Miartana, IPutu (2014) Implementasi Total Quality Management (TQM) Berbasis Knowledge Management (KM) Pengaruhnya terhadap Kepuasan Pelanggan dan Kinerja Organisasi (Studi pada Hotel berbintang empat dan lima di Bali). Doctor thesis, Universitas Brawijaya.
Abstract
Industri perhotelan di Bali memegang peran penting sebagai akomodasi di bidang kepariwisataan, karena Bali merupakan salah satu daerah tujuan wisata yang terkenal di manca negara. Hal ini dibuktikan bahwa Bali pada awal abad ke-21, telah berkali-kali mendapat predikat “ The Best Island Destination” dan nama Bali sudah mulai populer sebagai destinasi pariwisata dunia pada permulaan abad ke-20, yaitu sejak tahun 1920-an. Bisnis perhotelan di Bali semakin pesat per-kembangannya dengan berbagai strategi bisnis yang diiakukan seperti merger, akuisisi dan juga strategi yang lainnya. Kondisi ini semakin memacu terjadinya persaingan dalam bisnis perhotelan ini, makin sengit. Tuntutan kualitas pelayanan yang makin berkualitas kepada pelanggan menjadi pertimbangan utama pelanggan untuk memilih hotel mana yang akan dijadikan pilihan menginap. Hotel tidak hanya menjalani satu fungsi saja sebagai tempat penginapan atau peristirahatan, namun sekarang berkembang dalam bentuk layanan yang diberikan hotel semakin beragam bentuknya yang tercermin dalam implementasi Total Quality Management (TQM). Penelitian ini bertujuan untuk menguji dan menjelaskan pengaruh Implementasi Total Quality Management terhadap Kinerja Organisasi, dengan Kepuasan Pelanggan dan Knowledge Management sebagai variabel mediasi. Sebuah model structural yang terdiri dari empat variabel, dikembangkan berdasarkan studi literatur yang dilakukan. Model yang dikembangkan ini dianalisis dengan pendekatan Partial Least Square (PLS). Sampel dalam penelitian ini adalah hotel berbintang empat dan lima di Bali sebanyak 87 hotel, dan responden adalah para top manager dan middle manager sebanyak 144 orang. Data dikumpulkan dengan istrumen penelitian dalam bentuk persepsi di diukur menggunakan skala likert. Hasil penelitian menunjukan bahwa implementasi Total Quality Management (TQM) pada hotel berbintang empat dan lima di Bali, akan dapat meningkatkan kinerja organisasi jika terlebih dahulu dapat meningkatkan kepuasan pelanggan dan meningkatkan peran knowledge management yang dimiliki oleh karyawan yang ada di dalam hotel. Disamping itu hasil penelitian ini juga berhasil memberikan implikasi penting berupa faktor kepemimpinan dan perbaikan berkelanjutan sebagai fondasi keberhasilan praktek Total Quality Management pada hotel berbintang empat dan lima di Bali.
English Abstract
The hospitality industry in Bali plays an important role in the field of tourism as an accommodation, since Bali is one of famous tourist destinations in the world. It is proven that Bali has repeatedly nominated as "The Best Island Destination” on the beginning of 21st century and Bali also has been gaining popularity as a tourism destination in the world on the beginning of the 20th century, i.e since 1920s. The development of hospitality business in Bali is increasing rapidly along with the implementation of various business strategies practiced, such as mergers, acquisitions and other strategies. This condition further increases the competition in the hospitality business. The growing demands of the quality of service become the major consideration for customers in choosing a hotel. Hotel does not only undergo one function, i.e. as a base or resting, but now it has been growing in the form of various services provided by hotels which gradually increases. These are reflected in the implementation of Total Quality Management (TQM). This study aims at examining and explaining the effect of implementation of Total Quality Management on Organizational Performance, and Customer Satisfaction with Knowledge Management as a mediating variable. A structural model which was composed of four variables, and was developed based on literature studies were conducted. The model developed was analyzed by using Partial Least Square (PLS) approach. The samples in this study were 87 of four-and five-star hotels in Bali and the respondents were 144 top managers and middle managers. The data were collected by using the research instrument in the form of perception and was measured by using Likert scale. The result of this study shows that the implementation of Total Quality Management (TQM) in the four-star and five-star hotels in Bali will be able to improve organizational performance, if they can improve customer satisfaction and increase the role of knowledge management which was owned by the employees in the hotel. Besides, the results of this study also succeeded in providing important implications in the form of factor of leadership and continuous improvement as the foundation of the success of the practice of Total Quality Management on four and five star hotels in Bali
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DIS/658.401 3/MIA/i/2014/061501310 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.4 Executive management |
| Divisions: | S2/S3 > Doktor Kimia, Fakultas MIPA |
| Depositing User: | Endang Susworini |
| Date Deposited: | 05 May 2015 12:50 |
| Last Modified: | 05 May 2015 12:50 |
| URI: | http://repository.ub.ac.id/id/eprint/160611 |
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