ANALISA IMPELEMENTASI MANAJEMEN MUTU TERPADU TERHADAP KEPUASAN PELANGGAN DAN KUALITAS LAYANAN PADA BIDANG INDUSTRI MANUFACTURING

RISTIANTO, ACHMAD SEBASTIAN (2016) ANALISA IMPELEMENTASI MANAJEMEN MUTU TERPADU TERHADAP KEPUASAN PELANGGAN DAN KUALITAS LAYANAN PADA BIDANG INDUSTRI MANUFACTURING. Masters thesis, STIE PERBANAS SURABAYA.

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Abstract

Service quality is related to customer satisfaction Customer satisfaction is a person’s feelings of pleasure disappointment that result from comparing a products perceived performance (or outcome) to expectations. This study examined the relationship between Implementation of Total Quality Management (TQM), Service Quality, and Customer Satisfactionas well as to show the contribution of TQM to improvement of service quality and customer satisfaction.. This research take place in industrial manufacturing with 100 respondents. The sample was used purposive sampling and the analytical processed using SPSS.The results of this study are the Implementation of Total Quality Management (TQM) are significantly and positively linked to Service Quality and Customer Satisfaction. It was further observed that the variable of leadership, process management and information and analysis linked to Service Quality. It was further observed that the variable leadership, strategic planning, human resource focus, and management process linked to Customer Satisfcation. Keywords:Total Quality Management, Service Quality and Customer Satisfaction.

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.562 - QUALITY CONTROL
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 23 May 2017 08:46
Last Modified: 23 May 2017 08:46
URI: http://eprints.perbanas.ac.id/id/eprint/891

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