Pengaruh Faktor-faktor Total Quality Management Terhadap Kepuasan Pegawai Di Universitas Telkom

Palti M.T. Sitorus, Wiji Safitri, Dodie Tricahyono

Abstract

Quality is inseparable part in an educational institution. Human Resources in Educational Institutions need to be observed, because most processes in institutions dealing with employees. Total Quality Management was believed to be a tool that can improve employee satisfaction. This study was conducted to identify factors of Total Quality Management in Telkom University and its effect on employee satisfaction. Based on the method, this study included into the quantitative research with the approach of factor analysis and multiple regression. Data processing was performed using SPSS 20 for Windows. Research sample are employees of Telkom University with 261 respondents and sampling technique used cluster random sampling consist of lecturers, academic support personnel, and officials (structural). The results obtained seven factors of Total Quality Management in Telkom University consist of leadership, measurement and evaluation, curriculum design, process control and environment, the implementation of the academic program, Top Management planning, and employee involvement. In addition, Total Quality Management has significant effect on employee satisfaction amounted to 35.9%. Keywords—Total Quality Management, Higher Education, Employee Satisfaction

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