ANALISIS PENGARUH EFEKTIVITAS MANAJEMEN OPERASIONAL TERHADAP KEUNGGULAN KUALITAS PRODUK DAN LAYANAN: KAJIAN EMPIRIS BERBASIS SURVEI

Arofah  Bachtiar; Alifah Dhiya  Ulhaq

doi:10.58174/4a324851

Authors

Arofah Bachtiar Universitas Pamulang
Alifah Dhiya Ulhaq Universitas Pamulang

DOI:

https://doi.org/10.58174/4a324851

Keywords:

Operational Management; Product Quality; Service Quality; TQM; Competitive Advantage

Abstract

The effectiveness of operational management is one of the main pillars that determines a company's success in delivering high-quality products and services in an increasingly competitive global environment. This study aims to empirically analyze the influence of operational management effectiveness on the excellence of product and service quality through a quantitative survey approach. The population of this study consists of managers and operational-level employees in manufacturing and service companies in Indonesia, with a sample of 125 respondents obtained through purposive sampling. The research instrument was a structured questionnaire with a five-point Likert scale, which was tested for validity and reliability using Confirmatory Factor Analysis (CFA) and Cronbach's Alpha coefficient (α = 0.872). Data were analyzed using multiple linear regression with SPSS 26 software. The results show that operational management effectiveness, measured through dimensions of operational planning, process control, total quality management (TQM), resource efficiency, and continuous improvement, has a positive and significant effect on product quality excellence (β = 0.512, p < 0.001) and service quality excellence (β = 0.478, p < 0.001). The coefficient of determination (R²) of 0.641 indicates that 64.1% of the variation in product and service quality excellence can be explained by operational management effectiveness. These findings emphasize the importance of strategic investment in effective operational management as a primary determinant of quality-based competitive advantage.

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