Hubungan di antara tanggapan gaya kepimpinan, budaya organisasi dan pelaksanaan TQM di agensi kerajaan Negeri Pahang

Due to the importance of quality in delivering services to the people through the services provided by government agencies, organizations need to carry out activities to ensure that the quality of the service provided meets the quality required by the customers. The function of good leadership practices and the culture of the
organization can also help and support quality activities to be implemented successfully within the organization. Therefore, this study aimed to investigate factors that affect the implementation of Total Quality Management (TQM) in the government agencies in Pahang. Specifically the objective of this study is to
determine whether significant relationship exists between perceived leadership styles and TQM implementation. The study also aimed to determine the mediating effect of organizational culture on the relationship between perceived leadership styles and TQM implementation. The quantitative survey method was used to collect the data.
Staff of the Pahang State government agencies were chosen as the sample for this study. A disproportionate stratified random sampling procedure was used to select the respondents. A total of 1,500 survey questionnaires were distributed and only 325 were returned, giving a response rate of 21.67 percent but only 277 could be used for further analysis. The findings indicated that significant relationship exists between the three variables (perceived transformational leadership style, perceived transactional leadership style and organizational culture) and TQM implementation. The study
also found that organizational culture partially mediates the relationship between perceived transformational leadership style and TQM implementation and fully mediates the relationship between perceived transactional leadership style and TQM implementation. The study concluded with a discussion of the theoretical and managerial implications, and suggestions for future research.