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All Journal JAM : Jurnal Aplikasi Manajemen DeReMa (Development Research of Management) Jurnal Manajemen JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)
Sutrisno, Timotius F. C. W.
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Decision Sciences, Operations Research & Management

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EXAMINING THE IMPLICATION OF TQM, CUSTOMER SATISFACTION, SERVICE QUALITY, AND MARKET ORIENTATION IN PRIVATE BANK IN SURABAYA Audrey, Evelyn; Sutrisno, Timotius F. C. W.
DeReMa (Development Research of Management): Jurnal Manajemen Vol. 19 No. 1 (2024): May
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v19i1.7314

Abstract

Total Quality Management (TQM) has gained significant attention across various industries as a concept to enhance organizational performance, including in banking industry. This research paper aims to investigate the implementation and impact of TQM principles in the banking industry, exploring its essential indicators including service quality, market orientation, and customer satisfaction. The study begins by reviewing the existing literature on TQM and its application in the banking industry, highlighting key concepts, methodologies, and discussion. Empirical data was taken from 185 bank workers in East Java Region of the Republic of Indonesia, especially Surabaya City. This study uses Confirmatory Factor Analysis to test construct reliability and validity, while the relationship between variables is examined with Partial Least Square/ PLS-SEM. This research uses purposive sampling, we are targeting private bank workers in Surabaya through online questionnaires spread by social media. This research contributes to the existing body of knowledge by providing a comprehensive review and analysis of TQM implementation in the banking industry. This research findings demonstrate that TQM has a significant relationship with Customer Satisfaction, Service Quality, and Market Orientation.Abstrak dalam Bahasa Indonesia. Manajemen Mutu Total (TQM) telah mendapatkan perhatian signifikan di berbagai industri sebagai konsep untuk meningkatkan kinerja organisasi, termasuk dalam industri perbankan. Makalah penelitian ini bertujuan untuk menyelidiki implementasi dan dampak prinsip-prinsip TQM di industri perbankan, mengeksplorasi indikator-indikator pentingnya termasuk kualitas layanan, orientasi pasar, dan kepuasan pelanggan. Studi ini dimulai dengan meninjau literatur yang ada tentang TQM dan aplikasinya dalam industri perbankan, menyoroti konsep-konsep kunci, metodologi, dan diskusi. Data empiris diambil dari 185 pekerja bank di Wilayah Jawa Timur Republik Indonesia, khususnya Kota Surabaya. Penelitian ini menggunakan Analisis Faktor Konfirmatori untuk menguji reliabilitas dan validitas konstruk, sementara hubungan antar variabel diperiksa dengan Partial Least Square/PLS-SEM. Penelitian ini menggunakan purposive sampling, kami menargetkan pekerja bank swasta di Surabaya melalui kuesioner online yang disebar melalui media sosial. Penemuan penelitian ini berkontribusi pada tubuh pengetahuan yang ada dengan memberikan tinjauan dan analisis yang komprehensif tentang implementasi TQM di industri perbankan. Temuan penelitian ini menunjukkan bahwa TQM memiliki hubungan yang signifikan dengan Kepuasan Pelanggan, Kualitas Layanan, dan Orientasi Pasar.
FACTORS IMPROVING THE QUALITY OF ORGANIZATIONAL PERFORMANCE AT CV BUAHE BAROKAH Santi, Fannisa Tiara; Kurniawan, Daniel; Sutrisno, Timotius F. C. W.
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 3 (2024): JMBI UNSRAT Volume 11 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i3.59359

Abstract

This study aims to examine the effect of system of information management utilization on organizational performance mediated by knowledge management and employee engagement. The population in this study were employees of CV Buahe Barokah. The sampling technique used was saturated sampling. The questionnaire was distributed through an offline questionnaire to respondents who were employees of CV Buahe Barokah. This study obtained 73 samples that were eligible for analysis. The data were analyzed using Smart PLS software and using path analysis. The results of this study indicate that system of information management has an effect on organizational performance mediated by knowledge management and employee engagement of CV Buahe Barokah employees.
STUDENT PREFERENCE TOWARDS OVO AS A CASHLESS PAYMENT FACILITY (STUDY AT STUDENTS OF FACULTY OF BUSINESS IN SURABAYA CITY) Padmawidjaja, Liestya; Sutrisno, Timotius F. C. W.; Setiani, Nisa
Jurnal Aplikasi Manajemen Vol. 18 No. 3 (2020)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2020.018.03.15

Abstract

This study was used to determine the acceptance preferences of OVO technology in business faculty students in Surabaya using the TAM theory model (Technology Acceptance Model) that focuses on Perceived Efficacy Factors, Perceived Ease of Use, Perceived Usage that is Easy to Use, and Perceptions of Use that are Perceived and Behavior Intentions for Use. OVO service is a mobile application that allows users to transact using electronic money. There is a trend of using electronic money payments using transitions to make transactions easier, more effective, and efficient, but still safe. Survey data were collected from 160 OVO users and analyzed using quantitative methods with multiple linear regression analysis. The results of this study indicate that the Perceived Risks and TAM core constructs such as Perceived Usability and Perceived Ease of Use have been proven to be both partially and simultaneously significant for the Behavior of Intention to Use. This study explains the significant relationship between constructs and discussing this information can be used to increase OVO acceptance among Surabaya students. This research is based on primary data collection and interpretation. This provides comprehensive insights about OVO acceptance to students in the city of Surabaya.
THE ROLE OF COST REDUCTION AND INVENTORY OPTIMIZATION ON THE PARTNERSHIP IN PURCHASING AND LOGISTICS, AN EMPIRICAL STUDY OF FOOD AND BEVERAGE COMPANIES FROM INDONESIA Sutrisno, Timotius F. C. W.; Kaihatu, Thomas Stefanus
Jurnal Aplikasi Manajemen Vol. 20 No. 1 (2022)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2022.020.01.20

Abstract

Supply chain management is of primary importance in industries operating in an archipelago country like Indonesia. This study aimed to determine the effect of cost reduction and inventory optimization on the partnership in purchasing and logistics on purchasing and logistic performance. This study focuses on food and beverage manufacturing companies in Indonesia. This research uses quantitative methods and descriptive research types. The population in this study is managers of manufacturing companies in Indonesia. The questionnaires obtained were 74 respondents, then respondents who came from manufacturing companies were 50 respondents who met the research criteria. This study indicates several findings: cost reduction and inventory optimization affect the partnership in purchasing and logistics but do not affect purchasing and logistics performance. Furthermore, partnership in purchasing and logistics affects purchasing and logistic performance. The results show that the partnership strategy is essential for manufacturing companies, especially food and beverages because cost reduction and inventory optimization need to involve several companies with more resources to increase purchasing and logistic performance.
RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT ELEMENT, OPERATIONAL PERFORMANCE AND ORGANIZATIONAL PERFORMANCE IN FOOD PRODUCTION SMEs Sutrisno, Timotius F. C. W.
Jurnal Aplikasi Manajemen Vol. 17 No. 2 (2019)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2019.017.02.11

Abstract

The system of improvement and quality management has a fairly rapid development to answer the needs of consumers in the future. TQM is a solution to improve quality in the SMEs food industry, which contributes greatly to the developing countries. The purpose of this paper is to explore the relationship between TQM elements consisting of Soft and Hard aspects, for operational performance and their impact on the performance of SME organizations. Empirical data was taken from 136 SMEs in food production in the East Java Region of the Republic of Indonesia. This study uses Confirmatory Factor Analysis to test construct reliability and validity, while the relationship between variables is examined through Partial Least Square. This research proves that improving operational performance is influenced by the element Soft and Hard TQM and organizational performance achievement is influenced by operational performance. The fact that this research is based on the quality perspective of SME owners of food production and is expected to have an impact on future research on operational management in SMEs. To achieve benefits and obtain sustainable competitive advantages for companies at the SME level, Hard TQM and Soft TQM are not enough, a quality-oriented organizational culture is needed to solve them.
Co-Authors Audrey, Evelyn Daniel Kurniawan Liestya Padmawidjaja Santi, Fannisa Tiara Setiani, Nisa Thomas Stefanus Kaihatu