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Arfan Bakhtiar
Departemen Teknik Industri Universitas Diponegoro
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Journal : Jurnal Teknik Industri

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The Relationship Between Total Quality Management and Customer Satisfaction Through the Mediation of Employee Performance Parhan, Mario; Bakhtiar, Arfan
Jurnal Teknik Industri Vol. 25 No. 2 (2024): August
Publisher : Department Industrial Engineering, University of Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/JTIUMM.Vol25.No2.161-172

Abstract

The increasing competition in the global market, driven by globalization and technological advancements, has caused many companies to face challenges in maintaining their market position. As a result, effective quality management systems are essential to enhancing employee performance and delivering high-quality products and services to satisfy customers. This study aims to analyze the effect of Total Quality Management (TQM) implementation on employee performance, the influence of employee performance on customer satisfaction, and the mediating role of employee performance between TQM and customer satisfaction. The research was conducted on companies certified with ISO 9001:2015, using questionnaires filled out by 80 respondents. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that TQM significantly improves employee performance, positively affecting customer satisfaction. Additionally, TQM directly enhanced customer satisfaction, with employee performance as an effective mediator in this relationship. These findings suggest that improving TQM practices and employee performance can substantially increase customer satisfaction. The study provides recommendations for companies in Indonesia to optimize TQM implementation, aiming to enhance both employee performance and customer satisfaction.
Co-Authors Adhitya Sulistyawan Adi Hardinata Huatagaol Afandi Rahmat Aris Afira Putri Firandri Agustin, Dilla Ahmad Kamil Alexandra, Alyssa Alvioni, Faradina Rizka Amalia Amalia Anggraini, Alfina Putri Anindyka Lamhot Edward Manullang Ariani Putri Winanda, Ariani Putri Aries Susanty Bambang Purwanggono Bintang Rachvadani Dzakwan Claudha Alba Pradhana Cynthia Yenitasari Sinuraya Cynthia Yenitasari Sinuraya, Cynthia Yenitasari Darminto Pujotomo Daru Rahmawati David Adrianto Denny Nurkertamanda Devy Christine GM Simanjuntak Dewi, Ferra Kurnia Diah Ayu Wulandari Diana Puspita Sari Diana Puspitasari Diana Puspitasari Diana Puspitasari Dwi Jayanto, Dwi Dyah Ika Rinawati Fajarusman, Han Fildariani Massay Hapsari, Chaterine Alvina Prima Helaria Ardelia Wigi Kusuma Hendy Tantono Hery Suliantoro I Ketut Suada Iren Debora Siringo Ringo Isnindita, Fitriana Jonatan Halomoan Karlina Arfiani Kinanti, Rifendha Lulu Qolbie Konstantia Harrani Krisnanto Krisnanto Lathuihamalo, Deliana Lingga Andalia Kumalasari Loekas Soesanto Maharani, Giffari Fitri Marpaung, Klara Fitriani Maulana, Bagus Mega Aulia Silviadara Mega Aulia Silviadara, Mega Aulia Muhammad Arasyandi Muhammad Rizky Murni Elfrida Br Sipayung Murti Wisnu Ragil SASTYAWAN Nafia, Zidna Ilma Najib Fahmi Naniek Utami Handayani Parhan, Mario Pitipaldi, Knight Pratiwi, Dienda Arum Priska Retnosari Setiowati Rachmansyah Rizal Hidayat Rahmadani, Dewita Randy Maulana Nasir Ranintia Adhi Citra Pramesti Rika Gracia Risna ‘Ainun Cahya Nugraheni Sakhoi, Mohammad Iqdam Sanana, Ahmad Aslih Sembiring, Joy Irfan Shara Bilqis Akhlissa Shara Nica Agung Sahara Sihite, Richard Venry Wijaya Silalahi, Abdi R. Simon Pieter Hamonangan Sinabang, Yurike Dwicaesar Singgih Saptadi Siswanto Siswanto Sri Lestari Sriyanto Sriyanto Sriyanto Sriyanto Sya'ban, Najwa Fathiya Tambunan, Ellery FL Tambunan, Laura E. F. Ulina, Jessika Veronica, Febby Widharto, Yusuf Wisnu Adi Yusuf Widharto Zabrina, Andi Denise Zainal Fanani Rosyada