ANALISIS PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA OPERASIONAL J&T EXPRESS CP LEBAK BULUS

Sandrina Antania Leovistri, . (2025) ANALISIS PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA OPERASIONAL J&T EXPRESS CP LEBAK BULUS. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to analyze the effect of Total Quality Management (TQM) on operational performance at J&T Express CP Lebak Bulus. The TQM elements studied in this study consist of customer focus, continuous improvement, and employee involvement and empowerment. This study uses a quantitative descriptive approach with the SEM-PLS method using SmartPLS 4.0 software. The determination of the research sample uses the total sampling method with a sample of 46 and involves all J&T Express CP Lebak Bulus employees. The results of the study show that: (1) Employee involvement and empowerment have a strong positive influence of 0.635 and have a significant effect on operational performance. (2) Customer focus shows a positive influence of 0.336 but does not have a significant effect on operational performance. (3) Continuous improvement has a very weak negative influence of -0.077 and does not have a significant effect on operational performance. The Adjusted R-Square test result of 0.729 indicates that the TQM variables in this study can explain 72.9% of operational performance, while 27.1% is influenced by other variables outside the research model. The TQM approach can provide useful findings for company improvement, such as identifying problem areas and anticipating further losses. This allows companies to focus on their core competitiveness and continuously improve their operational performance.

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil: 2210111253] [Pembimbing: Rosali Sembiring Colia] [Penguji 1: Heni Nastiti] [Ketua Penguji : Leis Suzanawaty]
Uncontrolled Keywords: TotalQuality Management, Customer Focus, Continuous Improvement, Employee Empowerment, Operational Performance
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: SANDRINA ANTANIA LEOVISTRI
Date Deposited: 08 Apr 2026 07:19
Last Modified: 08 Apr 2026 07:19
URI: http://repository.upnvj.ac.id/id/eprint/41586

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