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PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA PERUSAHAAN MELALUI PERILAKU PRODUKTIF KARYAWAN PADA PT. TOMORROW’S ANTIQUES INDONESIA Suartina, I Wayan; Swara, Ni Nyoman Adityarini Abiyoga Vena; Astiti, Ni Luh Sri
Widya Manajemen Vol 1 No 2 (2019): Widya Manajemen
Publisher : UNHI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (632.231 KB) | DOI: 10.32795/widyamanajemen.v1i2.349

Abstract

This study aims to determine the effect of Total Quality Management (TQM) on employee productive behavior and company performance at PT. Tomorrow’s Antiques Indonesia. This study uses a quantitative method with a sample of 104 employees. Data was collected by observation, interviews, documentation, literature, and questionnaires. The analysis technique used descriptive analysis, path analysis (analysis path), and sobell test. The results of the total quality management (TQM) research have a positive and significant effect on employee productive behaviour at PT. Tomorrow's Antiques with coefficient of 0.986 and a sig value of 0.00 <0.05; employee productive behavior has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.606 and a sig value of 0.00 <0.05; total quality management (TQM) has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.396 and a sig value of 0.00 <0.05, and employee productive behaviour can mediate the effect of total quality management (TQM) on company performance at PT. Tomorrow's Antiques with Z value (17,311) > Z table (1,96).
PERAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) DALAM PENINGKATAN PENCAPAIAN TUJUAN ORGANISASI: SEBUAH KAJIAN LITERATUR Mahayasa, I Gede Aryana; Suartina, I Wayan
JUIMA : JURNAL ILMU MANAJEMEN Vol 9 No 2 (2019): JUIMA : JURNAL ILMU MANAJEMEN
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (77.568 KB) | DOI: 10.36733/juima.v9i2.550

Abstract

Increasing competition in various sectors triggered by globalization requiresindustry challenges, methods and business strategies to be able to maintain the existence and sustainability of the business. Behaviorthat providesfreedom that is not part of an employee'sformal work, but contributesto the social and psychological work environment, is called organizational citizenship behavior (OCB). OCB as an individual freedom, which does not directly or explicitly receive appreciation from the imbalance ofthe formal system, and which fully encourages the effectiveness of organizational functions. This study is a literature study that aims to find out OCB and the factors that influence OCB as well as OCB Benefits for organizations. From the literature study on the results of previous empirical research, it is found that OCB findings are very important for improving organizational goals. Job satisfaction factors, organizational commitment, personality, self-efficacy, culture and leadership are very influential factors on OCB. The implementation of OCB is very decisive in organizations through case studies by taking into account the factorsthat influence it in accordancewith organizational goals.
PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PADA RATU HOTEL (EX. QUEEN HOTEL) DENPASAR DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING Pratiwi, Komang Ary; Suartina, I Wayan; Kusyana, Dewa Nyoman Benni; Dewi, Ida Ayu Made Sasmita
Bisma: Jurnal Manajemen Vol 6, No 1 (2020)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/bjm.v6i1.24405

Abstract

AbstrakBisnis hotel adalah salah satu industri yang mengalami perkembangan paling cepat di wilayah Denpasar-Bali. Banyaknya pesaing menyebabkan pentingnya mendapatkan pelanggan setia ke arah hotel. Loyalitas dapat dipengaruhi oleh kualitas layanan dan kepuasan pelanggan saat menginap di hotel. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan, kepuasan pelanggan terhadap loyalitas.Alat analisis data pada penelitian ini adalah Structural Equation Modeling (SEM) untuk mengetahui pengaruh antar variabel. Hasil penelitian ini menunjukkan bahwa kualitas layanan memiliki pengaruh positif signifikan terhadap kepuasan pelanggan, kepuasan pelanggan memiliki pengaruh positif signifikan terhadap loyalitas, kualitas layanan memiliki pengaruh positif signifikan terhadap loyalitas, kualitas layanan memiliki pengaruh positif signifikan terhadap loyalitas dengan kepuasan pelanggan sebagai variabel intervening.Implikasi manajerial dari hasil penelitian adalah bahwa manajemen Hotel Ratu harus difokuskan pada kualitas layanan hotel yang terdiri dari faktor bukti fisik, kompetensi, kekuatan persepsi, garansi, dan empati untuk mencapai kepuasan dan kesetiaan pelanggan yang menginap di Hotel tersebut.
Pengaruh Customer Relationship Management Dan Kepuasan Terhadap Loyalitas Anggota Suartina, I Wayan; Sadiartha, Anak Agung Ngurah; Ady, Ni Nyoman Rahayu Diantari
Widya Manajemen Vol 2 No 2 (2020): Widya Manajemen
Publisher : UNHI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32795/widyamanajemen.v2i2.910

Abstract

The purpose of this study was to determine the effect of customer relationship management on member satisfaction, the effect of member satisfaction on member loyalty, the effect of customer relationship management on member loyalty, and the influence of customer relationship management on loyalty which is influenced by member satisfaction. This research was conducted at Village-Owned Enterprises (BUMDes) throughout Penebel District, Tabanan, Bali with a sample of 100 people who were determined using the Slovin method and the determination of the sample using incidental sampling. Testing instruments and analysis tools include validity test, reliability test, and path analysis accompanied by Sobell test. Based on the results of the path analysis test, it was found that customer relationship management has a positive and significant effect on member satisfaction, member satisfaction has a positive and significant effect on member loyalty, customer relationship management has a positive and significant effect on member loyalty and based on the results of the Sobell test, member satisfaction has been proven. mediating the relationship between the influence of customer relationship management on member loyalty is seen from the value of Z-score (4.84)> Z-table (1.66). Suggestions given in this study are BUMDes in Penebel District are suggested to further improve customer relationship management strategies to increase member satisfaction and loyalty from members.