DAFTAR ISI
LEMBAR PENGESAHAN ABSTRAK KATA PENGANTAR ................................................................................................. i DAFTAR ISI .............................................................................................................. iv DAFTAR GAMBAR .............................................................................................. viii DAFTAR TABEL...................................................................................................... ix DAFTAR LAMPIRAN .............................................................................................. x BAB I PENDAHULUAN ........................................................................................... 1 1.1
Latar Belakang Penelitian ............................................................................. 1
1.2
Rumusan Masalah ....................................................................................... 11
1.3
Maksud dan Tujuan Penelitian.................................................................... 11
1.4
Kegunaan Penelitian ................................................................................... 12 1.4.1 Kegunaan Operasional ....................................................................... 12 1.4.2 Kegunaan Akademis .......................................................................... 12
1.5
Lokasi dan Waktu Penelitian ....................................................................... 13
BAB II KAJIAN PUSTAKA, KERANGKA TEORITIS, DAN HIPOTESIS.................................................................................................... 14 2.1
KajianPustaka ............................................................................................. 14 2.1.1
Total Quality Management (TQM)................................................ 14 2.1.1.1
Definisi Total Quality Management (TQM) ................ 13
2.1.1.2
Manfaat Total Quality Management (TQM) ................ 15
iv
2.1.1.3
Prinsip Total Quality Management (TQM) .................. 17
2.1.1.4
Konsep Total Quality Management (TQM) .................. 20
2.1.1.5
Karakteristik Total Quality Management (TQM) ........ 21
2.1.1.6
Faktor-faktor Penyebab Kegagalan Total Quality Management (TQM) .................................................... 26
2.1.2
Komitmen Organisasi...................................................................... 29 2.1.2.1
Pengertian Komitmen Organisasi ................................. 29
2.1.2.2
Faktor-faktor
yang
Mempengaruhi
Komitmen
Organisasi ...................................................................... 30
2.1.3
2.1.2.3
Komponen Komitmen Organisasi ................................ 31
2.1.2.4
Proses Terjadinya Komitmen Organisasi .................. 33
Kinerja Perusahaan.......................................................................... 36 2.1.3.1
Pengertan Kinerja ........................................................ 36
2.1.3.2
Pengukuran Kinerja Perusahaan .................................. 36
2.1.3.3
Tujuan Pengukura Kinerja ........................................... 37
2.1.3.4
Manfaat Pengukuran Kinerja ....................................... 38
2.1.3.5
Ukuran Kinerja ............................................................ 39
2.1.3.6
Faktor-faktor yang Mempengaruhi Kinerja Perusahaan ..................................................... 40
2.1.3.7
Merode Pengukuran Kinerja ........................................ 40
2.1.3.8
Pengukuran Kinerja dengan Menggunakan Konsep Balanced Scorecard..................................................... 42 2.1.3.8.1 Pengertian Balanced Scorecard................... 44
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2.1.3.8.2 Empat Perspektif Balanced Scorecard ........ 45 2.2
Penelitian Terdahulu .................................................................................... 51
2.3
Kerangka Pemikiran .................................................................................... 52 2.3.1
Pengaruh Total Quality Management (TQM) terhadap Kinerja Perusahaan ........................................................................ 52
2.3.2
Pengaruh Komitmen Organisasi terhadap Kinerja Perusahaan ..... 54
2.4
Bagan Kerangka Pemikiran ......................................................................... 56
2.5
Hipotesis ...................................................................................................... 57
BAB III METODE PENELITIAN ........................................................................ 58 3.1
3.2
3.3
3.4
Metode Penelitian yang Digunakan ............................................................. 58 3.1.1
Metode Penelitian ........................................................................... 58
3.1.2
Pendekatan Penelitian ..................................................................... 59
3.1.3
Objek Penelitian .............................................................................. 59
3.1.4
Model Penelitian ............................................................................. 60
Definisi Variabel dan Operasionalisasi Variabel ......................................... 61 3.2.1
Definisi Variabel ............................................................................. 61
3.2.2
Operasionalisasi Variabel ............................................................... 63
Populasi dan Sampel .................................................................................... 67 3.3.1
Populasi........................................................................................... 67
3.3.2
Teknik Sampling............................................................................. 68
3.3.3
Sampel ............................................................................................. 68
Sumber Data dan Teknik Pengumpulan Data .............................................. 71 3.4.1
Sumber Data.................................................................................... 71
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3.4.2 3.5
3.6
Teknik Pengumpulan Data .............................................................. 72
Analisis Data dan Pengujian Hipotesis ........................................................ 74 3.5.1
Analisis Data ................................................................................... 74
3.5.2
Transformasi Data Ordinal Menjadi Interval .................................. 79
3.5.3
Uji Asumsi Klasik .......................................................................... 80
3.5.4
Uji Validitas dan Reliabilitas Instrumen ........................................ 82 3.5.4.1
Uji Validitas Instrumen .................................................. 82
3.5.4.2
Uji Reliabilitas Instrumen .............................................. 84
Rancangan Analisis dan UjiHipotesis ......................................................... 84 3.6.1
Analisis Regresi Berganda ............................................................. 85
3.6.2
Analisis Korelasi Berganda ............................................................ 86
3.6.3 Uji t (Signifikan Parsial) ................................................................ 87 3.6.4
Uji F (Uji Simultan) ....................................................................... 89
3.6.5
Analisis Koefisien Determinasi...................................................... 91
BAB IV HASIL PENELITIAN DAN PEMBAHASAN ....................................... 92 4.1
Hasil Penelitian ........................................................................................... 92 4.1.1
Gambaran Umum Perusahaan ........................................................ 92 4.1.1.1 Sejarah Singkat PT Pos Indonesia (Persero) .................. 92 4.1.1.2 Visi dan Misi PT Pos Indonesia (Persero) .................... 100 4.1.1.3 Bidang Usaha PT Pos Indonesia (Persero) ................... 101 4.1.1.4 Struktur Organisasi dan Deskripsi Jabatan PT Pos Indonesia (Persero) ...................................................... 108 4.1.1.5 Deskripsi Responden ..................................................... 117
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4.1.2 Total Quality Management pada PT Pos Indonesia (Persero) ..... 119 4.1.3 Komitmen Organisasi pada PT Pos Indonesia (Persero) .............. 129 4.1.4 Kinerja Perusahaan pada PT Pos Indonesia (Persero) .................. 133 4.2
Pembahasan............................................................................................... 138 4.2.1 Uji Validitas .................................................................................. 138 4.2.1.1
Uji Validitas Total Quality Management (X1) ............. 138
4.2.1.2
Uji Validitas Komitmen Organisasi (X2)...................... 139
4.2.1.3
Uji Validitas Kinerja Perusahaan (Y) ........................... 140
4.2.2 Uji Reliabilitas .............................................................................. 141 4.2.2.1
Uji Reliabilitas Total Quality Management (X1) .......... 142
4.2.2.2
Uji Reliabilitas Komitmen Organisasi (X2) .................. 142
4.2.2.3
Uji Reliabilitas Kinerja Perusahaan (Y) ....................... 143
4.2.3 Analisis Data ................................................................................. 144 4.2.3.1
Analisis Total Quality Management PT Pos Indonesia (Persero) ....................................................... 144
4.2.3.2
Analisis Komitmen Organisasi pada PT Pos Indonesia (Persero)........................................................................ 149
4.2.3.3
Analisis
Kinerja
Perusahaan
PT
Pos
Indonesia
(Persero)........................................................................ 152 4.2.4
Uji Asumsi Klasik ......................................................................... 156 4.2.4.1
Uji Normalitas .............................................................. 156
4.2.4.2
Uji Multikolinieritas ..................................................... 157
4.2.4.3
Uji Heterokedastisitas ................................................... 158
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4.2.5
Pengujian Hipotesis ...................................................................... 159 4.2.5.1
Analisis Regresi Linear Berganda ................................ 159
4.2.5.2
Analisis Korelasi Berganda .......................................... 160
4.2.5.3
Analisis Pengaruh Total Quality Management dan Komitmen Organisasi Secara Simultan ........................ 161
4.2.5.4
Koefisien Determinasi .................................................. 162
4.2.5.5
Analisis Pengaruh Total Quality Management dan Komitmen Organisasi Secara Parsial ........................... 163
4.2.5.6 BAB V
Koefisien Determinasi .................................................. 166
KESIMPULAN DAN SARAN .......................................................... 167
5.1
Kesimpulan ............................................................................................... 167
5.2
Saran ......................................................................................................... 168
DAFTAR PUSTAKA ............................................................................................... xi LAMPIRAN
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DAFTAR GAMBAR
Gambar 2.1 Bagan Kerangka Pemikiran .................................................................... 57 Gambar 2.3 Model Peneliian...................................................................................... 60 Gambar 4.1 Grafik Normalitas................................................................................ 157
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DAFTAR TABEL
Tabel 2.1
PenelitianTerdahulu .............................................................................. 51
Tabel 3.1
Operasionalisasi Variabel Total Quality Management (TQM) (X₁) .... 64
Tabel 3.2
Operasionalisasi Variabel Kinerja Perusahan ..........................................
Tabel 3.4
Keterangan Sasaran Populasi ............................................................... 67
Tabel 3.5
Keterangan Sasaran Sample ................................................................. 71
Tabel 3.6
Ukuran Alternatif Jawaban Kuisoner ................................................... 73
Tabel 3.5
Pedoman untuk Memberikan Interpretasi Koefisien Korelasi ............. 82
Tabel 3.6
Distribusi Responden .......................................................................... 117
Tabel 3.7
Distribusi Tanggapan Responden Mengenai Fokus pada Pelanggan ............................................................................................ 120
Tabel 3.8
Distribusi Tanggapan Responden Mengenai Obsesi Terhadap Kualitas ............................................................................... 121
Table 3.9
Distribusi Tanggapan Responden Mengenai Pendekatan Ilmiah....... 122
Tabel 3.10 Distribusi Tanggapan Responden Mengenai Komitmen Jangka Panjang .................................................................................... 123 Tabel 3.11 Distribusi Tanggapan Responden Mengenai Kerjasama Tim............ 124 Tabel 3.12 Distribusi Tanggapan Responden Mengenai Perbaikan Sistem Secara Berkesinambungan .................................................................. 125 Tabel 3.13 Distribusi Tanggapan Responden Mengenai Pendidikan dan Pelatihan .............................................................................................. 126 Tabel 3.14 Distribusi Tanggapan Responden Mengenai Kebebasan
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yang Terkendali ................................................................................... 127 Tabel 3.15 Distribusi Tanggapan Responden Mengenai Kesatuan Tujuan ......... 128 Tabel 3.16 Distribusi Tanggapan Responden Mengenai Adanya Keterlibatan dan Pemberdayaan Karyawan ............................................................. 129 Tabel 3.17 Distribusi Tanggapan Responden Mengenai Komitmen Afektif ........ 130 Tabel 3.18 Distribusi
Tanggapan
Responden
Mengenai
Komitmen
Berkelanjutan ...................................................................................... 131 Tabel 3.19 Distribusi Tanggapan Responden Mengenai Komitmen Normatif..... 132 Tabel 3.20 Distribusi Tanggapan Responden Mengenai Perspektif Keuangan .... 134 Tabel 3.21 Distribusi Tanggapan Responden Mengenai Perspektif Pelanggan.... 135 Tabel 3.22 Distribusi Tanggapan Responden Mengenai Perspektif Proses Bisnis Internal ................................................................................................ 136 Tabel 3.23 Distribusi Tanggapan Responden Mengenai Perspektif Pertumbuhan dan Pembelajaran ................................................................................ 137 Tabel 3.24 Hasil Uji Validitas Total Quality Management .................................. 138 Tabel 3.25 Hasi Uji Validitas Komitmen Organisasi ............................................ 139 Tabel 3.36 Hasil Uji Validitas Kinerja Perusahaan............................................... 140 Tabel 3.37 Hasil Uji Reliabilitas Total Quality Management .............................. 142 Tabel 3.38 Hasil Uji Reliabilitas Komitmen Organisasi ....................................... 142 Tabel 3.39 Hasil Uji Reliabilitas Kinerja Perusahaan ........................................... 143 Tabel 3.40 Tabulasi Skor Jawaban Responden Mengenai Total Quality Management Pada PT Pos Indonesia (Persero) .................................. 144
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Tabel 3.41 Pedoman Kategorisasi Total Quality Management pada PT Pos Indonesia (Persero).............................................................................. 145 Table 3.42 Tabulasi Skor Jawaban Responden Mengenai Komitmen Organisasi.......................................................................... 149 Tabel 3.43 Pedoman Kategorisasi Komitmen Organisasi pada PT Pos Indonesia (Persero) .............................................................................................. 151 Tabel 3.44 Tabulasi Skor Jawaban Responden Mengenai Kinerja Perusahaan........................................................................................... 152 Tabel 3.45 Pedoman Kategorisasi Kinerja Perusahaan pada PT Pos Indonesia (Persero) .............................................................................................. 154 Table 3.46 Hasil Pegujian Asumsi Normalitas ..................................................... 156 Table 3.47 Hasil Pengujian Asumsi Heteroskedastisitas ...................................... 158 Tabel 3.48 Hasil Analisis Regresi Linear Berganda ............................................. 159 Tabel 3.49 Korelasi Berganda antara Total Qualoty Management dan Komitmen Organisasi Secara Simultan dengan Kinerja Perusahaan. .................. 160 Tabel 3.50 Anova untuk Uji Simultan (Uji F) ...................................................... 161 Tabel 3.51 Koefisien Determinasi Simultan ......................................................... 162 Tabel 3.52 Uji Parsial (Uji t) ................................................................................. 164 Tabel 3.53 Koefisien Determinasi Parsial ............................................................. 166
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DAFTAR LAMPIRAN
Lampiran 1
Surat Keterangan Tugas Membimbing Skripsi
Lampiran 2
Surat Keterangan Penelitian di PT Pos Indonesia (Persero)
Lampiran 3
Kartu Perkembangan Bimbingan Skripsi
Lampiran 4
Surat Keterangan Telah Mengikuti Seminar Usulan Penelitian
Lampiran 5 ` Lembar Persetujuan Perbaikan Seminar Usulan Penelitian Lampiran 6
Stuktur Organisasi PT Pos (Persero)
Lampiran 7
Kuesioner
Lampiran 8
Data Ordinal Total Quality Management
Lampiran 9
Data Ordinal Komitmen Organisasi
Lampiran 10 Data Ordinal Kinerja Perusahaan Lampiran 11 Data Interval Total Quality Management Lampiran 12 Data Interval Komitmen Organisasi Lampiran 13 Data Interval Kinerja Perusahaan Lampiran 14 Uji Validitas dan Reliabilitas Total Qualty Management Lampiran 15 Uji Validitas dan Reliabilitas Komitmen Organisasi Lampiran 16 Uji Validitas dan Reliabilitas Kinerja Perusahaan Lampiran 17 Regresidan UjiNormalitas
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