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All Journal Journal of Applied Management and Business (JAMB) Jurnal Manajemen
Napitupulu, Rizal Afif A
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Humanities Computer Science & IT Economics, Econometrics & Finance Social Sciences Other

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FACTORS THAT INFLUENCE THE SUCCESS OF IMPLEMENTING TOTAL QUALITY MANAGEMENT (TQM) IN MICRO, SMALL AND MEDIUM ENTERPRISES (MSMEs) IN INDONESIA Yogasnumurti, Raras Risia; Napitupulu, Rizal Afif A; Setiagraha, Dika
Jurnal Manajemen Vol 12 No 4 (2024): Jurnal Manajemen
Publisher : Program Studi Manajemen Fakultas Ekonomi Universitas Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36546/jm.v12i4.1531

Abstract

The business competition experienced by MSMEs in Indonesia is getting tighter and requires MSMEs to maximize their potential. Facing the challenges faced by MSMEs, implementing Total Quality Management (TQM) is a strategy that can be implemented. This research aims to analyze the factors that influence the success of implementing Total Quality Management (TQM) in MSMEs in Indonesia. The method used in this research is a qualitative approach, where the data obtained is based on literature review and previous research sourced from books, journals and websites. The results of the analysis show that there are several factors that influence the success of implementing TQM in MSMEs in Indonesia, namely focus on customers; continuous improvement; teamwork and engagement; top management commitment and recognition; training and development; quality systems and policies; leadership; communication within the company; supplier relationships and management; measurement and feedback; cultural changes in employee behavior and attitudes; and employee empowerment. By paying attention to all these factors, MSMEs in Indonesia can create an environment that supports TQM success, increase competitiveness or compete more globally, reduce dependence on imports, strengthen Indonesia's overall economic position, and achieve the desired sustainability.
Consumer Loyalty Based on Service Quality and Customer Satisfaction Dini, Fitriara Rahma; Junianto, Mahmud; Nugraha, Yoga Aji; Napitupulu, Rizal Afif A; Putri, Miranda; Anggraini, Nadiem
Journal of Applied Management and Business Vol. 6 No. 2 (2025): Vol. 6, No. 2, December 2025
Publisher : Universitas Dinamika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37802/jamb.v6i2.1280

Abstract

Companies and customers can build strong relationships through customer loyalty, which serves as the main foundation in creating long-term, mutually beneficial relationships. The purpose of this study is to analyze the influence of service quality and customer trust on loyalty. Analyze the influence of service quality, trust, and customer satisfaction on customer loyalty. Analyze the influence of service quality and customer trust through satisfaction on customer loyalty. This study uses a quantitative approach with the research location at PT Pegadaian UPC Palembang Square with a population of 559 people. Furthermore, the research sample was determined to be 85 customers selected using a purposive sampling technique. Research data collection was carried out using a questionnaire. The collected data will be analyzed using multiple regression analysis techniques. The findings in this study are that (i) service quality can positively and significantly influence consumer loyalty, (ii) satisfaction can positively and significantly influence consumer loyalty, (iii) together service quality and satisfaction can positively and significantly influence consumer loyalty. This study aims to provide information and considerations for industrial businesses regarding how to increase consumer loyalty.
Co-Authors Anggraini, Nadiem Dika Setiagraha, Dika Dini, Fitriara Rahma junianto, mahmud Nugraha, Yoga Aji Putri, Miranda Yogasnumurti, Raras Risia