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PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KINERJA KARYAWAN PADA BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG SURABAYA BUKIT DARMO

WIHENDRA, NUARSA (2013) PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KINERJA KARYAWAN PADA BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG SURABAYA BUKIT DARMO. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The development of society knowledge is getting selective in choosing a bank, that is a bank that able to give high quality financial service for business and personal. Service or product quality is an important thing that must receive more attention from the company. Measurement can be done by implementing Total Quality Management. The purpose of this research is analyzing the influence of Total Quality Management on Employee Performance at Bank Tabungan Negara (Limited) Tbk, at Branch Office of Surabaya Bukit Darmo. In this research, there are five independent variables, those are: employee involvement, focus on customers, awarding system, commitment on quality and continuous improvement and employee performance as dependent variable. This research is done in Regency of PT. Bank BTN at Branch Office of Surabaya Bukit Darmo, through questionnaire distribution to 84 employees, with complete enumeration sample collection technique. Analysis tools that being used is SPSS 16 with Multiple Linear Test. The result of the research is different from previous research, in which employee involvement, focus on customers, commitment to quality and continuous improvement do not influence Employee Performance. Meanwhile, appreciation system with significance score 0.003 influence Employee Performance. Keywords : Employee Involvement, Focus on Customers, Awarding System, Commitment to Quality, Continuous Improvement and Employee Performance

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.151 1 - MANAGEMENT ACCOUNTING
Divisions: Bachelor of Accountancy
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 04 Jul 2017 01:26
Last Modified: 04 Jul 2017 01:26
URI: http://eprints.perbanas.ac.id/id/eprint/1489

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