PERANAN PRAKTEK TOTAL QUALITY MANAGEMENT DAN KEPEMIMPINAN DALAM MEMENGARUHI KEPUASAN DAN LOYALITAS KARYAWAN : STUDY PADA CLARION HOTEL MAKASSAR.
DOI:
https://doi.org/10.26905/jbm.v3i2.407Keywords:
TQM Practices, Leaderships, Employee Satisfactions, Employee Loyalties.Abstract
Abstract :The aims of this study was to investigate the influence effect of direct TQM practices and leaderships on employee’s satisfactions and loyalties on Clarion Hotel Makassar. In addition, it was done to investigate indirect effect of TQM practices and leaderships on employee’s loyalties through employee’s satisfactions. In this study, the data were collected using a questionnaire with Likert scale, and then distributed to 157 employees of Clarion Hotel. Partial Least Square (PLS) was used to analyze the data. The finding of this study reveals that TQM practices and Leaderships have a positive and significant effect on employee’s satisfactions and loyalties. Furthermore, in this study was found that TQM practices and Leaderships have a positive and significant effect on employee’s loyalties through employee’s satisfactions, so employees satisfaction could mediate the effect of TQM practices and leaderships on employee loyalty.
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