
The Church ◽  
Changing World

The church has not implemented many quality management (TQM) in its institutions because it is considered that this is only for companies that aim to profit. Whereas profit is not TQM orientation but customer satisfaction. The importance of TQM is due to the rapidly changing world and the presence of competitors from both similar and different institutions. One of the products offered by the church is teaching-based, especially the basic doctrines of the Christian faith. This is rarely done by the church, it can be seen from the absence of writings that discuss the doctrine of doctrine as part of church quality management and as an adaptation of the church in dealing with competitors. The approach used in this paper is a qualitative grounded research method; the reason is, that there has not been found a paper that presents the teaching of the basic doctrines of the Christian faith as part of the implementation of TQM in the Church. The results found that teaching the basic doctrines of the Christian faith has made the Church in general able to survive for thousands of years in the midst of various teaching attacks from both internal and external to the Church. The conclusion is that the teaching of the doctrine of the Christian faith is the main product of the Church in satisfying the congregation to ensure that the congregation remains part of the holy community, namely the Church, as well as being an important part of showing the quality of the Church.AbstrakGereja belum banyak yang menerapkan majemen mutu (TQM) di dalam lembaganya karena dianggap hal tersebut hanya untuk perusahaan yang bertujuan profit. Padahal profit bukan orien-tasi TQM tetapi kepuasaan pelanggan. Pentingnya TQM dikarenakan dunia yang cepat berubah dan hadirnya kompetitor baik dari lembaga sejenis maupun yang berbeda. Salah satu produk yang ditawarkan gereja adalah berbasis pengajaran, khususnya doktrin dasar iman Kristen. Hal ini jarang dilakukan gereja, terlihat dari belum adanya tulisan yang mengangkat bahasan peng-ajaran doktrin merupakan bagian dari manajemen mutu gereja serta sebagai adaptasi gereja dalam menghadapi kompetitor. Pendekatan yang digunakan dalam tulisan ini adalah kualitatif dengan metode grounded research; alasannya, karena belum ditemukan sebuah tulisan yang menyajikan pengajaran doktrin dasar iman Kristen merupakan bagian dari implementasi TQM di dalam Gereja. Hasil yang ditemukan bahwa, pengajaran doktrin dasar iman Kristen telah membuat Gereja secara umum dapat bertahan selama ribuan tahun di tengah berbagai serangan pengajaran baik dari internal dan eksternal Gereja. Kesimpulan yang diperoleh adalah, pengajaran doktrin iman Kristen merupakan produk yang utama dari Gereja dalam memuaskan jemaat untuk menjamin jemaat tetap menjadi bagian dari persekutuan kudus yaitu Gereja, selain juga merupakan bagian penting untuk menujukkan kualitas Gereja itu.

Measuring The Perception And Attitudes Of The Students Of The Faculty Of Business Administration From The Application Total Quality Management In Administrative Education

2018 ◽  
Vol 2 (3) ◽  
pp. 18-40
Author(s):  
Mouraj Houari
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Business Administration ◽  
Quality Of Services ◽  
Global Changes ◽  
Total Quality ◽  
Management Philosophy ◽  
Global University ◽  
The University

Is the quality of services and basic job is to be given to any department of the utmost importance and providing the appropriate environment and appropriate to provide the basics and requirements of this post, to go towards services in this era, and a university course and service functions to be interest in it today that the quality of services provided by Community to accompany the production - the student - and research programs, develop and provide training and training and motivation to ensure quality, where the quality and the quality of public services is inevitable in light of global changes and transformations, which must inculcate a culture of quality or idea at all Levels of the university. The goal is a global university is the development and renovation and modernization, and to reduce this must change and the introduction of the reasons for and methods of TQM is the most important methods of change and require the latter to re-engineering the education system by introducing a new set of rules surplus to organizational success Of the University, also needs a system for the quality of educational services and research and administrative and financial specifications in the ISO, the university has become today responsible for the preparation of graduates and the preparation of research, but only now have today is to provide the regulatory environment and the purpose of work and solve problems in society Given the importance and application of TQM in universities, the direct impact of "student" on the applicability of this administration support through his or rejection of the philosophy of our modern analytical study of the positions of students of the College of Business Administration, University of Laghouat by the application of TQM in education administration. According to the study the following problems: What is the position of students from the Faculty of Business Administration at the University of LAGHOUAT by the application of TQM?   We believe that the study of this problem our way into the importance of studying the problems of the following subsidiary:   How understanding and knowledge of students Total Quality Management philosophy? How contribution of the Department of the University through their decisions and to influence the position of a student by the application of total quality management philosophy? How understanding and knowledge of students Total Quality Management philosophy?    

scholarly journals Benchmarking dalam Manajemen Sebuah Perpustakaan

2018 ◽  
Vol 2 (1) ◽  
pp. 23
Author(s):  
Eke Wince
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Management System ◽  
Theoretical Study ◽  
Quality Management System ◽  
Quality Of Services ◽  
Total Quality ◽  
Library Management ◽  
Library Development

This article is a theoretical study of the concept of benchmarking in library management to improve the quality of services and functions. The formulation of the problems raised is how the concept of benchmarking is and how its application to the existence and implementation of the functions of library institutions are. The method of writing in this article is to describe the concepts of benchmarking and then put the library activities on the concepts found. Benchmarking can and will be implemented in a library as a form of library development in a dynamic and sustainable way. Benchmarking done at this time tend to be external and functional. A library will apply benchmarking if its management system led to a total quality management system. It means that the empowerment of an organization's resources is developed maximally, professionally and proportionally. A library tends to benchmark, if it had a strategic planning to increase satisfaction both morally and materially.

Adopting total quality management to enhance service delivery in medical records

2016 ◽  
Vol 26 (2) ◽  
pp. 140-169 ◽  
Author(s):  
Emmanuel Adjei ◽  
Monica Mensah
Keyword(s):  
Quality Management ◽  
Service Delivery ◽  
Total Quality Management ◽  
Medical Records ◽  
Team Work ◽  
Quality Of Services ◽  
Management Service ◽  
Total Quality ◽  
Content Type

Purpose The purpose of this study is to determine the extent to which total quality management (TQM) initiatives can improve the quality of services delivery at the medical records unit of the Korle-Bu Teaching Hospital (KBTH) to help meet the expectations and aspirations of patients and customers of the hospital. Design/methodology/approach This research adopted the survey strategy as its research design. The total study population consisted of 114 medical records staff of the KBTH. Questionnaires and personal observations were employed as the data collection instruments. The study recorded a response rate of 98 per cent. Data gathered from respondents were analysed in qualitative terms. Findings The overall finding of this study was that, although the medical records department of the KBTH had a fair degree of understanding on the benefits of TQM to records management service delivery, the exiting values for TQM did not meet the framework of good TQM practice, principles and standards. Research limitations/implications Even though the subjects for the study were from the biggest hospital in Ghana, the findings of this study may not be generalised to the whole country. Practical implications The study has demonstrated the need for the medical records department of the KBTH to have and develop good TQM standards to improve the quality of services to patients and varied customers of the hospital. Originality/value The literature reviewed indicated that this study is a maiden attempt to examine how TQM initiatives including sensitivity, customer satisfaction, commitment of top management, team work, effective leadership and participatory management, people development and effective and open communication can improve the quality of medical records service delivery at the KBTH in Ghana.

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