The Effect of Total Quality Management on Service Quality, Price, and Customer Satisfaction at Kita-Kita Tour and Travel

Nugraha, Isna
Ramadhan, Gilang

International Journal of Eco-Innovation in Science and Engineering (IJEISE)
Vol. 5 No. 2 (2024): IJEISE

This study aims to analyze the effect of Total Quality Management (TQM) implementation on service quality and price and its impact on customer satisfaction at Kita-Kita Tour and Travel. This study uses a quantitative method with a casual associative approach to measure service quality variables (X1), price (X2), and customer satisfaction (Y). Data was collected through questionnaires distributed to consumers who have used Kita-Kita Tour and Travel services, and was analyzed using SPSS software. Data that meets the validity, reliability, and classical assumption tests are then processed to produce a linear regression equation. The results of the analysis show that service quality and price partially and simultaneously have a positive and significant effect on customer satisfaction, so the hypothesis is accepted. The reliability test resulted in a Cronbach's Alpha value of 0.864, indicating that the data obtained is reliable. Based on this research, it shows that the implementation of TQM has a positive impact on service quality and price, which in turn increases customer satisfaction.