ABSTRACT: This research was
conducted in the manufacturing industry in the municipality of Makassar. Data
was collected using questionnaire using Likert scale. Respondents were asked to
report their perception on the application of TQM practices, competitiveness,
consumer satisfaction and business performance. The hypothesis for this
research was tested using path analysis. The result of this research shows that
proper TQM practices can improve competitiveness, consumer satisfaction and
business performance. Despite the fact that competitiveness does not directly
impact business performance, but competitiveness can improve business
performance indirectly through consumer satisfaction. This means that
competitivenesss can have better impact when the company can improve its
consumer satisfaction as a result of better implementation of TQM practices.
Keywords: TQM practices,
competitiveness, consumer satisfaction, business performance
Penulis: Ramlawati, Surachman,
Djumilah Zain, Djumahir
Kode Jurnal: jpmanajemendd110046
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