Proceedings of the 1st International Conference on Economics Engineering and Social Science, InCEESS 2020, 17-18 July, Bekasi, Indonesia

Research Article

Evaluating Critical Success Factors in Total Quality Management Implementation in Education Institutions

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  • @INPROCEEDINGS{10.4108/eai.17-7-2020.2303046,
        author={Della Rachma Tresnasari and Rahmat Nurcahyo and F. Farizal},
        title={Evaluating Critical Success Factors in Total Quality Management Implementation in Education Institutions},
        proceedings={Proceedings of the 1st International Conference on Economics Engineering and Social Science, InCEESS 2020, 17-18 July, Bekasi, Indonesia},
        publisher={EAI},
        proceedings_a={INCEESS},
        year={2021},
        month={1},
        keywords={critical success factor total quality management principal component analysis education institution correlation analysis},
        doi={10.4108/eai.17-7-2020.2303046}
    }
    
  • Della Rachma Tresnasari
    Rahmat Nurcahyo
    F. Farizal
    Year: 2021
    Evaluating Critical Success Factors in Total Quality Management Implementation in Education Institutions
    INCEESS
    EAI
    DOI: 10.4108/eai.17-7-2020.2303046
Della Rachma Tresnasari1, Rahmat Nurcahyo1,*, F. Farizal1
  • 1: Department of Industrial Engineering, Universitas Indonesia, Depok 16424, Indonesia
*Contact email: rahmat@eng.ui.ac.id

Abstract

Facing a competitive global challenge, qualified products and services are necessarily needed. The decline of product or service quality may decrease customer satisfaction. Quality management is the most suitable approach to cope with current needs and demands on globalization. Education institutions need to apply the principles of quality management to improve quality and perform continuous improvement. This research aims to identify the critical success factors in Total Quality Management implementation in education institutions. Principle Component Analysis with Promax rotation is used for extracting such factors. The correlation within factors was identified using Pearson’s correlation and Spearman’s coefficient. The resulted factors consist of teaching staff and employee management, individual service quality, inter-departmental service quality, and departmental service quality. Correlation analysis using Pearson’s correlation and Spearman’s coefficient indicates positive values for all factors signifying a monotonic relationship. The strongest correlation occurred towards teaching staff and employee management and staff and student satisfaction.