Research Paper
Year: 2019 | Month: February | Volume: 6 | Issue: 2 | Pages: 111-129
Implementation of Total Quality Management and Interpersonal Communication in Achieving Student Satisfaction through Service Quality at Yayasan Pendidikan Islam, Miftahussalam, Medan
Henny Purnama Dewi1, Prihatin Lumbanraja2, Rahim Matondang 2
1Postgraduate Students, 2Postgraduate Lecturer,
Department of Management, Faculty of Economics and Business at University of North Sumatera, Indonesia
Corresponding Author: Henny Purnama Dewi
ABSTRACT
In the education sector, educational institution is required to increase its quality in meeting student satisfaction in order to realize educated human beings who have high qualified life skill. Control system is one of the weaknesses in educational institutions in Indonesia which causes the decrease in student satisfaction with service quality. Therefore, sustainable increase in quality should be emphasized. The objective of the research was to optimize student satisfaction through one of the strategies of focusing on the increase in quality by implementing Total Quality Management (TQM), supported by good Interpersonal Communication (IC) between teachers and students in order to achieve maximum service quality. The samples were 100 Grade XII Senior High School students of Yayasan Pendidikan Islam, Miftahussalam, Medan, taken by using non-probability sampling with purposive sampling technique. Second order Structural Equation model was used as the basic analysis and Partial Least Square with Smart PLS 3.0 method were used for the analysis. The result of the research showed that Total Quality Management and Interpersonal Communication had positive and significant effects on student satisfaction, either directly or through service quality mediation
Key words: Total Quality Management, Interpersonal Communication, Service Quality, Student Satisfaction
[PDF Full Text]