VALENTINO, CHRISTAL (2021) ANALISIS EFEKTIVITAS TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN PELANGGAN PADA PT BANK CENTRAL ASIA Tbk. Tesis thesis, SEKOLAH TINGGI ILMU EKONOMI INDONESIA JAKARTA.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh Total Quality Management terhadap kepuasan pelanggan pada PT. Bank Central Asia Kantor Cabang Utama Gunsa 45. Metode penelitian ini adalah metode kuantitatif dengan menggunakan data primer. Jumlah sampel dalam penelitian ini adalah sebanyak 159 orang nasabah. Pengolahan data dalam penelitian ini menggunakan alat analisis SmartPLS, dan dianalisis menggunakan analisis Partial Least Square (PLS). Analisis yang digunakan dalam penelitian ini meliputi analisis outer model, koefisen determinasi, uji f square dan analisis inner model Hasil dari penelitian ini, diketahui bahwa (1) fokus pada pelanggan berpengaruh positif tetapi tidak signifikan terhadap kepuasan pelanggan, (2) kerjasama tim berpengaruh positif dan signifikan terhadap kepuasan pelanggan, (3) Obsesi terhadap kualitas berpengaruh positif dan signifikan terhadap kepuasan pelanggan, (4) pendekatan ilmiah berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan, (5) perbaikan secara berkesinambungan berpengaruh positif dan signifikan terhadap kepuasan pelanggan ABSTRAK This study aims to determine how much influence the influence of Total Quality Management on customer satisfaction at PT. Bank Central Asia Gunsa Main Branch Office 45. This research method is a quantitative method using primary data. The number of samples in this study were 159 customers. Data processing in this study used the SmartPLS analysis tool, and analyzed using Partial Least Square (PLS) analysis. The analysis used in this study includes the outer model analysis, the coefficient of determination, the f square test and the inner model analysis The results of this study show that (1) customer focus has a positive but insignificant effect on customer satisfaction, (2) teamwork has a positive and significant effect on customer satisfaction, (3) Obsession with quality has a positive and significant effect on customer satisfaction, (4) the scientific approach has a negative and insignificant effect on customer satisfaction, (5) continuous improvement has a positive and significant effect on customer satisfaction
| Item Type: | Thesis (Tesis) | ||||||||||||
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| Subjects: | Manajemen > Manajemen SDM Manajemen > Manajemen Operasional |
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| Divisions: | S2 Manajemen | ||||||||||||
| Depositing User: | CHRISTAL VALENTINO | ||||||||||||
| Date Deposited: | 14 Nov 2021 06:28 | ||||||||||||
| Last Modified: | 14 Nov 2021 06:28 | ||||||||||||
| URI: | http://repository.stei.ac.id/id/eprint/5550 |
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