ANALISIS PENERAPAN PRINSIP-PRINSIP TOTAL QUALITY MANAGEMENT DALAM RANGKA PENINGKTAN KUALITAS PELAYAN PADA PDAM TIRTA ANOA KOTA KENDARI

Abstrak

This study aims to determine the implementation of the Principles of Total Quality Management (TQM) in Order to Improve Service Quality in PDAM Tirta Anoa Kendari City. The data that used in this study are primary and secondary data. Methods of collecting data through questionnaires, interviews, and documentation. This research is a sequential explanatory mix method strategy research that combines two forms of approaches in this research, namely quantitative and qualitative and uses descriptive analysis methods.The results of the study showed that the principles of Total Quality Management (TQM) in order to improve the quality of service in PDAM Tirta Anoa Kendari City have been very well implemented, with the percentage 81.48%. It can be seen from each principle, the principle of customer satisfaction is in the excellent category with the percentage 82%, but from customers not satisfied with the quality of service from PDAM Tirta Anoa Kendari City, while the principle of respect for each person is in a good category with the percentage 80.37%, the management principle based on facts is in the excellent category with the percentage 81.63%, and the principle of continuous improvement is in the excellent category with the percentage 81.93%.