Peran quality tools dalam upaya peningkatan kepuasan konsumen di sektor perhubungan: studi kasus pada PT Kereta Api Indonesia Daerah operasi VI Yogyakarta, PT PELNI, PT Garuda Indonesia
Wahyuningsih, Tri (Adv. Dr. Ir. Adi Djoko Guritno, MSIE), Dr. Ir. Adi Djoko Guritno, MSIE
Penelitian ini bertujuan untuk mengidentifikasi aplikasi quality tools untuk peningkatan kualitas dalam hubungannya dengan outcome (process improvement, employee satisfaction, customer satisfaction, quality performance) dalam sektor perhubungan. Hipotesis yang diajukan adalah leadership berhubungan positif dengan teamwork, process improvement, employee satisfaction dan customer satisfaction (Hla, HIb, HIe, Hid). Teamwork berhubungan positif dengan quality tools knowledge (H2). Quality tools knowledge jika diaplikasikan dapat efektif dalam peningkatan proses (H3, H7). Quality tools application berhubungan positif dengan customer satisfaction, quality performance (H4, H5). Process improvement berhubungan positif dengan employee satisfaction, customer satisfaction (H8, H9b). Employee satisfaction berhubungan posltif dengan customer satisfaction (H9a), dan quality performance berhubungan positif dengan customer satisfaction (H6).
Data dikumpulkan dengan metode survey dan kuesioner didistribusikan kepada responden secara langsung oleh peneliti. Dari 230 kuesioner yang didistribusikan pada karyawan dalam sektor perhubungan, 147 kuesioner dapat dianalisis dalam studi ini. Metode statistik yang digunakan adalah Structural Equation Models (SEM) dengan bantuan aplikasi program AMOS 4.01.
Peneliti menyimpulkan bahwa leadership berhubungan positif dengan teamwork, process improvement. Teamwork berhubungan positif dengan quality tools knowledge. Quality tools application berhubungan positif dengan process improvement, customer satisfaction, quality performance. Process improvement berhubungan positIf dengan employee satisfaction. Yang menarik di sini adalah ada hubungan yang tidak signifikan antara leadership dan employee satisfaction, customer satisfaction. Quality tools knowledge dan quality tools application, employee satisfaction dan customer satisfaction, quality performance dan customer satisfaction.
This research propose to identified applicated quality tools for improving quality - related outcomes (process improvement, employee satisfaction, customer satisfaction, quality performance) in transportation industry. The hypotheses proposed are leadership was positively associated with teamwork, process improvement, employee satisfaction and customer satisfaction (hypotheses la, Ib, Ic, Id). Teamwork was positively associated with quality tools knowledge (hypotheses 2). Quality knowledge, if followed up with application can be effective in improving processes (hypotheses 3, 7). Quality tools application was positively associated with customer satisfaction, quality performance (hypotheses 4, 5). Process improvement was positively associated with employee satisfaction, customer satisfaction (hypotheses 8, 9b). Employee satisfaction was positively associated with customer satisfaction (hypotheses 9a), and quality performance was; positively associated with customer satisfaction (hypotheses 6).
The data connected survey method and questioners distributed to respond of the 230 questioners were distributed to employee in transportation sector. 147 questioners that can be analysis on this study. The statistic method used was structural equation modeling (SEM) assisted by the application of AMOS 4.01 programs.
The research concluded that leadership was positively associated with teamwork, process improvement. Teamwork was positively associated with quality knowledge. Quality tools application was positively associated with process improvement, customers satisfaction, quality performance. Process improvement was positively associated with employee satisfaction. Surprising by there are no significant associated between leadership, employee satisfaction, customer satisfaction. Quality tools knowledge and quality tools application, employee satisfaction and customer satisfaction against quality performance and customer satisfaction.
Kata Kunci : Leadership, teamwork, quality tools knowledge, quality 100ls application, process improvement, employee satisfaction, customer satisfaction, structural equation models, Leadership, teamwork, quality tools knowledge, quality tools application, process impr
