scholarly journals PERAN KUALITAS PELAYANAN DALAM MEMEDIASI PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN KONSUMEN PADA SEPEDA BALI TOUR

2019 ◽  
Vol 8 (5) ◽  
pp. 3247
Author(s):  
I Gede Bayu Mertha Segara ◽  
Gede Merta Sudiartha
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Quality Management ◽  
Path Analysis ◽  
Consumer Satisfaction ◽  
Company Performance ◽  
Total Quality ◽  
Beta Coefficient

Business competition is getting tighter and the changing needs of consumers make companies must always be able to provide satisfaction to consumers in order to be able to compete with competitors. The application of total quality management can improve company performance in providing satisfaction to consumers. In addition, by providing good quality service to consumers, it will give more greater satisfaction on consumers. The purpose of this study was to determine the role of service quality in mediating the effect of total quality management on customer satisfaction. This research was conducted at Sepeda Bali Tour, with the number of respondents being 200 consumers of Sepeda Bali Tour. The method used is nonprobability sampling, especially purposive sampling with data analysis techniques using path analysis and sobel test. Based on the results of the analysis carried out the results show that service quality variables are able to mediate the effect of applying total quality management on customer satisfaction. The path analysis test shows that the direct effect of the total quality management variable on customer satisfaction has a beta coefficient of 0.386 while the indirect effect mediated by service quality shows a beta coefficient of 0.489. While the results of the sobel test obtained a calculated Z value of 12.0123 which is greater than 1.96 (Z count 12.0127> 1.96) which means that service quality is able to mediate total quality management on customer satisfaction Keyword :                total quality management (tqm), service quality, consumer satisfaction

PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA PERUSAHAAN MELALUI PERILAKU PRODUKTIF KARYAWAN PADA PT. TOMORROW’S ANTIQUES INDONESIA

2019 ◽  
Vol 1 (2) ◽  
pp. 1-20
Author(s):  
I Wayan Suartina ◽  
Ni Nyoman Adityarini Abiyoga Vena Swara ◽  
Ni Luh Sri Astiti
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Path Analysis ◽  
Quantitative Method ◽  
Descriptive Analysis ◽  
Company Performance ◽  
Total Quality ◽  
Analysis Technique ◽  
Z Value

This study aims to determine the effect of Total Quality Management (TQM) on employee productive behavior and company performance at PT. Tomorrow’s Antiques Indonesia. This study uses a quantitative method with a sample of 104 employees. Data was collected by observation, interviews, documentation, literature, and questionnaires. The analysis technique used descriptive analysis, path analysis (analysis path), and sobell test. The results of the total quality management (TQM) research have a positive and significant effect on employee productive behaviour at PT. Tomorrow's Antiques with coefficient of 0.986 and a sig value of 0.00 <0.05; employee productive behavior has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.606 and a sig value of 0.00 <0.05; total quality management (TQM) has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.396 and a sig value of 0.00 <0.05, and employee productive behaviour can mediate the effect of total quality management (TQM) on company performance at PT. Tomorrow's Antiques with Z value (17,311) > Z table (1,96).

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 PERANAN TOTAL QUALITY MANAGEMENT DALAM MENINGKATKAN KEPUASAN KONSUMEN

2016 ◽  
Vol 2 (2) ◽  
pp. 145
Author(s):  
Asrizal Asrizal ◽  
Mukaram Mukaram
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Mean Value ◽  
Total Quality ◽  
Sample Technique ◽  
Saturated Sample ◽  
The Mean

One of the characteristics that the resulting product quality is the emergence of consumer satisfaction. Customer satisfaction will be achieved when the product quality of an organization that is supported by the implementation of Total Quality Management (TQM). The purpose of this study is to determine the level of implementation of TQM at Sekolah Dasar Islam Terpadu Bina Insan Mulia, determine the level of customer satisfaction atSekolah Dasar Islam Terpadu Bina Insan Mulia, as well as to determine whether TQM affects customer satisfaction at Sekolah Dasar Islam Terpadu Bina Insan Mulia. This study used a saturated sample technique by using the entire population of 113 as the study sample. Based on the results of the research level of implementation of TQM at Sekolah Dasar Islam Terpadu Bina Insan Mulia already "good" it is based on the mean value of 4.0613 is in the interval 3.41 to 4.20, which means that the rate of implementation of TQM at Sekolah Dasar Islam Terpadu Bina Insan Mulia is good. the level of customer satisfaction atSekolah Dasar Islam Terpadu Bina Insan Mulia Bekasi is at a level that is "good" it is based on the mean value of 4.1505 is in the interval 3.41 to 4.20, which means that the level of consumer satisfaction atSekolah Dasar Islam Terpadu Bina Insan Mulia is good. From the results obtained regression analysis models regression coefficient is Y = 9.274 + 0.429x which means that if there is no value of TQM variable, the value of variable consumer satisfaction is equal to 9.274 and if there is additional 1 value of TQM variable then customer satisfaction variable will increase by 0.429. Significance value 0,000 lower than the probability value of 0.05 indicates that the TQMvariable significantly influence customer satisfaction variable. Rated R-square of 0.689 or 68.9% means that the contribution of TQM variable to customer satisfaction variable is at 68.9% while the remaining 31.1% is contributed by other variables outside the study

Use of multiple methodologies for developing a customer-oriented model of total quality management in higher education

2016 ◽  
Vol 30 (3) ◽  
pp. 326-353 ◽  
Author(s):  
Sangeeta Sahney
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Path Analysis ◽  
Educational System ◽  
Total Quality ◽  
Content Type ◽  
Internal Customers ◽  
Design Characteristics

Purpose – Educational institutes must embrace the principles of total quality management (TQM) if they seek to remain competitive, and survive and succeed in the long run. An educational institution must embrace the principles of quality management and incorporate them into all of their activities. Starting with a theoretical background, the paper outlines the results of a study conducted on both internal and external customers of the educational system, with select engineering and management institutes as foci of study. The study is an attempt toward developing an integrated customer-centric model of quality management in education, through the use of multiple methodologies so as to be able to evaluate service quality; prioritize improvement of service; and guide and develop educational services by incorporating the voice of the customer (VOC). The purpose of this paper is to establish the prioritization for improvement of service design of an educational system through incorporation of the VOC, be it internal or external customers, through the use of multiple methodologies, leading to generalization of results. Design/methodology/approach – The study uses multiple methodologies with various techniques for analysis through the application of the SERVQUAL; quality function deployment (QFD); interpretive structural modeling (ISM); and path analysis. The SERVQUAL was applied to identify the gap and determine the level of service quality. Following this, QFD, ISM and path analysis were used to identify the set of minimum design characteristics/quality components that would meet the requirements the various internal and external customers of the educational system. The QFD was used to identify the set of minimum design characteristics/quality components that meet the requirements of the various internal and external customers of the educational system. The ISM and path analysis were used to identify and prioritize the design characteristics/quality components that would meet the requirements the various internal and external customers of the educational system. Findings – The findings from the various techniques were amalgamated, and proposed as an integrated model of TQM in higher education. The study helped identify with a customer perspective, the quality components which would help design TQM for higher education institutions in India. Research limitations/implications – The paper could be useful to government bodies, funding agencies, policy makers and administrators in developing a system that could lead to satisfaction of both internal and external customers of the educational system. Originality/value – The study includes within its scope the varied customers of the educational system, namely, internal and external customers of the educational system; the internal customers being the faculty and the administrative staff, and the external customers being the students and the industry (as the employer). This is yet to be seen in other research studies. Also, the integration of the multiple tools and their application to the field of higher education in India, has not yet been made available in the literature.

scholarly journals INOVASI MEMEDIASI TQM DAN KINERJA PERUSAHAAN PADA SEKTOR UKM

2019 ◽  
Vol 3 (2) ◽  
pp. 155-163
Author(s):  
Yolanda Masnita (Universitas Trisakti - Indonesia) ◽  
Abdul Rahman (Universitas Trisakti - Indonesia) ◽  
Andhika Veraldy (Universitas Trisakti - Indonesia)
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Small And Medium Enterprises ◽  
Radical Innovation ◽  
Incremental Innovation ◽  
Company Performance ◽  
Total Quality ◽  
Food And Beverage ◽  
Convenience Sampling ◽  
Medium Enterprises

Abstract In strategy competition, innovation must be clear and precise in accordance with consumer demand and expectations. Limited organizational resources require organizations to manage innovation clearly. The company's efforts to change or increase product output, both from its processes and services, are interpreted as innovation. This study aims to examine the effect of total quality management on company performance with two approaches, additional innovation and radical innovation. The hypothesis was tested from data collected from 108 food and beverage SMEs registered at the Indonesian Food and Beverage Entrepreneurs Association - GAPMMI using convenience sampling data processed with AMOS. The results of the study show that additional innovation as a TQM mediator has an influence on company performance. In addition, testing shows that radical innovation has no effect on company performance. Therefore, additional innovation is the best way that SMEs can choose as a TQM approach to influence company performance. This research can contribute to small and medium enterprises in the selection of innovations in the practice of TQM. This will help entrepreneurs get better company performance Key words: total quality management; incremental innovation; radical innovation; firm performance; SMEs AbstrakDalam kompetisi strategi, inovasi harus jelas dan tepat sesuai dengan permintaan dan harapan konsumen. Terbatasnya sumber daya organisasi menuntut organisasi mengelola inovasi dengan jelas. Upaya perusahaan untuk mengubah atau meningkatkan output produk, baik dari proses dan layanannya, ditafsirkan sebagai inovasi. Penelitian ini bertujuan untuk meneliti pengaruh manajemen kualitas total terhadap kinerja perusahaan dengan dua pendekatan, inovasi tambahan dan inovasi radikal. Hipotesis diuji dari data yang dikumpulkan dari 108 UKM makanan dan minuman yang terdaftar di Gabungan Pengusaha Makanan dan Minuman Indonesia – GAPMMI dengan menggunakan convenience sampling data diolah dengan AMOS. Hasil penelitian menunjukkan bahwa inovasi tambahan sebagai mediator TQM, memiliki pengaruh terhadap kinerja perusahaan. Selain itu, pengujian menunjukkan bahwa inovasi radikal tidak berpengaruh pada kinerja perusahaan. Oleh karena itu, inovasi tambahan adalah cara terbaik yang dapat dipilih oleh UKM sebagai pendekatan TQM untuk mempengaruhi kinerja perusahaan. Penelitian ini dapat berkontribusi untuk usaha kecil dan menengah dalam pemilihan inovasi dalam praktik TQM. Hal ini akan membantu pengusaha mendapatkan kinerja perusahaan yang lebih baik Kata kunci: manajemen kualitas total; inovasi tambahan; inovasi radikal; kinerja perusahaan; UKM

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