PINISI Discretion Review
Volume 4, Issue 2, March 2021

Total Quality Management and Service Quality on Customer Satisfaction in Public Services

Muhammad Aqsa (Universitas Muhammadiyah Palopo, South Sulawesi, Indonesia)
M. Risal (Universitas Muhammadiyah Palopo, South Sulawesi, Indonesia)
Raodlah Nur (Universitas Muhammadiyah Palopo, South Sulawesi, Indonesia)

Article Info

Publish Date
03 Aug 2021

Abstract

The big problem faced by service providers is how customer satisfaction should be a top priority. Some of the determining factors in customer satisfaction are Total Quality Management and Service Quality. This study aims to determine the effect of Total Quality Management and Service Quality on Customer Satisfaction. With a sample of 76 respondents. By using multiple regression analysis. The results showed that Total Quality Management had a significant and positive effect on customer satisfaction. Likewise, service quality has a significant and positive effect on customer satisfaction. This significant effect applies either partially or simultaneously.

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Journal Info
PINISI Discretion Review
Website

Abbrev

UDR

Publisher

Universitas Negeri Makassar

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

PINISI Discretion Review is an-Opened Access journal and published twice a year every March and September. It publishes the research (no longer than 5 years after the draft proposed) in term of PINISI Discretion Review: public administration, public policy, management, bussiness administration, ...