Article Per Year (5 Year)
p-Index From 2020 - 2025
0.92
P-Index
This Author published in this journals
All Journal DeReMa (Development Research of Management) Jurnal Manajemen JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Leverage, Engagement, Empowerment of Community (LeECOM)
Audrey, Evelyn
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Published : 5 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 5 Documents
Search

 1 
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.
Pembelajaran Pengelolaan Pemasok Berbasis Online pada Buruh Migran Indonesia di Singapura Sutrisno, Timotius Febry Christian Wahyu; Sigilipu, Diana Margaret; Audrey, Evelyn
Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Vol. 5 No. 2 (2023): Jurnal Leverage, Engagement, Empowerment of Community (LeECOM)
Publisher : Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/leecom.v5i2.3691

Abstract

Pembelajaran menjadi suatu kegiatan bagi peserta didik dengan pendidik melalui sumber pembelajaran pada suatu lingkungan atau kondisi. Pendidik dan peserta didik merupakan dua entitas yang memiliki hubungan berkesinambungan dan tidak dapat dipisahkan. Di mana keduanya memiliki interaksi yang saling berkelanjutan sehingga menghasilkan proses pembelajaran intelektual yang signifikan. Pengabdian ini dilakukan dengan metode pendekatan experiential learning. Target dari pengabdian ini memberikan pengajaran dan ilmu kepada buruh migran Indonesia yang berada di Singapura. Motif dari kebanyakan Tenaga Kerja Indonesia ini adalah karena adanya kendala ekonomi, terutama pada wanita yang sudah membangun keluarga. Alasan-alasan yang mendorong wanita untuk merantau karena dari daerah asal mereka tidak banyak mengalami perubahan terutama untukmeningkatkan kondisi ekonomi keluarga. Hasil kegiatan ini dinilai telah berkontribusi dalam memberikan edukasi dan wawasan baru bagi ibu-ibu yang bekerja di luar negeri dalam mengerti dan mengaplikasikan manajemen pemasok, proses operasional produksi, dan logistik dalam kehidupan bisnis mereka.
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.
BEYOND TQM: LEVERAGING QUALITY MANAGEMENT PRACTICES FOR ENHANCED PERFORMANCE AND SUSTAINABILITY IN SURABAYA UNIVERSITIES Audrey, Evelyn; 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.v11i3.58502

Abstract

This study investigates the impact of quality management (QM) practices on organizational performance and innovation in higher education institutions (HEIs), which face increasing challenges from global competition, technological changes, and funding pressures. While QM practices have been extensively studied in manufacturing and service sectors, their application in HEIs remains underexplored, particularly in terms of distinguishing between soft (human-centered) and hard (technical) practices. This research addresses that gap by adopting a multidimensional perspective to examine how both soft and hard QM practices influence organizational performance and sustainability. The findings show that balancing soft QM elements, such as top management support, student focus, supplier management, people management, strategic planning, with hard QM processes, like process management, information and analysis, continuous improvement, and program design are critical to improving performance and fostering sustainability in HEIs.
REACHING BANK EXCELLENCE THROUGH TQM IMPLEMENTATION IN PRIVATE BANK IN SURABAYA Audrey, Evelyn; Sutrisno, Timotius F. C. W
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 7 No 4 (2023): IJEBAR, Vol. 7 Issue 4, December 2023
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v7i4.10526

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 th existing literature on TQM and its application in the banking industry, highlighting key concepts, methodologies, and discussion. Data was taken from 185 bank workers in Surabaya. This study uses Confirmatory Factor Analysis to test construct reliability and validity, while the relationship between variables is examined with Partial Least Square. This research contributes to the existing body of knowledge by providing a comprehensive review and analysis of TQM implementation in the banking industry
Co-Authors Febry, Timotius Sigilipu, Diana Margaret Sutrisno , Timotius F. C. W. Sutrisno, Timotius F. C. W Sutrisno, Timotius F. C. W.