Did pdca cycle, service quality and innovation capability influence private universities performance?

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 143 respondents. 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.