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Kusmindah, Dina Harining
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN PADA DEPARTEMEN BUBI (BIDANG USAHA BARANG INDUSTRI) PT. VARIA USAHA DI GRESIK Elan, Umi; Kusmindah, Dina Harining
GEMA EKONOMI Vol 5 No 2 (2016)
Publisher : Fakultas Ekonomi Universitas Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (803.138 KB) | DOI: 10.55129/.v5i2.349

Abstract

The construction industry is an industry that continues to grow along with growth in the economy of a region . This condition can be seen by the increasing number of development . The quality of the resulting construction services must be improved in order to gain the trust and satisfaction of customers . Improving the quality of performance for services in the construction industry can be done by implementing a system of Total Quality Management.This study aims to identify and create a measurement instrument evaluation of the effects of the Total Quality Management of customer satisfaction at the department of Industrial Goods Business Field In PT Varia Usaha . By using 10 indicators , the authors tried to measure the performance of Total Quality Management ( TQM ) from the standpoint of customer satisfaction level will be the construction services.From the analysis and calculation of linear regression obtained R = 0.878 means quite high relationship between the independent variable with dependent variable X to Y is equal to 87.8 %, so it can be said the relationship variable X ( Total Quality Management ) on the dependent variable Y ( Customer Satisfaction ) is very high. And the results of the crosstab analysis showed that age and education have an influence on the Quality Obsession (X3) because it has an average rating of 2.63.
PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN PADA DEPARTEMEN BUBI (BIDANG USAHA BARANG INDUSTRI) PT. VARIA USAHA DI GRESIK Elan, Umi; Kusmindah, Dina Harining
GEMA EKONOMI Vol 5 No 2 (2016)
Publisher : Fakultas Ekonomi Universitas Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55129/https://doi.org/10.55129/.v12i4.2927

Abstract

The construction industry is an industry that continues to grow along with growth in the economy of a region . This condition can be seen by the increasing number of development . The quality of the resulting construction services must be improved in order to gain the trust and satisfaction of customers . Improving the quality of performance for services in the construction industry can be done by implementing a system of Total Quality Management.This study aims to identify and create a measurement instrument evaluation of the effects of the Total Quality Management of customer satisfaction at the department of Industrial Goods Business Field In PT Varia Usaha . By using 10 indicators , the authors tried to measure the performance of Total Quality Management ( TQM ) from the standpoint of customer satisfaction level will be the construction services.From the analysis and calculation of linear regression obtained R = 0.878 means quite high relationship between the independent variable with dependent variable X to Y is equal to 87.8 %, so it can be said the relationship variable X ( Total Quality Management ) on the dependent variable Y ( Customer Satisfaction ) is very high. And the results of the crosstab analysis showed that age and education have an influence on the Quality Obsession (X3) because it has an average rating of 2.63.
PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN PADA DEPARTEMEN BUBI (BIDANG USAHA BARANG INDUSTRI) PT. VARIA USAHA DI GRESIK Elan, Umi; Kusmindah, Dina Harining
GEMA EKONOMI Vol 5 No 2 (2016)
Publisher : Fakultas Ekonomi Universitas Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55129/https://doi.org/10.55129/.v12i4.2927

Abstract

The construction industry is an industry that continues to grow along with growth in the economy of a region . This condition can be seen by the increasing number of development . The quality of the resulting construction services must be improved in order to gain the trust and satisfaction of customers . Improving the quality of performance for services in the construction industry can be done by implementing a system of Total Quality Management.This study aims to identify and create a measurement instrument evaluation of the effects of the Total Quality Management of customer satisfaction at the department of Industrial Goods Business Field In PT Varia Usaha . By using 10 indicators , the authors tried to measure the performance of Total Quality Management ( TQM ) from the standpoint of customer satisfaction level will be the construction services.From the analysis and calculation of linear regression obtained R = 0.878 means quite high relationship between the independent variable with dependent variable X to Y is equal to 87.8 %, so it can be said the relationship variable X ( Total Quality Management ) on the dependent variable Y ( Customer Satisfaction ) is very high. And the results of the crosstab analysis showed that age and education have an influence on the Quality Obsession (X3) because it has an average rating of 2.63.
Co-Authors Elan, Umi