RENTIN, MALA RAHMAWATI (2023) ANALISIS PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA OPERASIONAL PADA PT TELKOM AKSES JEMBER ANALISIS PENGARUH PENERAPAN (TQM) TERHADAP KINERJA OPERASIONAL PADA PT TELKOM TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA OPERASIONAL PADA PT TELKOM. Skripsi thesis, INSTITUT TEKNOLOGI DAN SAINS MANDALA.
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Abstract
ABSTRACT IMPLEMENTATION EFFECT ANALYSIS (TQM) ON OPERATIONAL PERFORMANCE AT PT TELKOM AKSES IMPLEMENTATION EFFECT ANALYSISTOTAL QUALITY MANAGEMENT (TQM) ON OPERATIONAL PERFORMANCE AT PT TELKOM AKSES JEMBER TOTAL QUALITY MANAGEMENT (TQM) ON OPERATIONAL PERFORMANCE AT PT TELKOM AKSES Rentin Mala Rahmawati, Dr, Hary Sulaksono S.E., M.M, Ahmad Sauqi S.E., M.M Rentin Mala Rahmawati, Dr, Hary Sulaksono S.E., M.M, Ahmad Sauqi S.E., Rentin Mala Rahmawati, Dr, Hary Sulaksono S.E., M.M, Ahmad Sauqi S.E., This study aims to determine This study aims to determine the effect of Total Quality management the effect of Total Quality management (TQM), which consists of Focus on Customer Satisfaction, Obsession with (TQM), which consists of Focus on Customer Satisfaction, Obsession with (TQM), which consists of Focus on Customer Satisfaction, Obsession with Quality, Education and Training, Employee Engagement and Empowerment on Operational Performance at PT Telkom Akses Jember. The research data was obtained by distributing questionnaires to the research object with a sampling technique using purposive sampling. This type of research is quantitative. The sample in this study were 50 employees of PT Telkom Access Jember. The data alidity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis test, coefficient of determination test, t test and F test using the SPSS 26 data processing program. tudy indicate that partially the focus on customer satisfaction (X1) has a significant effect on operational performance (Y). Partially, the obsession with quality variable (x2) has no significant effect on operational performance (Y). Partially, the Education and Training variable (X3) has no significant effect on Operational Performance (Y). Employee Engagement and Empowerment (X4) has no significant effect on Operational Performance (Y). Simultaneously the variables Focus on Customer Satisfaction (X1), O with Quality (X2), Education and Training (X3) Employee Engagement and Empowerment (X4) have a significant effect on Operational Performance (Y). The results of the coefficient of determination show that the variables Focus on n, Obsession with Quality, Education and Training and Employee Engagement and Empowerment have an effect on the Operational Quality, Education and Training, Employee Engagement and Empowerment on Operational Performance at PT Telkom Akses Jember. The research data was obtained by distributing questionnaires to the research object with a sampling technique using purposive sampling. This type of research is quantitative. The sample in this study were 50 employees of PT Telkom Access Jember. The data analysis used is the validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis test, coefficient of determination test, t test and F test using the SPSS 26 data processing program. The results in this study indicate that partially the focus on customer satisfaction (X1) has a significant effect on operational performance (Y). Partially, the obsession with quality variable (x2) has no significant effect on operational performance (Y). Partially, the Educa significant effect on Operational Performance (Y). Employee Engagement and Empowerment (X4) has no significant effect on Operational Performance (Y). Simultaneously the variables Focus on Customer Satisfaction (X1), O with Quality (X2), Education and Training (X3) Employee Engagement and Empowerment (X4) have a significant effect on Operational Performance (Y). The results of the coefficient of determination show that the variables Focus on Customer Satisfaction, Obsession with Quality, Education and Training and Employee Engagement and Empowerment have an effect on the Operational Performance variable. Quality, Education and Training, Employee Engagement and Empowerment on Operational Performance at PT Telkom Akses Jember. The research data was obtained by distributing questionnaires to the research object with a sampling technique using purposive sampling. This type of research is quantitative. The sample in this study were 50 employees of PT Telkom Access Jember. The data alidity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis test, coefficient of determination test, t test and F test using the SPSS 26 data processing program. tudy indicate that partially the focus on customer satisfaction (X1) has a significant effect on operational performance (Y). Partially, the obsession with quality variable (x2) has no significant effect on operational tion and Training variable (X3) has no significant effect on Operational Performance (Y). Employee Engagement and Empowerment (X4) has no significant effect on Operational Performance (Y). Simultaneously the variables Focus on Customer Satisfaction (X1), Obsession with Quality (X2), Education and Training (X3) Employee Engagement and Empowerment (X4) have a significant effect on Operational Performance (Y). The results of the coefficient of determination show that the variables Focus on n, Obsession with Quality, Education and Training and Employee Engagement and Empowerment have an effect on the Operational Keywords:Customer Satisfaction, Quality Obsession, Education and Training, Employee Engagement and Empowerment, Operational Keywords:Customer Satisfaction, Quality Obsession, Education and Training, Employee Engagement and Performance Keywords:Customer Satisfaction, Quality Obsession, Education and Empowerment, Operational
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | MANAJEMEN-S1 |
| Depositing User: | Handoko Triharso |
| Date Deposited: | 08 Feb 2025 02:36 |
| Last Modified: | 08 Feb 2025 02:36 |
| URI: | http://repo.itsm.ac.id/id/eprint/929 |
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