Analisis Implementasi Total Quality Management (TQM) Pada Peningkatan Kualitas Layanan di PT. Pegadaian Cabang Gunungsitoli
DOI:
https://doi.org/10.37012/ileka.v5i1.2148Abstract
Peningkatan kualitas merupakan salah satu cara dalam menjamin kepuasan konsumen. Kualitas terbaik akan diperoleh dengan melakukan bergai upaya perbaikan secara terus menerus terhadap kemampuan manusia serta proses dan lingkungannya. Hal ini dilakukan dengan menerapkan Total Quality Management (TQM). Dalam mempertahankan kualitas produk, perusahaan biasanya memberikan perhatian utama pada peran pelayanan dalam proses produk jasa, yang berkaitan dengan pengendalian mutu hasil produk. Karena dalam hal ini pengawasan pelayanan yang diberikan berkaitan langsung dengan hasil produksinya. Untuk menentukan prosedur yang telah ditetapkan oleh perusahaan, perlu diketahui pengendalian mutu pelayanan yang diberikan kepada setiap nasabah. Peneliti menetapkan jenis penelitian yang digunakan yaitu metode kualitatif dimana metode ini lebih menekankan pada pengamatan fenomena dan lebih meneliti ke subtansi makna dari fenomena tersebut dan sangat terpengaruh pada kekuatan kata dan kalimat. Selanjutnya yang menjadi kunci informasi dalam penelitian ini adalah seluruh pegawai dan beberapa nasabah sebanyak 7 orang. Hasil penelitian memberikan kesimpulan bahwa Implementasi TQM telah memberikan dampak positif terhadap kepuasan pelanggan. Hal ini dapat terlihat dari feedback positif, peningkatan jumlah pelanggan, atau perbaikan dalam survei kepuasan. Dengan adanya penerapan TQM maka perubahan dalam proses operasional untuk lebih memprioritaskan kebutuhan pelanggan. Ini bisa termasuk peningkatan efisiensi, penurunan jumlah keluhan pelanggan, atau peningkatan kualitas layanan secara keseluruhan.
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