The Effect of Total Quality Management (TQM) on Customer Satisfaction at UD Fani Mabel Products
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Abstract
This study investigates the influence of Total Quality Management (TQM) on customer satisfaction at UD. Fani Mabel, a local panglong business in Nias. The research was motivated by persistent challenges, such as inconsistent product quality, delivery delays, and limited responsiveness to customer complaints, which highlight the suboptimal implementation of TQM principles. The objective of this study is to determine whether TQM significantly affects customer satisfaction and to measure the extent of its impact. A quantitative research method with an associative approach was employed, involving a population of 43 individuals consisting of employees and customers. Data collection was conducted through observation and questionnaires using a Likert scale. The data were analyzed using validity and reliability tests, simple linear regression, correlation coefficients, and hypothesis testing with SPSS version 26. The findings indicate that TQM dimensions customer focus, continuous improvement, and employee involvement have a positive and significant influence on customer satisfaction. This suggests that the better the application of TQM, the higher the satisfaction achieved by customers. The study concludes that enhancing consistency in product quality, standardizing production processes, and improving service responsiveness are crucial for achieving sustainable customer satisfaction at UD. Fani Mabel.
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How to Cite
Gea, I. K., Gea, J. B. I. J., Zai, K. S., & Bate'e, M. M. (2025). The Effect of Total Quality Management (TQM) on Customer Satisfaction at UD Fani Mabel Products. ProBisnis : Jurnal Manajemen, 16(5), 1240–1246. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/1145
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Details, D. (2025). EDUCATION Jurnal Sosial Humaniora dan Pendidik … GALLEY EDUCATION [ 10-26 ]. Education Jurnal, 1–25.
Duan, J., Wang, X. H. (Frank), Janssen, O., & Farh, J. L. (2022). Transformational Leadership and Voice: When Does Felt Obligation to the Leader Matter? Journal of Business and Psychology, 37(3), 543–555. https://doi.org/10.1007/s10869-021-09758-z
Halawa, F., Anggraini, E. N., Yulianti, P., Airlangga, U., & Timur, J. (2023). THE ANTECEDENTS AND CONSEQUENCES OF WORK ENGAGEMENT ON TEACHER: A SYSTEMATIC LITERATURE REVIEW. Maker: Jurnal Manajemen, 9(1), 27–38.
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Maulidiah, E. P., Budiantono, B., History, A., & Satisfaction, C. (2023). Jurnal economina. Jurnal Economina, 2(1), 2137–2146.
Ndruru, Y., Halawa, F., Laia, A., & Laia, H. (2025). Pengaruh Gaya Kepemimpinan Transformasional Terhadap Kinerja Karyawan. KETIK : Jurnal Informatika Publisher : Faatuatua Media Karya, 02(06), 8–14.
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Permata, I., Lombu, S., Zebua, A. I., Lase, N., & Harefa, K. A. (2025). Motivasi , Kepemimpinan dan Kinerja Pegawai : Sintesis Literatur. Tuhenori: Jurnal Ilmiah Multidisiplin, 3, 103–110.
Pillai, R. H., & Arumugan, A. (2023). Comparative Analysis Between Banking and Insurance Sector on Perception of Transformational Leadership Styles. International Journal of Professional Business Review, 8(5), 1–14. https://doi.org/10.26668/businessreview/2023.v8i5.1458
Prabhu, H. M., & Srivastava, A. K. (2023). CEO Transformational Leadership, Supply Chain Agility and Firm Performance: A TISM Modeling among SMEs. Global Journal of Flexible Systems Management, 24(1), 51–65. https://doi.org/10.1007/s40171-022-00323-y
Rohman, F., Noermijati, N., Mugiono, M., & Soelton, M. (2023). The role of quality assurance in improving the distribution of organizational performance. Uncertain Supply Chain Management, 11(1), 237–248. https://doi.org/10.5267/j.uscm.2022.10.003
Sapu, G. R., John E.H.J. FoEh, & Henny A. Manafe. (2023). Pengaruh Gaya Kepemimpinan, Motivasi dan Lingkungan Kerja terhadap Kinerja Pegawai Dengan Disiplin Kerja sebagai Variabel Intervening. Jurnal Humaniora, Ekonomi Syariah Dan Muamalah, 1(3), 141–155. https://doi.org/10.38035/jhesm.v1i3.78
Sari, A. T. T. (2025). Faktor-Faktor yang Mempengaruhi Strategi Peningkatan Kinerja Perusahaan: Analisis Inovasi Produk, Pemasaran Digital dan Sumber Daya Manusia (Literature Review Manajemen Strategik). Jurnal Greenation Ilmu Teknik, 3(2), 48–57. https://doi.org/10.38035/jgit.v3i2.302
Tarí, J. J., Portela Maquieira, S., & Molina-Azorín, J. F. (2023). The link between transformational leadership and the EFQM model elements. Business Process Management Journal, 29(2), 447–464. https://doi.org/10.1108/BPMJ-10-2022-0498
Wahdini Siregar, Zainal Efendi Hasibuan, Sutarum, & Suyitno. (2025). Pentingnya Manajemen Strategi Dalam Meningkatkan Kualitas Pendidikan. Ahsani Taqwim: Jurnal Pendidikan Dan Keguruan, 2(2), 343–362. https://doi.org/10.63424/ahsanitaqwim.v2i2.281