Ronald Edward Neparasi, . (2026) PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA OPERASIONAL PADA COFFEE SHOP XYZ DI JAKARTA SELATAN. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The implementation of Total Quality Management (TQM) has become a strategic approach for coffee shop businesses to maintain consistency in product quality and service in order to sustain competitiveness. However, this consistency has not been fully achieved at Coffee Shop XYZ in South Jakarta, which faces a high number of negative customer reviews, significant raw material waste, and Quality Control (QC) scores below the company standard. This study aims to analyze the effect of TQM implementation on operational performance at Coffee Shop XYZ. The study employs a quantitative descriptive approach using a survey method through purposive sampling of 48 respondents consisting of baristas, area managers, and trainers, analyzed using SEM-PLS with SmartPLS 4. The results show that, partially, customer focus (0.340) and education and training (0.348) have a positive and significant effect on operational performance, while obsession with quality (-0.029) and continuous improvement (0.332) are not significant. Simultaneously, the four TQM variables have a significant effect, with an Adjusted R-Square of 92.90%, while the remaining 7.10% is explained by other variables outside the model. The study concludes that integrated TQM implementation is needed to improve the operational performance of Coffee Shop XYZ.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2210111176] [Pembimbing: Heni Nastiti] [Penguji 1: Rosali Sembiring] [Ketua Penguji: Jenji Gunaedi Argo] |
| Uncontrolled Keywords: | Total Quality Management (TQM), Operational Performance, Coffee shop |
| Subjects: | 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: | RONALD EDWARD NEPARASI |
| Date Deposited: | 28 Aug 2026 07:14 |
| Last Modified: | 28 Aug 2026 07:14 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52047 |
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