Pengaruh Penerapan Total Quality Management (TQM) Terhadap Kinerja Manajerial (Studi Kasus Pada Bank Ekonomi Cabang Surabaya)

The aims of this study is to determine the effect of the focus on the customer, commitment quality, continuous improvement system, the involvement and empowerment of employees, and reward systems to managerial performance. This study uses primary data source, a questionnaire. Samples in this study using 37 managers in Bank Ekonomi in Surabaya. This research uses complete enumeration sampling and testing use the multiple linear regression. The result of the tests carried out showed that a focus on the customer, quality commitment and continuous improvement of the system has a significant influence on managerial performance, but the involvement and empowerment of employees and the reward system has no significant effect on managerial performance. Keyword : TQM, focus on customer, quality commitment, continuousimprovement of the system , involvement and empowerment of employees, reward system, managerial performance