Analysis of the Implementation of Total Quality Management (TQM) on Customer Satisfaction at Golden Boutique Hotel Kemayoran

Tenri Bulan Wahid; Sugiyono Sugiyono

doi:10.55927/fjmr.v3i9.11121

Authors

Tenri Bulan Wahid Universitas Mercu Buana
Sugiyono Sugiyono Universitas Mercu Buana

DOI:

https://doi.org/10.55927/fjmr.v3i9.11121

Keywords:

Customer Focus, Quality Obsession, Teamwork, Employee Empowerment, Customer Satisfaction

Abstract

This study examines the implementation of Total Quality Management (TQM) on customer satisfaction at Golden Boutique Hotel Kemayoran. The research involves 6,636 visitors, the highest number recorded in November 2023. Using simple random sampling, 100 respondents were selected, and data were gathered through questionnaires. Structural Equation Modeling – Partial Least Square (SEM-PLS) was applied for data analysis. The results show that: 1) quality obsession positively and significantly affects customer satisfaction, 2) employee involvement and empowerment have a positive and significant impact, 3) customer focus also positively and significantly influences satisfaction, and 4) teamwork similarly contributes positively and significantly. The study’s implications are discussed further in the article.

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