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All Journal Kompak : Jurnal Ilmiah Komputerisasi Akuntansi JAM : Jurnal Aplikasi Manajemen Journal of Economic, Bussines and Accounting (COSTING) Jurnal Ilmiah Professional Indonesia EQIEN - JURNAL EKONOMI DAN BISNIS JABE (Journal of Applied Business and Economic) SULTANIST: Jurnal Manajemen dan Keuangan Jurnal Mantik International Journal of Economics, Business and Accounting Research (IJEBAR) Informatika HIRARKI : Jurnal Ilmiah Manajemen Dan Bisnis Jurnal Ilmiah Edunomika (JIE) International Journal of Economics Development Research (IJEDR) Jurnal Ilmiah Manajemen Kesatuan JURNAL ILMIAH SIMANTEK JURNAL PENDIDIKAN, SAINS DAN TEKNOLOGI BUDGETING : Journal of Business, Management and Accounting Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Economics and Digital Business Review Journal Social Science And Technology For Community Service Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) Jurnal Visi Pengabdian Kepada Masyarakat PROFICIO: Jurnal Pengabdian Masyarakat Jurnal Pengabdian Kepada Masyarakat Jurnal Ilmu Ekonomi dan Sosial (JIES) Formosa Journal of Science and Technology (FJST) International Journal Of Economics Social And Technology Golden Ratio of Data in Summary International Journal of Economics and Management Research Mount Hope Global Economic Journal Journal Business and Management Dinamika Sosial: Jurnal Pengabdian Masyarakat Dan Transformasi Kesejahteraan
Sunday Ade Sitorus
UNIVERSITAS HKBP NOMMENSEN
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Journal : Formosa Journal of Science and Technology (FJST)

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Optimizing the Quality of Tourism Management Services in Sumatra: Integration of Total Quality Management, CRM, and Innovation as Key Factors Sunday Ade Sitorus
Formosa Journal of Science and Technology Vol. 3 No. 11 (2024): November 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjst.v3i11.11953

Abstract

The study aims to analyze the impact of Total Quality Management (TQM), Customer Relationship Management (CRM), and Innovation as factors influencing service quality in service management in Sumatra. The research uses a descriptive quantitative method with a Structural Equation Model and PLS 3.0 application. The sample size is 2433 service providers across Sumatra, and 343 service providers in the study were selected using systematic random sampling. The results show that total quality management, customer relationship management, and Innovation have a significant positive impact on service quality in service management in Sumatra. These factors can be integrated to improve service quality if integrated. The study contributes to the literature on factors influencing service quality in service management. However, the study has limitations, such as a large sample size and focus on service management in Sumatra. The research recommends conducting the study with a larger sample size and using a geographical approach to provide a more comprehensive analysis.
Co-Authors , Neta Nia Br Sembiring Adanan Silaban Adya Hermawati Alfabetian Harjuno Condro Haditomo Aminuyati Amril Amril AMRIL ANAS ANITA TRESIA SAMOSIR Anton Atno Parluhutan Sinaga Asri Ady Bakri Aurelia Tanatha Bahtiar Efendi Bambang Sucipto Didi Suhendi Dini Moniza Djajanto, Ludfi Dompak Napitupulu Edgina Tris Louis Elgine Tris Louis Elvis Fresly Purba Evi Sirait Febrilian, Lamtiar Feroaryati Damanik Fiktor Sihombing Firdaus Firdaus Firman Mulana Silaban Girsang, Patrecia Caroline Gloria J M Sianipar Glorya Ginting Hadi Purnomo Hanna Damanik Hartanto Hartanto Hasugian, Christnova Hayu Lusianawati Hendra Simanjuntak Husin Husin, Husin Indra Iryanto Nur Hidayat Jedidah Perbina Rosa Br Tarigan Jennila Trisnawati Johanes Sihombing Jurisman Simanjorang Jurisman Simanjorang Kraugusteeliana Kraugusteeliana Lasma Lenida Rosinta Sianipar lasma siagian Lubis, Wilson Lumban Gaol, Vebry Lumbanbatu, Capriaty Lumbanraja, Gracenihami M. Ridlwan Hambali Manurung, Nancy Cecilia Mardiah Hasanah Nasution Markus Doddy Simanjuntak Mazzlida Mat Deli Medrofa, Daud Merita Ayu Indrianti Nababan, Natalia Artauli Nahor, Friza Banjar Niko Parulian Nadapdap Nikous Soter Sihombing Nopeline, Nancy Pakpahan, Simon Ryansa Hasudungan Pantas H Silaban Pasaman Silaban Pasaman Silaban Pasaman Silaban, Pasaman Pasaribu, Romindo M. Petrus Loo Pratiwi , Devi Arista Ramlawati Ramlawati Rasmulia Sembiring Raya Panjaitan Regen Boy Saputra Resti Nurfaidah Richard A. M. Napitupulu Rince Marpaung Rini Fatmawati Rini Purba Roberto Fernando Gultom Ronny Allan Nababan Samosir, Orianta Seraphina Lisa Gavrila Siagian, Nalom Siahaan, Lidia Sari Siahaan, Septony Sianipar, Andiko Sianipar, Gloria J M Sihombing, Aldy Erwanto Silaban, Pantas Silaban, Patar Rifandi Simanjorang , Jurisman Simanjuntak, Agus Simanjuntak, Sabriana Royani Simanjuntak, Sri Ida Royani Simarmata, Candra A. Sipayung, Leonardo David Siregar, Cindy Margareta Sitanggang, Grace Sitindaon, Devito Valetino Suwitho, Suwitho Syamsul Bahri Teddyansa Halim Teguh Setiawan Wibowo Totok Hendarto Tulim, Anto Uli Artha, Citra Wesly Andri Simanjuntak, Wesly Andri William Parlindungan Sihombing WILLIAM PARLINDUNGAN SIHOMBING Winda Ardiani Windi Klara Sinaga Zunan Setiawan