IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) IMPLEMENTATION ON SERVICE QUALITY AND PERFORMANCE OF ISLAMIC BANKS

Millah

View Publication Info
 
 
Field Value
 
Title IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) IMPLEMENTATION ON SERVICE QUALITY AND PERFORMANCE OF ISLAMIC BANKS
 
Creator Yanti, Lisda Damai
Firdaus, Achmad
 
Description Companies are competing to improve quality in the face of global market competition and so is Islamic banking industry. According to the Indonesian Islamic Banking Roadmap 2015-2019 issued by the Financial Services Authority (OJK), two out of the seven policies to be implemented are to improve service quality and product diversity, and to improve the quality and quantity of HR and IT. In any development of any industry, especially in the world of Islamic banking, the keys to improving competitiveness are companies’ service quality and performance. This research aims to analyze the effects of TQM implementation on service quality and performance of Islamic banks. Findings of this research show that TQM has a significant effect on service quality. Similarly, service quality has a significant effect on performance of Islamic banks as well. However, TQM has no direct significant effect on the performance of Islamic banks. –(Perusahaan berlomba-lomba untuk meningkatkan kualitas dalam menghadapi persaingan pasar global begitu juga dengan industri perbankan syariah. Pada Roadmap Perbankan Syariah Indonesia 2015-2019 yang di terbitkan oleh OJK, dua poin dari tujuh kebijakan yang akan dilaksanakan adalah memperbaiki kualitas layanan dan keragaman produk, serta memperbaiki kualitas dan kuantitas SDM & IT. Dalam setiap perkembangan industri apapun, terlebih dalam dunia perbankan syariah, kunci utama untuk meningkatkan daya saing adalah melalui kualitas layanan dan kinerja perusahaan. Penelitian bertujuan untuk menganalisis pengaruh penerapan TQM terhadap kualitas layanan dan kinerja bank syariah. Temuan penelitian menunjukan ada pengaruh yang signifikan antara TQM terhadap kualitas layanan. Demikian juga dengan kualitas layanan terhadap kinerja bank syariah terdapat pengaruh yang signifikan. Namun tidak ada pengaruh yang signifikan secara langsung antara TQM terhadap kinerja bank syariah.)-- Keywords: Total Quality Management, Service Quality, Performance of Islamic Banks, Structural Equation Modelling, and Partial Least Square 
 
Publisher Program Magister Ilmu Agama Islam, Universitas Islam Indonesia
 
Contributor
 
Date 2018-02-20
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://journal.uii.ac.id/Millah/article/view/10045
10.20885/millah.vol17.iss1.art2
 
Source Millah: Jurnal Studi Agama; Vol. XVII, No. 1, Agustus 2017 Sistem Moral dan Keadilan Ekonomi Islam Untuk Kesejahteraan; 31-46
2527-922X
1412-0992
 
Language eng
 
Relation http://journal.uii.ac.id/Millah/article/view/10045/8017
 
Rights Copyright (c) 2018 Millah: Jurnal Studi Agama
 

Contact Us

The PKP Index is an initiative of the Public Knowledge Project.

For PKP Publishing Services please use the PKP|PS contact form.

For support with PKP software we encourage users to consult our wiki for documentation and search our support forums.

For any other correspondence feel free to contact us using the PKP contact form.

Find Us

Twitter

Copyright © 2015-2018 Simon Fraser University Library