Analisis Penerapan TQM Pada Percetakan Delaux Paper Kota Gunungsitoli Dalam Upaya Meningkatkan Kepuasan Pelanggan

Main Article Content

Soniaman Lase
Aferiaman Telaumbanua
Serniati Zebua
Martha Surya Dinata Mendrofa

Abstract

Penelitian ini menganalisis penerapan Total Quality Management (TQM) pada Percetakan Delaux Paper di Kota Gunungsitoli untuk meningkatkan kepuasan pelanggan. Fokus utama penelitian ini adalah kualitas produk dan pelayanan. Metode penelitian yang digunakan adalah kualitatif deskriptif, dengan pengumpulan data melalui wawancara dan dokumentasi. Hasil penelitian menunjukkan bahwa Delaux Paper telah berhasil meningkatkan kualitas produk melalui kontrol yang ketat, pemilihan bahan berkualitas, dan inovasi berkelanjutan, memenuhi ekspektasi pelanggan. Namun, ada beberapa kelemahan dalam kualitas pelayanan, terutama dalam keandalan dan ketanggapan terhadap permintaan pelanggan. Perusahaan perlu meningkatkan responsivitas dan empati dalam situasi komplain pelanggan. Penerapan TQM telah memberikan dampak positif terhadap kepuasan pelanggan, namun perbaikan lebih lanjut masih diperlukan dalam beberapa aspek pelayanan. Kesimpulan penelitian ini menegaskan pentingnya penerapan TQM dalam meningkatkan kualitas produk dan pelayanan untuk mempertahankan dan meningkatkan kepuasan pelanggan serta daya saing di pasar.

Downloads

Download data is not yet available.

Article Details

How to Cite
Lase, S., Telaumbanua, A., Zebua, S., & Mendrofa, M. S. D. . (2024). Analisis Penerapan TQM Pada Percetakan Delaux Paper Kota Gunungsitoli Dalam Upaya Meningkatkan Kepuasan Pelanggan. J-CEKI : Jurnal Cendekia Ilmiah, 3(4), 1068–1066. https://doi.org/10.56799/jceki.v3i4.3816
Section
Articles
Author Biographies

Soniaman Lase, Universitas Nias

Manajemen

Aferiaman Telaumbanua, Universitas Nias

Manajemen

Serniati Zebua, Universitas Nias

Manajemen

Martha Surya Dinata Mendrofa, Universitas Nias

Manajemen

References

Álvarez-García, J., Durán-Sánchez, A., & del Río-Rama, M. de la C. (2018). Systematic bibliometric analysis on Kaizen in scientific journals. TQM Journal, 30(4), 356–370. https://doi.org/10.1108/TQM-12-2017-0171

Asnawi, N., & Setyaningsih, N. D. (2020). Perceived service quality in Indonesian Islamic higher education context: A test of Islamic higher education service quality (i-HESQUAL) model. Journal of International Education in Business, 13(1), 107–130. https://doi.org/10.1108/JIEB-11-2019-0054

Bouranta, N., Psomas, E., Suárez-Barraza, M. F., & Jaca, C. (2019). The key factors of total quality management in the service sector: a cross-cultural study. Benchmarking, 26(3), 893–921. https://doi.org/10.1108/BIJ-09-2017-0240

Burka, I. (2020). How managers in poland use the principles and instruments of the kaizen philosophy in their personal lives – the personal kaizen approach. Quality Innovation Prosperity, 24(2), 1–21. https://doi.org/10.12776/QIP.V24I2.1396

Chiarini, A., Baccarani, C., & Mascherpa, V. (2018). Lean production, Toyota Production System and Kaizen philosophy: A conceptual analysis from the perspective of Zen Buddhism. TQM Journal, 30(4), 425–438. https://doi.org/10.1108/TQM-12-2017-0178

Chung, C. H. (2018). The Kaizen Wheel – an integrated philosophical foundation for total continuous improvement. TQM Journal, 30(4), 409–424. https://doi.org/10.1108/TQM-03-2018-0029

Durairatnam, S., Chong, S. C., Jusoh, M., & Dharmaratne, I. R. (2021). Does people-related total quality management “work” for people? An empirical study of the Sri Lankan apparel industry. TQM Journal, 33(6), 1183–1200. https://doi.org/10.1108/TQM-06-2020-0140

Franken, J. C. M., van Dun, D. H., & Wilderom, C. P. M. (2021). Kaizen event process quality: towards a phase-based understanding of high-quality group problem-solving. International Journal of Operations and Production Management, 41(6), 962–990. https://doi.org/10.1108/IJOPM-09-2020-0666

Gandhi, S. K., Sachdeva, A., & Gupta, A. (2019). Impact of service quality on satisfaction and loyalty at manufacturer-distributor dyad: Insights from Indian SMEs. Journal of Advances in Management Research, 16(1), 91–122. https://doi.org/10.1108/JAMR-12-2017-0120

Gonzalez-Aleu, F., Van Aken, E. M., Cross, J., & Glover, W. J. (2018). Continuous improvement project within Kaizen: critical success factors in hospitals. TQM Journal, 30(4), 335–355. https://doi.org/10.1108/TQM-12-2017-0175

Kaur, M., Singh, K., & Singh, D. (2019). Synergetic success factors of total quality management (TQM) and supply chain management (SCM): A literature review. International Journal of Quality and Reliability Management, 36(6), 842–863. https://doi.org/10.1108/IJQRM-11-2017-0228

Kondasani, R. K. R., Panda, R. K., & Basu, R. (2019). Better healthcare setting for better healthcare service quality: An empirical analysis of Indian consumers’ perspective. International Journal of Quality and Reliability Management, 36(10), 1665–1682. https://doi.org/10.1108/IJQRM-05-2018-0120

Kumar, V., Verma, P., Mangla, S. K., Mishra, A., Chowdhary, D., Chi Hsu, C. H., & Lai, K. K. (2020). Barriers to Total Quality Management for sustainability in Indian organizations. International Journal of Quality and Reliability Management, 37(6–7), 1007–1031. https://doi.org/10.1108/IJQRM-10-2019-0312

Ojekalu, S. O., Ojo, O., Oladokun, T. T., & Olabisi, S. A. (2019). Effect of demographic characteristics on service quality perception: Evidence from occupiers of shopping complex in Ibadan, Nigeria. Property Management, 37(3), 418–431. https://doi.org/10.1108/PM-07-2018-0040

Ojekalu, S. O., Ojo, O., Oladokun, T. T., Olabisi, S. A., & Omoniyi, S. S. (2019). Service quality of property managers of shopping complexes in Ibadan, Nigeria: Empirical evidence. Property Management, 37(3), 310–326. https://doi.org/10.1108/PM-04-2018-0029

Reinaldo, L. da S. P., Vieira Neto, J., Goyannes Gusmão Caiado, R., & Gonçalves Quelhas, O. L. (2020). Critical factors for total quality management implementation in the Brazilian construction industry. TQM Journal, 33(5), 1001–1019. https://doi.org/10.1108/TQM-05-2020-0108

Shayestehfar, R., & Yazdani, B. (2019). Bank service quality: A comparison of service quality between BSI branches in Isfahan and Dubai. TQM Journal, 31(1), 28–51. https://doi.org/10.1108/TQM-04-2018-0052

van Kemenade, E., & Hardjono, T. W. (2019). Twenty-first century Total Quality Management: the Emergence Paradigm. TQM Journal, 31(2), 150–166. https://doi.org/10.1108/TQM-04-2018-0045

Vo, B., Kongar, E., & Suárez Barraza, M. F. (2019). Kaizen event approach: a case study in the packaging industry. International Journal of Productivity and Performance Management, 68(7), 1343–1372. https://doi.org/10.1108/IJPPM-07-2018-0282