Pengaruh Total Quality Management Terhadap Kinerja Karyawan di PT Bank Pembangunan Daerah Sulawesi Tenggara Cabang Wakatobi

Abstract

Fenomena penurunan kualitas layanan pada tahun 2023, seperti seringnya kerusakan mesin antrean dan lambatnya proses kredit, menunjukkan kurang optimalnya penerapan TQM, khususnya pada aspek perbaikan berkesinambungan, pendidikan dan pelatihan, komitmen jangka panjang, serta keterlibatan dan pemberdayaan karyawan. Penelitian ini menganalisis pengaruh penerapan Total Quality Management (TQM) terhadap kinerja karyawan di PT BPD Sultra Cabang Wakatobi. Penelitian dimulai dari Februari - Agustus 2024 di Wakatobi menggunakan data primer dan sekunder dari 40 karyawan PT BPD Sultra Cabang Wakatobi. Hasil analisis deskriptif dan SEM PLS menunjukkan bahwa komitmen jangka panjang dan keterlibatan serta pemberdayaan karyawan berpengaruh signifikan terhadap kinerja karyawan, sedangkan aspek perbaikan berkesinambungan serta pendidikan dan pelatihan perlu dievaluasi lebih lanjut.

The decline in service quality observed in 2023, including frequent breakdowns of queue machines and delays in credit processing, indicated that TQM implementation was not fully optimized, particularly in the areas of continuous improvement, education and training, long-term commitment, and employee involvement and empowerment. This study analyzed the effect of Total Quality Management (TQM) implementation on employee performance at PT BPD Sultra, Wakatobi Branch. The research was conducted from February to August 2024 in Wangi-Wangi Regency, using primary and secondary data from 40 employees of PT BPD Sultra’s Wakatobi Branch. Results from the descriptive analysis and SEM PLS revealed that long-term commitment and employee involvement and empowerment had a significant effect on employee performance, while the aspects of continuous improvement and education and training require further evaluation.