PERAN ROLE TALENT DALAM MENINGKATKAN TOTAL QUALITY MANAGEMENT DAN QUALITY SERVICE UNTUK MENCIPTAKAN KINERJA PERUSAHAAN

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Fery Fery
Suwandi NG
Ferdinandus Sampe

Keywords

Hard TQM, Performance, Quality Service, Role Talent, Soft TQM

Abstract

This research aims is to investigate soft TQM, hard TQM and quality service variables have mediating effect on relationship between role talent and firm performance. This research conducted using sample of food and beverage companies in Makassar. The population in this study is Manager or Director, Assistent Manager, Supervisor and Leader. This research indicates when Quality Service variable mediating the relationship between soft TQM, hard TQM to the firm performance, obtained results that soft TQM, hard TQM didn't have an indirect effect toward the firm performance or in the other words, quality service variable failed to function as intervening variable that mediate the influence of soft TQM, hard TQM to the firm performance, so it's a type of no mediation. For soft TQM, hard TQM variables that mediate relationship between role talent with quality service, it's a type of full mediation. So it can be concluded that role talent variable have an indirect efect toward the firm performance.

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