The Effect of PDCA Cycle on Service Quality, Innovation Capability, and Work Performance of Indonesian Private Universities

Authors

  • Cornelia Dumarya Manik, Sarwani, Karolina, Triyadi, Endang Susilo Wardani, Denok Sunarsi

Abstract

The main objective of this research is to analyze the practical and strategic effects of
the implementation of the plan, do, check, action (PDCA) cycle on innovation capabilities,
work productivity, and service quality of private univeristies. The number of incoming and
valid questionnaires was 243 samples. Data processing using the SEM method with
SmartPLS 3.0 software. From the results of data analysis, it can be seen that all hypotheses
are accepted, indicating that the implementation of the PDCA cycle concept has a positive
and significant effect on innovation capabilities, work productivity, and service quality.
Innovation capabilities and employee work productivity also have a positive and significant
effect on service quality. Another important point is that innovation capability and work
productivity have a positive and significant effect as a mediator on the influence relationship
between the PDCA cycle and service quality. This study proposes a model to improve the
service quality of private universities through increasing and strengthening the application of
the PDCA cycle concept through innovation capabilities and work productivity as a mediator.

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Published

2020-12-01

How to Cite

Cornelia Dumarya Manik, Sarwani, Karolina, Triyadi, Endang Susilo Wardani, Denok Sunarsi. (2020). The Effect of PDCA Cycle on Service Quality, Innovation Capability, and Work Performance of Indonesian Private Universities. PalArch’s Journal of Archaeology of Egypt / Egyptology, 17(6), 8462 - 8483. Retrieved from http://mail.palarch.nl/index.php/jae/article/view/2259