Penerapan Total Quality Management (TQM) dalam Meningkatkan Kualitas Pelayanan Pada Bank Nagari Cabang Painan
Keywords:
Total Quality Management, Kualitas Pelayanan, Kepuasan Nasabah, Bank NagariAbstract
Penelitian ini bertujuan untuk menganalisis penerapan Total Quality Management (TQM) dalam meningkatkan kualitas pelayanan pada Bank Nagari Cabang Painan. TQM merupakan pendekatan manajemen yang berorientasi pada perbaikan berkelanjutan melalui keterlibatan seluruh karyawan untuk memenuhi kebutuhan dan kepuasan nasabah. Penelitian menggunakan metode deskriptif dengan pendekatan kualitatif. Data diperoleh melalui observasi, wawancara, dokumentasi, dan studi pustaka. Hasil penelitian menunjukkan bahwa penerapan TQM di Bank Nagari Cabang Painan telah dilaksanakan melalui fokus pada kepuasan nasabah, peningkatan kompetensi pegawai, penerapan standar operasional prosedur (SOP), evaluasi kualitas pelayanan secara berkala, pemanfaatan teknologi digital, serta komitmen manajemen dalam melakukan perbaikan berkelanjutan. Implementasi tersebut berdampak pada meningkatnya kecepatan pelayanan, ketepatan transaksi, kenyamanan nasabah, serta meningkatnya kepercayaan masyarakat terhadap Bank Nagari Cabang Painan. Dengan demikian, penerapan TQM mampu meningkatkan kualitas pelayanan dan mendukung terciptanya daya saing perbankan yang berorientasi pada kepuasan nasabah.
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