PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN PELANGGAN INFORMA SAMARINDA SQUARE

Authors

  • Rafenni Pasonggo

DOI:

https://doi.org/10.54144/jadbis.v9i1.5002

Keywords:

Total Quality Management, Customer Satisfaction

Abstract

This study aims to determine the effect of Total Quality Management (TQM) Implementation on Informa Samarinda Square Customer Satisfaction, Samarinda either partially or simultaneously. This research uses a quantitative approach. The population and samples used by the researchers were consumers who were visiting Informa Samarinda Square Samarinda which numbered 100 respondents. The data collection in this study used questionnaires. Data analysis tools used validity test, reliability test, classic assumption test, multiple linear regression test, determination coefficient test, F test and T test. From this study it was concluded that there is a strong positive relationship between variable focus on customers (X1), obsession with quality (X2), teamwork (X3), andemployee engagement and empowerment (X4), to customer satisfaction (Y). This is evidenced by the correlation coefficient value of r 0.696 or 6.96%. The results of this study concluded that customer focus variables (X1), obsession with quality (X2), teamwork (X3), andemployee engagement and empowerment (X4), partially had a significant effect on customer satisfaction (Y). This is evidenced by the t calculated value of 9,605 with a significant rate of 0.000 < 0.05.

References

Andre, Florentina dan Law Tjun Tjun. (2014). Pengaruh Total Quality Management (TQM) Terhadap Kualitas Pelayanan dan Kepuasan Konsumen di Jurusan Akuntansi Fakultas Ekonomi Salah Satu Universitas di Bandung. Jurnal Akuntansi,6 (1):47 - 83.

Mononimbar, Chrisye N. (2013). Total Quality Management (Tqm) Pengaruhnya Terhadap Kinerja Pelayanan Dan Kepuasan Konsumen Pada Pt. Taspen Manado. Jurnal EMBA, 1(3):1041-1048.

Sugiyono. (2014). Metode Penelitian Bisnis. Bandung: Alfabeta.

Tjiptono, Fandy. (2002). Manajemen Jasa. Yogyakarta

Zulian, Yamit. (2004). Management Kualitas Produk dan Jasa.Yogyakarta: Ekonesia.

Downloads

Published

2021-02-27

Issue

Vol. 9 No. 1 (2021): Jurnal Administrasi Bisnis

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).