Pengaruh Total Quality Management Terhadap Competitive Advantage dan Kepuasan Pelanggan Pada PT. Astragraphia, Tbk Jakarta

ENDA NOVI KRISTIN S, Agus Setiawan, M.Soc.Sc.

2016 | Tesis | S2 MANAJEMEN (MM) JAKARTA

PT. Astragraphia, Tbk merupakan perusahaan document solution. Perjalanan bisnis segmen usaha ini diawali dengan penyediaan peralatan perkantoran seperti mesin fotokopi, faksimili, penghancur kertas, dan lainnya. PT Astragraphia, Tbk merupakan perusahaan yang menerapkan total quality management untuk dapat memaksimumkan daya saing organisasi dalam perbaikan secara terus-menerus atas produk dan jasa, tenaga kerja, proses, serta lingkungannya. Penelitian yang digunakan penulis dalam penelitian ini adalah pendekatan penelitian kuantitatif. Dalam penelitian ini data primer diperoleh dari kuesioner, observasi dan wawancara. Data hasil kuesioner diolah menggunakan metode regresi linier, dengan bantuan software SPSS version 23. Berdasarkan analisis yang telah dilakukan mengindikasikan bahwa Total Quality Management yang diterapkan oleh PT. Astragraphia, Tbk tergolong tidak baik dengan persentase 48,43%, Competitive Advantage tergolong tidak baik dengan persentase 48%, dan Kepuasan Pelanggan tergolong tidak baik dengan persentase 49%. Kontribusi Total Quality Management terhadap Competitive Advantage memiliki pengaruh sebesar 11% dan kontribusi Total Quality Management terhadap Kepuasan Pelanggan memiliki pengaruh sebesar 11,2%.

PT. Astragraphia, Tbk is a document solution company. This business segment begins with the provision of office equipment such as copiers, fax, paper shredders and other things. PT Astragraphia, Tbk is a company that implements total quality management to maximize the competitiveness of the organization in the continuous improvement of products and services, labor, processes, and the environment. The study used by the author in this study is a quantitative research approach. In this study the primary data obtained from questionnaires, observations and interviews. Data from the questionnaire is processed using linear regression method, with software SPSS version 23. Based on the analysis that has been done indicates that Total Quality Management applied by PT. Astragraphia, Tbk classified as not good with the percentage of 48,43%, Competitive Advantage classified as not good with the percentage of 48%, and Customer Satisfaction classified as not good with the percentage of 49%. Contributions Total Quality Management to Competitive Advantage has the effect of 11% and the contribution of Total Quality Management to Customer Satisfaction has the effect of 11.2%.

Kata Kunci : total quality management, competitive advantage, customer satisfaction