ANALISIS PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT TERHADAP KINERJA OPERASIONAL PADA PT. POS INDONESIA (PERSERO) PEKANBARU

Abstract

This study aims to determine the effect of implementing total quality management which is manifested in 4 basic pillars, namely customer satisfaction, employee empowerment, continuous quality improvement and fact-based management on operational performance at PT Pos Indonesia. The research sample used as many as 30 employees and sampling using purposive sampling method. Methods of data analysis using multiple linear regression, classical assumptions and hypothesis testing. Based on the results of data analysis, the application of total quality management is proven to have a positive effect on operating performance. However, only the customer satisfaction variable in total quality management is proven to have no partial effect on operating performance. As for the employee empowerment variables, continuous quality improvement and fact-based management in total quality management proved to have a significant positive effect on operating performance.

Keywords: Total Quality Management, operational performance