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Djumilah Zain
Fakultas Ekonomi dan Bisnis Universitas Brawijaya
Decision Sciences, Operations Research & Management

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Implikasi Praktek Total Quality Management (TQM) terhadap Daya Saing, Kepuasan Konsumen, dan Kinerja Bisnis pada Perusahaan Manufaktur di Kota Makassar Ramlawati -; Surachman -; Djumilah Zain; Djumahir -
Jurnal Aplikasi Manajemen Vol 9, No 3 (2011)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

This research was conducted in the manufacturing industry in the municipality of Makassar. Data was collected using questionnaire using Likert scale. Respondents were asked to report their perception on the application of TQM practices, competitiveness, consumer satisfaction and business performance. The hypothesis for this research was tested using path analysis. The result of this research shows that proper TQM practices can improve competitiveness, consumer satisfaction and business performance. Despite the fact that competitiveness does not directly impact business performance, but competitiveness can improve business performance indirectly through consumer satisfaction. This means that competitivenesss can have better impact when the company can improve its consumer satisfaction as a result of better implementation of TQM practices.Keywords: TQM practices, competitiveness, consumer satisfaction, business performance
Peran Karakteristik Individu sebagai Moderator dan Pemasaran Relasional sebagai Mediator Pengaruh Kepuasan terhadap Loyalitas (Studi pada Nasabah Bank Syariah di Jawa Timur) Mokhamad Arwani; Djumilah Zain; Surachman -; Djumahir -
Jurnal Aplikasi Manajemen Vol 9, No 3 (2011)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

The main focus of this research is to reveal and interpret the mediation role of the relationship marketing between satisfaction and loyalty, as well as to test the moderator role of individual characteristics in relation with the influence of satisfaction on loyalty. The samples determinan in this study was accidental sampling. Of 160 questionnaires, the returned ones were 112. This number of samples has been eligible for conducting SEM technique analysis. The analysis showed that customers who are satisfied will be loyal to Islamic banks if the customer have adequate educational background and knowledge about Islamic banking. The satisfied customers will enhance long-term relationship with the Islamic banks in form of mutual trust, good communication, and trust that the bank will provide good services. The satisfied customers will enhance the mutual trust and good communication, which eventually create customers loyalty.Keywords: satisfaction, individual characteristics, relationship marketing, loyalty, Islamic bank
Co-Authors Desyandri Desyandri Djumahir - Ramlawati Surachman, Surachman