Maulana Putra, Aditya (2023) PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN (STUDI PADA PENGGUNA PLATFORM TOKOCRYPTO). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to examine the effect of Total Quality Management which consists of variables focused on customers, teamwork, obsession with quality, and continuous system improvement on customer satisfaction on Tokocrypto platform users. In this study the method used to analyze is a quantitative research method with a descriptive approach. The sample used was 100 respondents taken using the non-probability sampling method with purposive sampling technique. The data analysis method used the PLS (Partial Least Square) approach which was carried out with the help of the SmartPLS 3.0 software analysis tool. The results of this study indicate that: (1) Focus on customers has a positive and significant effect on customer satisfaction. (2) Teamwork has no effect on customer satisfaction. (3) Obsession with quality has a positive and significant effect on customer satisfaction. (4) Continuous system improvement has a positive and significant effect on customer satisfaction.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini memiliki tujuan untuk menguji pengaruh Total Quality Management yang terdiri dari variabel fokus kepada pelanggan, kerjasama tim, obsesi terhadap kualitas, dan perbaikan sistem secara berkesinambungan terhadap kepuasan pelanggan pada pengguna platform Tokocrypto. Dalam penelitian ini metode yang digunakan untuk menganalisis adalah metode penelitian kuantitatif dengan pendekatan deskriptif. Sampel yang digunakan sebanyak 100 responden diambil dengan metode non-probability sampling dengan teknik purposive sampling. Metode analisis data menggunakan pendekatan PLS (Partial Least Square) yang dilakukan dengan bantuan alat analisis software SmartPLS 3.0. Hasil penelitian ini menunjukkan bahwa: (1) Fokus kepada pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. (2) Kerjasama tim tidak berpengaruh terhadap kepuasan pelanggan. (3) Obsesi terhadap kualitas berpengaruh positif dan signifikan terhadap kepuasan pelanggan. (4) Perbaikan sistem secara berkesinambungan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. | |||||||||
| Uncontrolled Keywords: | Kata Kunci : Kepuasan Pelanggan, Fokus Kepada Pelanggan, Kerjasama Tim, Obsesi Terhadap Kualitas, Perbaikan Sistem Secara Berkesinambungan. Keywords: Customer Satisfaction, Customer Focus, Teamwork, Quality Obsession, Continuous System Improvement. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory |
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| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen |
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| Depositing User: | Mr Aditya Maulana Putra | |||||||||
| Date Deposited: | 13 Mar 2023 16:46 | |||||||||
| Last Modified: | 13 Mar 2023 16:46 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/22326 |
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