Influence Of Total Quality Management Research Articles

Influence of Total Quality Management on Customers’ Satisfaction: An Indication from Cooperative Banks

Influence of Total Quality Management on Customers’ Satisfaction: An Indication from Cooperative Banks

The Influence of Total Quality Management, Lean Manufacturing, and Entrepreneurial Orientation on Operating Performance in Semarangan Batik Entrepreneurs in Semarang City

Operations management is very important for the production process, the performance it produces is very important for the sustainability of the company. Further research is needed because of the many production problems faced by batik craftsmen in Semarang City. This study aims to study how the application of Total Quality Management, entrepreneurial orientation, and Lean Manufacturing impacts on operating performance. This study used questionnaires as a data collection method. Simple random sampling was used to select the sample, and 59 people were selected. Multiple linear regression analysis was used to evaluate the effect of the independent variable on the dependent variable of the study. The results showed that total quality management improved operating performance (H1 received). The second hypothesis says Lean Manufacturing improves operations performance is accepted, and the third hypothesis says entrepreneurial orientation improves operations performance is accepted. The results of the coefficient of determination test show that the three independent variables affect operating performance by 53%. It is recommended to Semarang batik craftsmen in Semarang City to provide training to their employees, improve their production methods, and reduce their dependence on intermediaries in sales.

Total Quality as an Effective Tool for Achieving Customer Satisfaction, Patronage, Productivity Gains and Sustainability in Organizations

This study examines the influence of Total Quality Management (TQM) on customer satisfaction, patronage, productivity gains and sustainability in organizations. The study collects data from relevant materials through the application of library research design. The study found that managers didn’t pay the required attention on issues really happening in the organizations, despite the existence of improvement programs and principles. Hence, real time improvements with corrective measures are not present in the process of enhancing organizations’ overall quality. The study points out that lack of commitment from any particular group is a serious challenge to quality management. Especially, when this comes from the management who are in the control of the tasks, and it can be a major barrier to the successful implementation of TQM. Quality management programs have failed because they were not consistent and regularly. To achieve a holistic implementation of quality management requires a cultural change in the way tasks are conducted in organizations. However, the study recommends that managers should take corrective measures that would focus on the issues really happening in organizations. They should also consider total quality management tasks to be a continue process, rather than a periodic process. This demands for total cultural change in the way and manner activities are planned and executed in organizations.

Analisis Pengaruh TQM, Budaya Organisasi serta Sistem Penghargaan terhadap Kinerja Manajerial

Purpose: This study aims to evaluate the influence of Total Quality Management (TQM), Organizational Culture, and Reward Systems on managerial performance in startup companies in Indonesia during the COVID-19 pandemic. Methodology: This research considered a population of leaders/managers of service companies, with a total of 2,229 startup companies in Indonesia in 2021. Convenience sampling was used. In this case, 25 leaders and managers of start-up companies in Indonesia were the sample subjects., who answered the research questionnaire. This study was quantitative and used primary data. The primary data were obtained through field studies using questionnaires. The structural model in this study was measured using the coefficient of determination (R²) and the path coefficient to measure the relationship between variables. We then test the hypothesis using the t-test to determine the effect of the independent variable on the dependent variable. Results: it is known that Total Quality Management (TQM) and Organizational Culture have a significant positive impact on managerial performance in start-up companies in Indonesia. However, the Reward System has not been proven to have an impact on managerial performance in the context of start-up companies in Indonesia, perhaps due to the company's limitations in creating an effective reward system as a motivation for employees. Limitations: Limitations in this research include the use of a survey method with a questionnaire without direct interviews with respondents. The sample was limited to 13 startup companies using a convenience sampling method due to time constraints and the impact of the COVID-19 pandemic, as well as the low return rate for questionnaires due to the lack of research permits due to the COVID-19 pandemic. Contribution: This research is expected to provide a deeper understanding of the role of factors in research in facing the challenges faced by start-up companies in Indonesia today. Novelty: novelty in this research includes the use of new variables that have not been studied before and were carried out during the Covid-19 pandemic which provides a better picture from the worker's perspective.

The Influence Of Total Quality Management And Service Innovation On The Quality Of Skkh-Skphh Service Department Of Food Security And Livestock, Kediri Regency

This research aimed to know the influence of total quality management and service innovation on service quality at Dinas Ketahanan Pangan and Peternakan Kabupaten Kediri. This research is quantitative. The method used in this research were interviews, questionnaires, and library studies. The populations in this research were 36 respondents and the samples used in this research were also 36 respondents. The sampling technique used was census sampling. The sample in this research consisted of two types of respondents, namely 36 employees and 36 customers. The data analysis method used was multiple linear regression. This technique is used to determine the influence of total quality management (TQM) and discipline to service quality. The result showed that total quality management (TQM) and service innovation have a significant influence either simultaneously or partially on the quality of service at Dinas Ketahanan Pangan and Peternakan Kabupaten Kediri. So the hypothesis could be acceptable. The variable most dominant influence is the service innovation.

The Influence of Total Quality Management (TQM) and Organizational Culture on Employee Job Satisfaction that Impacts Employee Performance (Case Study on Cooperatives in South Tangerang City)

This study aims to determine the effect of total quality management and organizational culture on employee job satisfaction with employee performance as an intervening variable. This research uses quantitative research, which is based on data that can be calculated to produce a strong quantitative interpretation. The data analysis technique used is PLS version 3.0 (Partial Least Square) software which is a variant-based structural equation analysis (Structural Equation Model) and can perform measurement model testing as well as structural model testing. The population and sample in this study were cooperatives in the South Tangerang area. The technique used in this study was the Simple Random Sampling Technique. And the sample used in this study were 191 employees in the South Tangerang Cooperative. With the results of the study that total quality management has a significant effect on employee job satisfaction because the t-statistic value is 19,056 1,652 while the latent variable on organizational culture has an effect on the contribution to the latent variable on employee job satisfaction with a statistical value of 14,351 1,652. While the latent variable total quality management has no significant effect on employee performance because the value is 1.281 1.652. And the organizational culture variable has an effect on employee performance with a t-statistic value of 4.214 1.652. And for the variable employee job satisfaction has an effect on employee performance with a value of 5.115 1.652.

The Influence of Total Quality Management (TQM) on the Quality of Health Services at PKM XYZ

This research was conducted to find out whether there is an influence of Total Quality Management (TQM) on the quality of health services. The research was conducted at one of the PKM located in Kab. Bandung using the Total Quality Management (TQM) method. Data collected in this research was carried out by direct observation and interviews. The results of this research show that TQM has a significant influence on the quality of health services at PKM, namely service quality both partially and simultaneously

The Influence of Total Quality Management (TQM) and Characteristics of Management Accountig Information Systems on Managerial Performance

Managerial performance is one of the things that can drive the success of a company's goals. There are several things that can affect and improve managerial performance including total quality management and management accounting information systems. The application of total quality management will help the managerial role to further improve its performance so that it can be carried out properly. In addition, the existence of an available management accounting information system will support the control and decision-making process of a manager. This study aims to determine the effect of total quality management and the characteristics of management accounting information systems on managerial performance at PT. So Good Food Jakarta Branch. Application of total quality management and management accounting information systems at PT. The So Good Food Jakarta Branch has been running and is well available, but there needs to be improvement so that the implementation of total quality management and management accounting information systems can run optimally. The method in this study was to conduct a questionnaire survey with an ordinal scale form to 40 respondents from PT. So Good Food Jakarta Branch, then data processing is carried out using SEM-PLS data analysis techniques and is designed with a quantitative approach to descriptive analysis and verification. The results of this study are expected to be a solution to problems related to managerial performance at PT. So Good Food Jakarta Branch.
 The results of this study prove that: (1) total quality management has an effect on managerial performance, (2) the characteristics of management accounting information systems have an effect on managerial performance

Customer Satisfaction of Technopreneurs Based on TQM and Servqual During the Covid-19 Pandemic

Manuscript type: Research paper Research aims: This research examines the influence of total quality management (TQM) on service quality (Servqual), TQM on customer satisfaction, and Servqual on customer satisfaction. Design/Methodology/Approach: A sample of 406 customers who made online purchase transactions from technopreneurs in the 33 districts of North Sumatra province was included. The participants were selected using multiple-stage cluster sampling. The sample size of 406 was determined through simple random sampling using the Krejcie and Morgan (1970) table at a 95% confidence level, resulting in a final sample of 198 customers. The collected data were analysed using Pearson correlation analysis. Research findings: TQM significantly influenced Servqual and customer satisfaction, while Servqual directly affected customer satisfaction. Theoretical contribution/Originality: This research provides valuable insights and contributions to technopreneurs by enhancing their managerial knowledge pertaining to customer satisfaction. Practitioner/Policy implication: This research proposes quality management as a strategic approach to enhance technopreneur development. Research limitation/Implications: For future research, there is potential to examine customer satisfaction among technopreneurs during the post-Covid-19 pandemic period.

Influence of total quality management on employee’s perception of SQ, in context of healthcare sector; Pakistan

To examine influence of total quality management on perceived quality services, to identify how training and knowledge sharing impact as moderating variables and mediated by organizational culture. Non-probability convenience sampling strategy was utilized for sampling. Cross sectional study design for data collection from doctors, nurses, administrative employees and others of tertiary care hospital in Karachi. It was determined that positive outcomes of TQM in SQ in the Pakistani health sector with the aid of OC mediation demonstrate that if businesses successfully adopt TQM practices, it will improve SQ score even in private hospitals. while top-management commitment and support from the government are essential for achieving ambitious objectives. In our research, the private sector's moderation effects based on training in quality management are excellent, though knowledge sharing may serve us less in both sectors. The research can be used to understanding how specialist training projects in public and private hospitals can promote TQM adoption can be influenced by dedicated training programs in public and private hospitals.

The Influence of Total Quality Management on Physical Facility Development in Sukabumi Area Shoe Company

A manufacturing company is a type of company that produces finished goods and sells them. The development of physical facilities has a role in facilitating and expediting the company before a business activity takes place. The development of physical facilities also needs to pay attention to the construction of physical facilities as well as the K3 (Occupational Health and Safety) aspect where the company upholds the value that employees are the company's most important asset. This study aims to analyze the effect of implementing TQM on the development of physical facilities using a quantitative descriptive method. The results of this study indicate that TQM has an effect of 19.6% on the development of these physical facilities, so that the implementation of a good TQM system can improve the quality of work as well as the quality of the resulting buildings.

Modeling the significance of dynamic capability on the performance of microfinance institutions.

According to strategic management theory, dynamic capability plays a significant role in enhancing organizational performance. Using a cross-sectional research design, the current study quantitatively assesses the mediating effect of dynamic capability on the relationships of total quality management, customer intellectual capital, and human resource management practice with the performance of microfinance institutions. An online survey involving 120 members of Induk Koperasi Kredit, a credit union association in West Kalimantan, Indonesia, is conducted. All the data are subjected to variance-based partial least squares structural equation modeling (PLS-SEM) analysis. The obtained results demonstrate the significant and positive influence of total quality management and human resource management practice on dynamic capability. Furthermore, dynamic capability is found to mediate the relationship between total quality management and human resource management practice on the performance of microfinance institutions. However, this study is unable to conclude that total quality management and human resource management practice have any significant impact on the performance of microfinance institutions. Nonetheless, this study demonstrates the crucial need for microfinance institutions to enhance their management activities via dynamic capability to enhance performance. This is one of the earliest studies conducted during the COVID-19 pandemic to examine the capabilities and performance of microfinance institutions in Indonesia. Notably, the performance of microfinance institutions can be further sustained by improving customers' intellectual and dynamic capabilities.

Total Quality Management for Competitive Advantage in the UAE

Purpose: The study purposed to examine the influence of total quality management on the competitive advantage of businesses in the United Arab Emirates. TQM has been studied in the past but not in the context of competitive advantage, especially in business in the United Arab Emirates. The paper aimed to examine TQM practices and their influence on businesses' competitive advantage in the United Arab Emirates.
 Methodology: The study utilized a quantitative method aligned with a positivist philosophy and a deductive approach. A structured questionnaire was used to glean data from 54 participants. The sample was chosen through random sampling. The questionnaire was launched online and withdrawn after the allocated timeline was depleted. The response rate was 90% at the time of the withdrawal. Data were analyzed using descriptive statistics.
 Findings: The results showed that different TQM practices such as customer focus, effective communication, continual improvement, fact-based decision making, strategic and systematic approach, integrated system, employee involvement, and process approach increased the business's competitive advantage in the United Arab Emirates. Also, the results showed that businesses that adopt TQM practices get time-based, cost, first mover, product differentiation, and price advantages through increasing customer satisfaction, reducing costs and defects, customer attraction, product quality loyalty, and product differentiation. Lastly, the result showed that TQM positively affects UAE business by increasing overall competitiveness.
 Unique Contribution to Theory, Practice and Policy: The study was anchored on customer focus theory which focuses on the customer, the modern market has arguably embraced this in the business environment where information systems development is considered. The findings of this study are insightful to business managers as they underpin the importance of implementing different TQM practices and leveraging them for competitive advantage

THE INFLUENCE OF THE DIMENSIONS OF TOTAL QUALITY MANAGEMENT TOWARDS EMPLOYEE PERFORMANCE IN RSUD DR. H. ISHAK UMARELLA

Introduction/Main Objectives: To analyze the influence of the dimensions total quality management toward employee performance in an Indonesian Regional Public Hospital (RSUD) Dr. H. Ishak Umarella. Background Problems: This research is conducted based on the premise that there are problems related to employee performance at RSUD Dr. H. Ishak Umarella which were inconsistent throughout 2020. According to the condition, the objective of this research is to verify the influence of total quality management toward employee performance. Novelty: In the dimensions of total quality management used, in which there are additional dimensions and adjustment to the dimensions used according to the object of research. Research Methods: The process of sampling applied in this research is purposive sampling, using the total of 100 respondents. Data are collected using questionnaires as the main instrument and Likert Scale to measure respondents' answers in the questionnaires. Finding/Results: The result shows that the focus on customer variable (X1), employee engagement and empowerment variable (X2), continuous improvement variable (X3), teamwork variable (X4), and education and training variables (X5) have a positive and significant influence towards employee performance (Y) at RSUD Dr. H. Ishak Umarella. Conclusion: This research concludes that in an effort to improve the performance of its employees, every government agency must attend to and strengthen the five variables

Assessing the Influence of Total Quality Management on Customer Satisfaction in the Telecom Industry: A TQM–SERVQUAL Perspective

Total quality management (TQM) has become a reliable quality and customer satisfaction approach that can meet or exceed customer satisfaction. Previous studies have not really tied total quality management in the aspects of SERVQUAL as the major influence on customer satisfaction in the Ghanaian telecommunication sector, thus the need for this research. As customer satisfaction continues to rise, telecommunication customers expect service quality to improve to meet their satisfaction. The quality of service determines the customer satisfaction level in a service industry, such as telecom. Effective total quality management would result in better service quality. SERVQUAL is arguably the model to assess the effectiveness of customer satisfaction in the service industry. The aim of this study is to assess the influence of total quality management on customer satisfaction in the telecom industry from a TQM–SERVQUAL perspective. The study relied on questionnaires to gather data about the TQM services on customer satisfaction. A self-completion questionnaire was administered to customers and employees of MTN Ghana and Vodafone Ghana. Both companies operate with the same procedures and equipment, hence the need to use the same apparatus for all contacted customers and employees. There were 800 respondents from both companies’ employees and customers, although 850 questionnaires were administered. Descriptive statistical analysis was used through the questionnaire. The investigators also ran preliminary tests such as reliability, validity, and multicollinearity tests to ascertain if the received data were reasonable enough for the research and would fit the expected model. The data collected were analyzed and the inference was drawn in the study. The key finding states that total quality management had a significant impact on service quality and customer satisfaction. It is also concluded that service quality has a positive influence on customer satisfaction. Moreover, service quality has been detected as a major variable of TQM in achieving customer satisfaction in telecommunication companies in Ghana.

The Influence of Total Quality Management (TQM), Reward Systems, and Performance Measurement Systems on Company Performance through Employee Productive Behavior As Mediation Variables in Garment Companies

Today’s business world has experienced rapid development. There is intense competition among fellow companies. The management system can work as a tool to improve company performance by measuring its employees’ performance. A performance measuring system is required to improve business performance. It will later function as an information provider that can be a reference for managers in making correct decisions for the company’s progress in general. This study focuses on garment companies using SEM PLS data analysis techniques, producing different results. It uses a quantitative descriptive method. It looks at the company’s performance measurement only from a financial point of view. The result showed that there is a significant beneficial impact between the TQM, employee productive behavior on company performance, and TQM on employee productive behavior. However, there is no effect of the reward system on the company’s performance. The productive behavior of employees can mediate the reward system based on company performance. Performance measurement systems can be mediated by productive employee behavior upon company performance. Employees that engage in productive behavior can mediate TQM on mediated company performance. The suggestion of the result of this research is the company can consider these research results to develop their company performance to achieve their goal. Therefore, the researchers also suggest that others conduct further research using a different method and variables that have not been studied in this study.

Total Quality Management (TQM) Influence on the Service Quality of Services Companies in China

This conceptual paper explores the influence of Total Quality Management (TQM) on service quality in Chinese service companies. The paper aims to investigate the specific TQM practices implemented by these companies and examine the impact of TQM on service quality. The paper begins by discussing the importance of TQM in the service industry and its potential benefits for Chinese service companies. It highlights the need for customer focus, employee empowerment, process standardization, performance measurement, and continuous improvement in achieving service quality excellence. Through an examination of existing literature and empirical studies, the paper finds that TQM practices positively impact service quality in Chinese service companies. TQM implementation leads to improved customer satisfaction, enhanced customer loyalty, and overall organizational performance. The adoption of customer feedback mechanisms enables companies to understand customer needs and tailor their services accordingly. Employee empowerment and involvement contribute to higher levels of employee motivation and commitment, resulting in improved service quality outcomes. Process standardization ensures consistency and efficiency in service delivery, while performance measurement systems enable companies to monitor and evaluate service quality against benchmarks. The paper concludes that TQM practices have a significant positive impact on service quality in Chinese service companies. It emphasizes the role of leadership commitment in fostering a culture of quality and sustaining the focus on service quality throughout the organization. The findings of this conceptual research highlight the importance of embracing TQM principles to enhance service quality and gain a competitive edge in the market.

Effect of Total Quality Management Practices on Service Delivery in Health Sector in Nairobi County, Kenya

This study sought to examine the influence of Total Quality Management (TQM) practices on quality services in healthcare sector in Nairobi County, Kenya. Specifically, this study examined the influence of customer focus, quality improvement, employee involvement and management support on quality services in healthcare sector in Nairobi County. The study adopted cross-sectional descriptive design and targeted healthcare providers in five hospitals (three public and two private) in Nairobi County including; Mbagathi hospital, Mama Lucy hospital, Pumwani hospital, Coptic hospital and Aga Khan Hospital. Yamane formula was used calculate the sample size of 115 respondents from healthcare workforce population of 1,652.  Data was collected using questionnaires and analyzed through descriptive and inferential statistics. The study found that customer focus promoted effective assessments and follow-ups on patients and helped to build strong relationships between healthcare providers and patients through effective communication and continuous quality improvement through Continuous Quality Improvement (CQI) teams and routine Multidisciplinary teams (MDT) promoted service quality while employee involvement enhanced motivation and productivity of staff. Management support was essential in setting and ensuring implementation of goals and vision of healthcare facilities, motivation of staff and resource mobilization to implement core services in healthcare facilities. The study concluded that there is a significant relationship between TQM practices and quality services in healthcare sector in Nairobi County, Kenya and recommended that healthcare facilities (public & private) should bolster implementation of TQM interventions since they promote quality of services. Keywords: Customer Focus, Quality Improvement, Employee Involvement, Management Support & Service Delivery

The Influence of Total Quality Management To Profit in the MSME Culinary Sector

Destination from study this is for analyze the effect of total quality management (TQM) on profits moderated by the performance of MSMEs after the COVID-19 pandemic. Study This research was carried out on SMEs in the fast food culinary sector in the Mranggen district of Demak. Variable free from study this is total quality management and performance, variable dependent is profit and there one variable moderation that is performance. Indicator of the total quality management used in study this is customer focus, improvement _ sustainability, and empowerment employees. Respondents used _ as any as 60 senior employees at selected MSMEs use purposive sampling technique. Method data collection that is method survey with use questionnaire. Study this using a data quality test consisting of from the validity test and reliability test, continued with using assumption test classic consisting of from normality test, heteroscedasticity test and multicollinearity test then test the hypothesis which consists of from Moderated Regression Analysis (MRA), t test (partial) and f test (simultaneous) and coefficient test determinant (R 2). Research results state that total quality management variable has an effect significant and positive (97.113 > 2.54) towards profit by partial, and variable MSME performance has an effect significant and positive (3.713 > 2.120) towards profit by partial. MSME performance variable is not succeed moderate (0.867) the effect of total quality management on earnings.

OSH Performance within TQM Application in Construction Companies: A Qualitative Study in Saudi Arabia.

OSH plays a significant role in construction project success. Therefore, the aim of this study is to explore the influence of total quality management (TQM) application in improving occupational safety and health (OSH) within the context of Saudi construction companies. Factors were identified from structured literature reviews of previous relevant empirical studies. Then, these factors were theoretically framed into the concept of a triple bottom line (TBL), which includes three main dimensions: social, environmental, and economic. Thus, a semistructured interview survey was used to investigate these factors to address the performance of OSH in construction companies that implement TQM. A grounded theory was used to analyze and determine these factors. Accordingly, fourteen effective factors are identified. The survey findings indicate that the most influenced factors are the control of occupational accidents/injuries, the enhancement of workforce safety, the improvement of management pledges toward OSH, and the development of work culture toward OSH. These findings are vital in exploring the influence of TQM application in Saudi construction companies for the management of improving the performance of OSH, thereby helping to reduce the level of work injuries in the construction field and boosting the safety and health of workers for construction projects.