ANALISIS PERBEDAAN PENERAPAN TOTAL QUALITY MANAGEMENT PERSEPSI PELANGGAN DENGAN KARYAWAN PADA HOTEL RAYZ UMM KOTA MALANG

This research was conducted at Hemra Hotel Balikpapan. The purpose of this to find out how the views of employees, consumers on the application of TQM and to find out whether there are differences between the views of employees and consumers regarding the implementation of TQM at Hemra Hotel. Data analysis techniques used are scale range and different tests with the calculation process using SPSS. The results of the view between employees and consumers on the application of TQM in the Hemra Hotel there are three dimensions that are declared significantly, focusing on customers, obsession with quality, empowerment of employees, which means there are differences in the view of employees and consumers. While the other seven dimensions are scientific approaches, long-term commitments, teamwork, continuous improvements, education and training, freedom of controlled and unity of the objectives are declared insignificant which means there is no difference between employees and consumers. Suggestions for this research are to increase the variables that are still considered lacking, namely, customer focus, obsession with quality and employee empowerment.