Tahap Komitmen Ahli Terhadap TQM : Tahap Komitmen Ahli Terhadap TQM : Kajian Atas Ahli Jabatan Penilaian dan Perkhidmatan Kementerian Kewangan

Ahmad Zikrelah, Haji Ismail (2001) Tahap Komitmen Ahli Terhadap TQM : Tahap Komitmen Ahli Terhadap TQM : Kajian Atas Ahli Jabatan Penilaian dan Perkhidmatan Kementerian Kewangan. Masters thesis, Sekolah Siswazah.

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Abstract

This research is intended to identify the commitment level of Total Quality Management (TQM) in The Department of Valuation and Property Services (JPPH), Ministry of Finance, Malaysia. Six independent variables were identified from the literature review expected to influence the dependent variable. The independent variables were member's attitude toward TQM, management support for TQM, workplace environment, customer focus and TQM practice in JPPH. The dependent variable was commitment level of the JPPH members. The six independent variables identified were based on PKPA 1/1992, TQM for Public Service and reference from known scholars such as Finegen (2000), McLaughlin (1995), Sullivan (1995), Berk and Berk (1995), Kessler (1995), Goffin and Jackson (1989), Menon (1992), Shelfon (1989) and Deming (1986). Questionnaires were used as an instrument and distributed to 171 respondents from JPPH of which 117 completed questionnaires (68.4%) were returned. The data were processed using SPSS software. The analysis comprised of correlation statistical test, frequencies, percentage, T-Test, ANOVA and regression. One of the main findings of correlation analysis showed that there are positive relationships between independent variables and dependent variable. The highest coefficient is 0.894 for member's attitude toward TQM, and lowest coefficient is 0.345 for the focus on customer's satisfaction. The findings of the research will provide feedback to the management pertaining TQM members commitment in JPPH at present and will be of good indicators to facilitate the improvement of member's commitment.

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