STRATEGI IMPLEMENTASI TQM DALAM MENINGKATKAN KINERJA OPERASIONAL DAN KEPUASAN PELANGGAN PADA MCDONALD’S

LIVIANA NADILA AZAHRA PUTRI; MIFTAKUL HUDA; FIANTO ADY SUCIPTO; RIFKI RAHMAN; EKA DWI AMBARANI

doi:10.37600/ekbi.v7i2.1877

LIVIANA NADILA AZAHRA PUTRI Universitas Pelita Bangsa
MIFTAKUL HUDA Universitas Pelita Bangsa
FIANTO ADY SUCIPTO Universitas Pelita Bangsa
RIFKI RAHMAN Universitas Pelita Bangsa
EKA DWI AMBARANI Universitas Pelita Bangsa

DOI: https://doi.org/10.37600/ekbi.v7i2.1877

Abstract

This study looks at how McDonald's can use Total Quality Management (TQM) as a strategy to improve operational performance and customer satisfaction. TQM is used to ensure product and service quality at every stage of operations, including regular quality audits and employee training. This study used quantitative methods. 101 respondents received questionnaires to assess their perceptions of various aspects of the service. Results show that total quality management (TQM) improves customer satisfaction and operational efficiency, but some aspects need improvement, such as off-peak order handling and order accuracy. McDonald's has demonstrated the ability to maintain high global quality standards and increase its competitiveness in the fastfood restaurant industry by implementing a total quality management (TQM) system).

References

Abdullah, D, N Hamir, N M Nor, and ... 2018. “Food Quality, Service Quality, Price Fairness and Restaurant Re-Patronage Intention: The Mediating Role of Customer Satisfaction.” International Journal of …. https://www.academia.edu/download/58331395/Abdullah_et_al_2018_-_Food_quality__service_quality__price_fairness_and_patronage_intention.pdf.
Adolph, Ralph. 2016. 済無No Title No Title No Title.
Goetsch, David L, and S B Davis. 2014. “Quality Management for Organizational Excellence.” Pearson Upper Saddle River: 1–34.
Gunasekaran, A, and R E McGaughey. 2003. “TQM Is Suppy Chain Management.” The TQM magazine. doi:10.1108/09544780310502688.
Hensler, D J. 1994. “The Customer Satisfaction Link to TQM.” National Productivity Review. https://go.gale.com/ps/i.do?id=GALE%7CA15272744&sid=googleScholar&v=2.1&it=r&linkaccess=abs&issn=02778556&p=AONE&sw=w.
Kotler, Philip, and Kevin Lane Keller. 2016. “Marketing Management (15th Editi).” England: Pearson Education Limited.
L, Richard, Oliver. 1980. “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions.” Journal of Marketing Research 17(November): 460–69.
McKerchar, Christina, Moira Smith, James Stanley, Michelle Barr, Tim Chambers, Gillian Abel, Cameron Lacey, et al. 2019. “Food Store Environment Examination – FoodSee: A New Method to Study the Food Store Environment Using Wearable Cameras.” Global Health Promotion 27(3): 73–81. doi:10.1177/1757975919859575.
Mulyadi, Business. 2007. “Balanced Scorecard : Θεωρητική Προσέγγιση Και Πρακτική Εφαρμογή Στη Λιμενική Βιομηχανία Balanced Scorecard : Θεωρητική Προσέγγιση Και Πρακτική Εφαρμογή Στην Λιμενική Βιομηχανία.” Финансовые Исследования 3(3): 395–404. http://dx.doi.org/10.1057/9781137294678.0037.
Parasuraman, A, Valarie A Zeithaml, and Leonard L Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing 49(4): 41–50. doi:10.1177/002224298504900403.
Sadikoglu, Esin, and Hilal Olcay. 2014. “The Effects of Total Quality Management Practices on Performance.” Laboratory Management Information Systems: Current Requirements and Future Perspectives 2014(5): 996–1027.
Sila, Ismail, and Maling Ebrahimpour. 2005. “Critical Linkages among TQM Factors and Business Results.” International Journal of Operations & Production Management 25(11): 1123–55. doi:10.1108/01443570510626925.
Yusof, S M, and E Aspinwall. 2000. “TQM Implementation Issues: Review and Case Study.” International Journal of Operations & …. doi:10.1108/01443570010321595.