ANALISIS PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA OPERASIONAL PDAM TIRTA SENDAWAR

Abstract

As the number of PDAM Tirta Sendawar customers in West Kutai district increases, it is very necessary to carry out research, especially regarding total quality management and also operational performance at PDAM Tirta Sendawar in order to improve the quality of water production and good service for loyal PDAM Tirta Sendawar customers.

The population used in this research were permanent employees who worked at PDAM Tirta Sendawar. Using a quantitative method, data collection was carried out by distributing questionnaires to 120 respondents and analyzed using multiple linear regression via the SPSS program. Determining the sample in this research uses non-probability sampling. The sampling method in this research is non-probability sampling, namely that elements in the population do not have the same opportunity to be selected as a sample using a purposive sampling technique.

The results obtained after carrying out the analysis were that it was proven that total quality management (TQM) seen from a focus on customers had a significant effect on the operational performance of PDAM Tirta Sendawar. Total quality management (TQM) seen from an integrated system does not have a significant effect on the operational performance of PDAM Tirta Sendawar. Total quality management (TQM) seen from a strategic & systematic approach has a significant effect on the operational performance of PDAM Tirta Sendawar. Total quality management (TQM) seen from continuous quality improvement has a significant effect on the operational performance of PDAM Tirta Sendawar.

The results of the analysis using SPSS show that simultaneously focusing on customers, integrated systems, strategic & systematic approaches and continuous quality improvement have a significant effect on the operational performance of PDAM Tirta Sendawar