Subandiah, . (2025) ANALISIS PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA OPERASIONAL PADA J&T EXPRESS DROP CENTER X DEPOK. Karya Ilmiah Akhir 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 Drop Center X Depok. The TQM variables examined include customer focus, obsession with quality, and employee involvement and empowerment. This research employed a quantitative approach using the Structural Equation Modeling–Partial Least Square (SEM-PLS) method with SmartPLS 4.0. The sample consisted of 55 respondents, representing all employees at the drop center. The results indicate that customer focus has a positive but not significant effect on operational performance, with an original sample value of 0.304. Obsession with quality has a positive and significant effect on operational performance, with an original sample value of 0.418. Meanwhile, employee involvement and empowerment do not have a significant effect, with an original sample value of 0.139. Simultaneously, the three TQM variables have a significant effect on operational performance. The R-square value of 0.617 indicates that 61.7% of the variation in operational performance can be explained by the research model.
| Item Type: | Thesis (Karya Ilmiah Akhir) |
|---|---|
| Additional Information: | [No Panggil: 2210111222] [Pembimbing; Rosali Sembiring Colia] [Penguji 1: Heni Nastiti] [Ketua Penguji; Jenji Gunaedi Argo] |
| Uncontrolled Keywords: | Total Quality Management, Customer Focus, Obsession with Quality, Employee Involvement and Empowerment, Operational Performance. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions 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: | SUBANDIAH |
| Date Deposited: | 13 Apr 2026 02:12 |
| Last Modified: | 13 Apr 2026 08:47 |
| URI: | http://repository.upnvj.ac.id/id/eprint/42098 |
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