PENGARUH IMPLEMENTASI TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN PADA PERUSAHAAN BARJAZ DI DENPASAR

Abstrak

Customer satisfaction is the feeling of pleasure or disappointment of someone who emerged after comparing the perceptions of a product's results and expectations. In order for customers to be satisfied, a company needs to pay attention to the factors that affect customer satisfaction such as applying Total Quality Management. The purpose of this study is to determine whether the variable Total Quality Management consisting of customer focus, obsession on quality and teamwork have a significant influence on customer satisfaction.

            The research was conducted at Barjaz. The number of samples taken as many as 170 people Barjaz customers, with the method of non-probability sampling, especially purposive sampling. Data collection was done through questionnaires and interviews. Data analysis technique used is multiple linear regression.

            Based on the results of the analysis found that the variable focus on the customer, obsession on quality, and teamwork simultaneously significant effect on customer satisfaction. Result of hypothesis test of partial test known that each variable of customer focus, obsession on quality, and team cooperation have a significant positive effect to customer satisfaction. From the results of partial test known that the variable focus on the customer is the variable that most dominant influence on customer satisfaction. Determination coefficient value of 0.583 indicates that 58.3 percent of customer satisfaction variation can be explained by the three independent variables used in the regression equation, while the sisasnya 41.7 percent explained by other variables outside the three variables used in this study.

Keywords : Customer satisfaction, Operations management, Total Quality Management (TQM