scholarly journals Analysis of customer satisfaction using Total Quality Management (TQM) junior high school

2021 ◽  
Vol 1 (1) ◽  
pp. 01-10
Author(s):  
Eka Huswatun ◽  
Idham Kholid
Keyword(s):  
High School ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Junior High School ◽  
Direct Evidence ◽  
Quality Education ◽  
Management Approach ◽  
Total Quality

To develop the potential of students must be supported by quality education. Total Quality Management becomes a management approach centered on quality for long-term success through customer satisfaction. The purpose of this study is to find out how customer satisfaction is assessed from aspects of tangibles (direct evidence), reliability, responsiveness, assurance, and empathy. This research uses mixed methods with the Embedded Concurrent model (unbalanced mixture), applied to students with a sample of 90 students as respondents chosen randomly with 25 items of questions, observations, interviews, documentation. The findings of these study address customers getting satisfaction with the services provided by schools. With responsiveness aspects that are more prominent than other elements.

scholarly journals TOTAL QUALITY MANAGEMENT THROUGH LECTURER ASSESSMENT WITH STUDENTS TO IMPROVE GRADUATE QUALITY

2020 ◽  
Vol 2 (1September) ◽  
pp. 227-242 ◽  
Author(s):  
Sutirna Sutirna
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Management System ◽  
College Graduates ◽  
Management Approach ◽  
System Quality ◽  
Total Quality ◽  
The University

Total Management System or abbreviated as TQM is a management system quality that is focused on the customer (Customer focused) by involving all levels of employees in making improvements or continuous improvements (in a manner continuously). Total Quality Management or TQM uses strategy, data and effective communication to integrate quality discipline into culture and company activities. In short, Total Quality Management (TQM) is a management approach to achieve long-term success through satisfaction Customer (Customer Satisfaction). Lecturers are the spearhead of a TQM in college with always carry out Tri Dharma College, but keep in mind that customer satisfaction (in this case students) is the main key to the implementation of the tri dharma of the university high, because with the assessment of students we will be able to find out weaknesses what we have done in PBM. With this weakness, the lecturer is obliged to make changes so that TQM is achieved so that our graduates' expectations will be become competitive with overseas college graduates. The results of this study concluded that the assessment of the implementation of the learning process most lecturers have done from the preparation, implementation and evaluation stages states agree that the stages are prepared in advance by the lecturer before carrying out the lecture process.

scholarly journals ORGANIZATIONAL CLIMATE AND TEACHER PEDAGOGIC COMPETENCE ON QUALITY OF SERVICES IN SMP

2018 ◽  
Vol 1 (1) ◽  
pp. 70-86
Author(s):  
Hamid AL JUFRI ◽  
Dwi PRIYONO
Keyword(s):  
High School ◽  
Quality Management ◽  
Total Quality Management ◽  
Achievement Motivation ◽  
Junior High School ◽  
School Quality ◽  
Positive Influence ◽  
T Test ◽  
Quality Service ◽  
Total Quality

This study aims to determine the influence of Organization Climate and Teacher Pedagogic Competence School Quality Service in Public Junior High School District Kembangan in West Jakarta.This study is descriptive in the entire population of teachers in Public Junior High School in West Jakarta District of New Kebayoran as many as 7 State Primary School with a number of teachers is 347, elected by proportional random sampling, the number of 186 teachers. Data was collected using a questionnaire to measure the Organization Climate, Teachers and Achievement Motivation Teacher on School Quality Service.The results showed that: first, there are positive Influence of Total Quality Management to Principal Teacher School Quality Service is acceptable, it can be determined by t test calculations in which th> tt (40.38> 1.66). And based on the calculation formula product moment correlation coefficient can be determined path coefficients (p31 = 0.272) at α = 0.05, that rh> rt (0.948 > 0.148) means that it can be said that there are positive effects of TQM Head Teacher School Quality Service, by r213 = coefficient of determination of 0.8986. This means that 89.89% of the variation of Teacher School Quality Service (X3) are affected by TQM Principal (X1). Second, there is a positive influence on Achievement Motivation Teacher Teacher School Quality Service is acceptable, it can be determined by t test calculations in which th> tt (73.92> 1.66). Third, there is a positive influence Principal Total Quality Management (X1) of the Teacher Achievement Motivation (X2) can be accepted, it can be determined by t test calculations in which th> tt (32.31 > 1.66).

scholarly journals Application of the Deming Philosophy to Higher Education

2000 ◽  
Vol 14 (1) ◽  
pp. 40-44 ◽  
Author(s):  
Aaron W. Hughey
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Colleges And Universities ◽  
Total Quality ◽  
Historical Significance ◽  
Quality In Higher Education ◽  
Collegiate Environment

A brief overview of the historical significance of the work of W. Edwards Deming, one of the originators of Total Quality Management (TQM), is provided. The essence of the Deming philosophy is that quality must be the pre-eminent consideration in any strategy aimed at long-term success. Within this context, the idea of what constitutes true quality in higher education is discussed followed by an explanation of how Deming's famous ‘14 points’ are as applicable to colleges and universities as they are to business and industry. The author then explains how the ‘14 points’ can be used as a framework for ensuring quality, customer satisfaction and greater accountability within the collegiate environment.

scholarly journals A Preview of Total Quality Management (TQM) in Public Services

2017 ◽  
pp. 3285
Author(s):  
Avia Enggartyasti ◽  
Rezzy Eko Caraka
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Management System ◽  
Public Services ◽  
Management Approach ◽  
Total Quality ◽  
Public Organisations

Total Management System or Total Quality Management (TQM) is a management system that focuses on the Customer by involving all levels of employees in upgrading or continuous improvement. Total Quality Management used data and effective communication to integrate his discipline into the culture and quality of company activities. In short, Total Quality Management (TQM) is a management approach to achieve long-term success through customer satisfaction. This study had two objectives. The first objective was to examine challenges when implementing TQM in public organisations. The second objective was to argues that TQM brings good implications to public services to enhance service quality. 

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.

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