The Influence of Total Quality Management on Operational Performance at Rayz UMM Malang Hotel

Alma Karistiana; R Y Susanto; Yuni Setyawati

Authors

Alma Karistiana Management, Faculty of Economics, University of Tribhuwana Tunggadewi, Malang, Indonesia
R Y Susanto Management, Faculty of Economics, University of Tribhuwana Tunggadewi, Malang, Indonesia
Yuni Setyawati Management, Faculty of Economics, University of Tribhuwana Tunggadewi, Malang, Indonesia

Keywords:

Total Quality Management, Operational Performance, Rayz UMM Malang, Hotel, Influence

Abstract

The purpose of this research is to determine the effect of total quality management on operational performance at Hotel Rayz UMM Malang. This is a quantitative study. The sampling method used in this research is random sampling with 47 respondents. Data collection techniques include observation, questionnaires, literature studies, and documentation. The data analysis method is simple linear regression. The research results prove that total quality management has a significant and positive effect on operational performance at Hotel Rayz UMM Malang, as indicated by a calculated t value of 6.440, representing an influence of 66.4%. The aspects of total quality management that affect operational performance include employees focusing on providing good service to customers, conducting evaluations for continuous service improvement, employees receiving training programs for skill development, and good communication between management and employees.

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