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All Journal Jurnal Impresi Indonesia Journal of Accounting and Finance Management (JAFM)
Ramdan Padmakusumah, Rizal
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Religion Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : Journal of Accounting and Finance Management (JAFM)

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The Influence of Total Quality Management (TQM) and Service Quality (Servqual) on Customer Satisfaction of Netflix Services Wahyudi Putera, Fajar; Ramdan Padmakusumah, Rizal
Journal of Accounting and Finance Management Vol. 5 No. 6 (2025): Journal of Accounting and Finance Management (January - February 2025)
Publisher : DINASTI RESEARCH

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jafm.v5i6.1358

Abstract

This study aims to analyze the impact of Total Quality Management (TQM) and Service Quality (SERVQUAL) on customer satisfaction among Netflix users. Specifically, it investigates whether TQM affects customer satisfaction, whether SERVQUAL influences customer satisfaction, and whether both TQM and SERVQUAL together have an effect on customer satisfaction. The research employs a quantitative method with a sample size of 100 Netflix users from Bandung City. Data sources include primary data, obtained through questionnaires distributed to Netflix customers, and secondary data from existing documents, reports, and publications. Multiple regression analysis was used to process the data with SPSS. The findings show that TQM significantly affects customer satisfaction, with a t-value of 35.052 and a significance of 0.000 (p < 0.05), leading to the rejection of H0 and acceptance of H1. In contrast, SERVQUAL does not significantly affect customer satisfaction, with a t-value of 1.005 and a significance of 0.317 (p > 0.05), leading to the acceptance of H0 and rejection of H2. Additionally, the F-test reveals a significance of 0.000 (p < 0.05), indicating that both TQM and SERVQUAL simultaneously affect customer satisfaction.
Analisis Pengaruh Implementasi Lean & Six Sigma Terhadap Kinerja Operasional Pada Perusahaan Manufaktur XYZ Arief Ramadhanus, Willy; Ramdan Padmakusumah, Rizal; Vanditta, Ryni
Journal of Accounting and Finance Management Vol. 6 No. 4 (2025): Journal of Accounting and Finance Management (September - October 2025)
Publisher : DINASTI RESEARCH

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jafm.v6i4.2529

Abstract

Industri manufaktur makanan menghadapi banyak masalah dalam menjaga ketepatan waktu dan konsistensi kualitas. PT XYZ, perusahaan manufaktur makanan, mengalami penurunan kinerja operasional yang ditandai dengan tingkat kesalahan yang meningkat, keterlambatan pengiriman, dan penurunan produktivitas karyawan. Tujuan penelitian ini adalah untuk mempelajari bagaimana penerapan Lean dan Six Sigma berdampak pada kinerja operasional PT XYZ. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif dengan desain deskriptif-eksplanatori. Data dikumpulkan melalui kuesioner yang dibagikan kepada 120 pekerja yang berpartisipasi dalam operasi. Untuk menganalisis data, penelitian ini menggunakan regresi linier berganda dan program analisis statistik SPSS. Hasil menunjukkan bahwa Lean dan Six Sigma berpengaruh positif dan signifikan terhadap kinerja operasional (t = 5,797, p = 0,001), dan Lean dan Six Sigma berpengaruh positif dan signifikan terhadap kinerja operasional (t = 12,211, p = 0,001), dan keduanya berpengaruh secara bersamaan (F = 3653,825, p = 0,001), dengan kontribusi penjelasan sebesar 98,4 persen.
Co-Authors Arief Ramadhanus, Willy Sofyan Iskandar, Sofyan Vanditta, Ryni Wahyudi Putera, Fajar