scholarly journals PENGARUH IMPLEMENTASI RELATIONSHIP MARKETING TERHADAP CUSTOMER LOYALTY (STUDI KASUS PADA BANK MANDIRI CABANG BERINGHARJO DI DAERAH ISTIMEWA YOGYAKARTA)

2020 ◽  
Vol 4 (1) ◽  
pp. 69
Author(s):  
Dhimas Nurcahyo ◽  
Ignatius Soni Kurniawan ◽  
Risal Rinofah
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Cluster Sampling ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Expectation

The purpose of this study is to examine the effect of understanding customer expectations, building service partnerships, total quality management, and empowering employees towards customer loyalty. This research was conducted for customers who saved at Beringharjo Branch Bank Mandiri in the Special Region of Yogyakarta. The sampling technique in this study is cluster sampling. The study used questionnaires to collect primary data, and respondents were 80. We used regression analysis to determine the effect of understanding customer expectations, building service partnerships, total quality management, and empowering employees to customer loyalty. Comprehensively, the variable of understanding customer expectation, building service partnership, total quality management and empowering employees has a simultaneous and significant effect on customer loyalty. For the results of the coefficient of determination, it is explained that 61.3% of customer loyalty variants can be explained by the four independent variables.Kata kunci :Marketing relationship, understanding customer expectation, total quality management, empowering employees, customer loyalty. 

scholarly journals PENGARUH TOTAL QUALITY MANAGEMENT DAN KEADILAN PROSEDURAL (PROCEDURAL JUSTICE) TERHADAP KINERJA KARYAWAN DI PT. LAMONGAN GAS LESTARI KABUPATEN LAMONGAN

2019 ◽  
Vol 11 (2) ◽  
pp. 117-127
Author(s):  
Miftahul Huda ◽  
Moh. Azus Shony Azar
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Procedural Justice ◽  
Employee Performance ◽  
Field Research ◽  
Sampling Technique ◽  
Procedural Fairness ◽  
Coefficient Of Determination ◽  
Total Quality ◽  
Validity And Reliability

Human resources are important in a company Therefore, it is necessary to have good human resource management to support the achievement of the objectives of the company by implementing Total Quality Management and Procedural Fairness to employees. This research to determine and analyze how much Total Quality Management and Procedural Fairness on Employee Performance. The sampling technique used is field research using saturated samples. The samples of this study were 34 samples, employees who worked at PT. Lamongan Gas Lestari  Lamongan  Regency  which  then  becomes  the  respondent and  fills  in  the questionnaire provided by the author. Based on questionnaire data that has been processed with the help of the SPSS 23.0 application and has been tested for validity and reliability, it can be stated that all of the data is valid and reliable. Then based on the results of the study show based on the F test states that there is an effect of Total Quality Management, Procedural Justice simultaneously on employee performance of 30,660, t test stated that the variable Total Quality Management of 2.952 and Procedural Justice of 3.420 is the dominant variable in influencing employee performance. Based on the coefficient of determination test it can be seen that the R2 value of 66.4 means that the influence of Total Quality Management, Procedural Justice and employee performance is 66.4%, the remaining 33.6% is influenced by other factors outside this research variable.  

scholarly journals Analisis Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan pada PT. Pangkalan Baru Indah Pekanbaru

2018 ◽  
Vol 1 (2) ◽  
pp. 137-152
Author(s):  
Yusnita Octafilia ◽  
Mira Oktavia
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Relationship Marketing ◽  
Palm Oil ◽  
Customer Loyalty ◽  
Analysis Method ◽  
Business Relationship ◽  
Total Quality ◽  
Customer Expectation ◽  
Palm Oil Mill

Riau is one of the provinces with the largest number of Palm Oil Mill in Indonesia. The large amount of existing Palm Oil Mill and the less amount of customers makes Palm Oil Mill must be able to maintain their business relationship in order to stabilize their selling. The existence of intense competition and the necessity to maintain their business relationship are a phenomenon of this research so the purpose of this study is to analyze the influence of Relationship Marketing Inputs to customer loyalty at PT. Pangkalan Baru Indah Pekanbaru. The research is used questionnaires method on 65 customers of PT. Pangkalan Baru Indah Pekanbaru. Data analysis method on this research is used quantitative analysis which analyzes through statistical calculation using software program SPSS version 19.0. The result of this research shows understanding customer expectation, building service partnership dan total quality management have positive and significant effect to customer loyalty in PT. Pangkalan Baru Indah while empowering employees has no significant effect to customer loyalty of PT. Pangkalan Baru Indah Pekanbaru.   Keywords : Relationship Marketing, Understanding Customer Expectation, Building Service Partnership, Total Quality Management, Empowering Employees and Customer Loyalty

scholarly journals Pengaruh Digital Leadership, Total Quality Management, dan Knowledge Management terhadap Sustainability Management pada Perusahaan di DKI Jakarta

2021 ◽  
Vol 2 (2) ◽  
pp. 97-124
Author(s):  
Jennifer Wesly ◽  
◽  
Veren Kristiana ◽  
Tommy Bong ◽  
Nopriadi Saputra ◽  
...  
Keyword(s):  
Knowledge Management ◽  
Quality Management ◽  
Total Quality Management ◽  
Significant Influence ◽  
Sampling Technique ◽  
Primary Data ◽  
Total Quality ◽  
Sustainability Management ◽  
Management Knowledge ◽  
Analysis Technique

Abstract Purpose: This study aimed to determine the influence of digital leadership, total quality management, and knowledge management on companies’ sustainability management in DKI Jakarta. Research methodology: The sampling technique used in this research is the convenience sampling technique. It used primary data through questionnaire distribution with 389 respondents of employees who work in DKI Jakarta. As for the data analysis technique, this research used the regression technique in both simple and multiple regression. Results: The results of this study indicate that digital leadership and knowledge management have a significant influence on the sustainability management of companies in DKI Jakarta. Meanwhile, total quality management does not have a significant influence on the sustainability management of companies in DKI Jakarta Limitations: This study only examines the variables of digital leadership, total quality management, knowledge management, and sustainability management. This research is also limited to employees who work at companies in DKI Jakarta. Contribution: This study shows how the level of digital leadership, total quality management, knowledge management, and sustainability management in companies in DKI Jakarta. This study also shows how digital leadership, total quality management, and knowledge management affect sustainability management. Companies can use this research to improve the company’s sustainability management by implementing digital leadership, knowledge management and paying more attention to the importance of developing total quality management within the company.

scholarly journals PENGARUH PARTISIPASI ANGGARAN, TOTAL QUALITY MANAGEMENT DAN KETIDAKPASTIAN LINGKUNGAN TERHADAP KI NERJA MANAJERIAL PADA PT. PELAYARAN TONASA LINES DI KABUPATEN PANGKEP

2021 ◽  
Vol 5 (1) ◽  
pp. 156-171
Author(s):  
Muh. Zulfadli ◽  
Hajering Hajering ◽  
Amiruddin Amiruddin
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Environmental Uncertainty ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Total Quality ◽  
Managerial Performance ◽  
Regression Test ◽  
The Subject ◽  
And Performance

In this study the author has the objective to determine the effect of budget participation, total quality management and environmental uncertainty on managerial performance on PT Pelayaran Tonasa Lines in Pangkep Regency. The hypothesis of this study is: Suspected of budget participation, total quality management and environmental uncertainty have a significant impact on the performance of managerial on PT Pelayaran Tonasa Lines in Pangkep Regency.  The data required in this study is primary data in the form of respondents’ assessment of participation, total quality management, environmental uncertainty and performance of managerial. Data collection methods used in this study is the questionnaire as well as a literature review on the books related to the subject matter covered. Data analysis techniques used by Multiple Linear Regression Test, t test, F test, Coefficient of Determination Test. The results of this study indicate: (1) budget participation a positively and significantly effect on the managerial performance; (2) total quality management a positively and not significantly effect on the managerial performance; and (3) environmental uncertainty a positively and significantly effect on the managerial performance

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 Combined Impactof Knowledge Management and Total Quality Management on Innovation Performance: Insights from Indian IT Industry

2019 ◽  
Vol 8 (4) ◽  
pp. 5664-5669
Keyword(s):  
Knowledge Management ◽  
Quality Management ◽  
Total Quality Management ◽  
Empirical Studies ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Innovation Performance ◽  
Total Quality ◽  
It Industry ◽  
Sustained Competitive Advantage

Organizations are operating in an environment characterized by volatility, uncertainty, complexity and ambiguity. In such an environment an organization can attain sustained competitive advantage only through innovation. Innovation performance is the only effective yardstick that differentiates an ordinary organization from a world class one. Knowledge management is the process of creation and application of knowledge required for the attainment of organizational objectives. Total quality management stresses on continuous improvement to achieve organizational effectiveness. Despite the popularity of knowledge management, total quality management and innovation performance, empirical studies about the relationship between these variables is scant especially in Indian context. Present study attempted to find out the collective impact of knowledge management and total quality management on innovation performance in Indian IT industry. Data were collected from 219 employees working in 15 large IT organizations in Kerala by using simple random sampling technique. Results established that knowledge management and total quality management individually as well as collectively impact innovation performance. The significant influence on innovation performance is more when knowledge management and total quality management were combined. Results sensitize managers to create a differentiated management architecture that supports both knowledge management and total quality management simultaneously to foster innovation.

scholarly journals TOTAL QUALITY MANAGEMENT IN AFFECTING COMPANY OPERATIONAL PERFORMANCE IN CONVECTION SMEs WITH ORGANIZATIONAL COMMITMENT AS A MEDIATOR

2021 ◽  
Vol 19 (3) ◽  
pp. 662-677
Author(s):  
Teuku Roli Ilhamsyah Putra ◽  
◽  
Mukhlis Yunus ◽  
Teuku Hafiz Fakhreza ◽  
◽  
...  
Keyword(s):  
Organizational Commitment ◽  
Quality Management ◽  
Total Quality Management ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Model ◽  
Operational Performance ◽  
Total Quality ◽  
Study Population ◽  
And Performance

This study aims to prove the role of Total Quality Management (TQM) and organizational commitment in supporting the achievement of company operational performance. The population was all Convection SMEs in the city of Banda Aceh, consisted of 294 Convection SMEs. The sample was selected using a proportional sampling technique where sampling considers elements or categories in the study population. The sample taken was 15% of the population. One respondent represented one unit of SMEs, so the sample has amounted to 169 respondents. Data was collected using questionnaires. The model was analyzed with the Structural Equation Model Analysis. The result showed an influence between TQM on Organizational Commitment, TQM on Company Operational Performance, and Organizational Commitment on Company Operational Performance. This study also found that organizational commitment can act as a partial mediator to strengthen the effect of TQM on Company operational performance. The interesting issue in this study lies in the discussion of the organizational commitment to solving the inconsistency problems in the quality of convection production in SMEs. Furthermore, the other researchers can provide more concepts and variables to enrich this research model, like other mediators for TQM to achieve performance or even the commitment that can strengthen the TQM and performance. The model also can be a reference for practitioners to set their strategy in further, to go more productive.

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

Impact of total quality management, organisational excellence and entrepreneurial orientation on organisational performance: empirical evidence from the public sector in UAE

2020 ◽  
Vol 27 (9) ◽  
pp. 2497-2519 ◽  
Author(s):  
Hassan Saleh Al-Dhaafri ◽  
Mohammed Saleh Alosani
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Entrepreneurial Orientation ◽  
Structural Equation ◽  
Total Effect ◽  
Primary Data ◽  
Organisational Performance ◽  
Total Quality ◽  
Content Type ◽  
The Public

PurposeDrawing upon the resource-based view, the authors examined empirically the total effect of total quality management (TQM), organisational excellence and entrepreneurial orientation (EO) on organisational performanceDesign/methodology/approachHypotheses were formed to be tested using primary data collected through a survey questionnaire. The data were collected from the Dubai police organisation as a field of study. Out of the 500 distributed questionnaires, 280 questionnaires were returned. Partial least squares structural equation modelling (PLS-SEM) was used to analyse the data for measurement and structural models.FindingsThe statistical results that were extracted using PLS-SEM confirmed the positive and significant effect of TQM, organisational excellence and EO on organisational performance.Practical implicationsIn this study, many valuable implications were found from the results. The outcomes of this study can help managers, decision makers and practitioners in considering the importance of implementing practices, such as TQM, excellence and EO in their organisations. Therefore, the outcomes can help in achieving the best desired performance.Originality/valueThe present study is one of the most important empirical research studies that examine the total effect of TQM, organisational excellence and EO on performance relationships.

scholarly journals Analisis Penerapan Total Quality Management dan Komitmen Organisasi dalam Meningkatkan Kinerja Perusahaan

2021 ◽  
Vol 1 (1) ◽  
pp. 30-37
Author(s):  
Aulia Rabius Tsani ◽  
Nurleli
Keyword(s):  
Organizational Commitment ◽  
Quality Management ◽  
Total Quality Management ◽  
Management Practices ◽  
Global Market ◽  
Primary Data ◽  
Company Performance ◽  
Total Quality ◽  
Business World

Abstract. At present the company is competing to survise in the business world, because today many companies want to maximize competitiveness through continuous improvement made by several companies that play a very important role in increasing the strength of competitiveness. Dakal global market product quality is also one of the most important elements for companies to be ableto compete. TQM is one form of company management practices that can suppress the quality paradigm witgin a company. Organizational Commitment is a force that binds individuals to take an action towards one or several goals. The purpose of this study was to determine the application of Total Quality Management in improving company performance and analysis of organizational commitment to company performance in LPKL PDAM Tirtawening. This research uses descriptive methods and case studies as well as using a quantitative approach carried out at LPKL PDAM Tirtawening, the sourch of the data used is the primary data sourch with data collection techniques namely questionnaire. Determination of respondents in filing out the research questionnaire was chosen based on the number of Managers or Section Heads of employees in LPKL PDAM Tirtawening as many as 25 respondents. Total Quality Management can improve company performance in LPKL PDAM Tirtawening. Abstrak. Saat ini perusahaan sedang bersaing untuk bertahan dalam dunia bisnis, karena saat ini banyak perusahaan yang ingin memaksimalkan daya saing melalui perbaikan terus – menerus yang dilakukan oleh beberapa perusahaanyang memainkan peran yang sangat penting dalam meningkatkan kekuatan daya saing. Dakal pasar global kualitas produk juga menjadi salah satu elemen terpenting bagi perusahaan untuk dapat bersaing.TQM adalah salah satu bentuk praktek manajemen perusahaan yang bisa menekan paradigma kualitas dalam perusahaan. Komitmen Organisasi merupakan kekuatan yang mengikat individu untuk melakukan suatu aksi untuk menuju satu atau beberapa tujuan. Tujuan penelitian ini untuk mengetahui penerapan Total Quality Management dalam meningkatkan kinerja perusahaan dan analisis komitmen organisasi terhadap kinerj perusahaan pada LPKL PDAM Tirtawening. Penelitian ini menggunakan metode deskriptif dan studi kasus serta menggunakan pendekatan kuantitatif yang dilksanakan di LPKL PDAM Tirtawening, sumber data yang digunakan yaitu sumber data primer dengan teknik pengumpulan data yaitu kusioner. Penentuan responden dalam mengisi kuesioner penelitian ini dipilih berdasarakan jumlah Manajer atau Kepala Bagian dar karyawan yang ada di LPKL PDAM Tirtawening sebanyak 25 orang responden. Total Quality Management dapat meningkat kinerja perusahaan dan komitmen organisasi dapat meningkatkan kinerja perusahaan di LPKL PDAM Tirtawening

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