Effect of Total Quality Mangement on Visitor Satisfaction and Its Effect on Service Quality

Zainuddin Latuconsina
Uli Wildan Nuryanto
Pandu Adi Cakranegara
I Nyoman Tri Sutaguna
Samuel PD Anantadjaya

Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences
Vol 5, No 3 (2022): Budapest International Research and Critics Institute August

This study aims to analyze effect of total quality management on visitor satisfaction and its effect on service quality. The population in this study are library employees at Universitas Pattimura, Ambon. The sampling technique used is purposive sampling, with a number of respondents as many as 33 respondents. Data are collected using a questionnaire as the main instrument and a questionnaire using the likert scale to measure respondents' answers. Hypothesis testing using partial least square test. The results show that total quality management has a positive effect on visitor satisfaction at the Library at Universitas Pattimura, Ambon. Visitor satisfaction has a positive effect on service quality at the Library at Universitas Pattimura, Ambon.