Amalia, Rizka (2023) PENGARUH KEPUASAN PELANGGAN, PEMBERDAYAAN KARYAWAN, PERBAIKAN MUTU BERKELANJUTAN DAN MANAJEMEN BERDASARKAN FAKTA TERHADAP KINERJA OPERASIONAL BENGKEL MOBIL DI KECAMATAN KALIDERES. S1 thesis, Universitas Sultan Ageng Tirtayasa.

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Abstract

This study was conducted to determine the effect of Customer Satisfaction, Employee Empowerment, Continuous Quality Improvement, Fact Based Management on the Operational Performance of Car Repair Shops in Kalideres District. The method used in this research is quantitative method. The data collection method uses a questionnaire in the form of a google form with a total of 44 respondents. The sampling technique uses a saturated sample technique where the entire population is used as a sample. The data used in this study used primary and secondary data. Data analysis in this study used Partial Least Square analysis through SmartPLS 3.0 software. The results of this study indicate that: (1) Customer satisfaction has a positive and significant effect on operational performance. (2) Employee empowerment has a positive and significant effect on operational performance. (3) Continuous quality improvement has a positive and significant effect on operational performance. (4) Fact-based management has a negative and insignificant effect on operational performance.

Item Type:	Thesis (S1)
Contributors:	Contribution Contributors NIP/NIM Thesis advisor Mukhsin, Moh 196806142007011001 Thesis advisor Satyanegara, Diqbal 198302072006041005
Additional Information:	Penelitian ini dilakukan untuk mengetahui pengaruh Kepuasan Pelanggan, Pemberdayaan Karyawan, Perbaikan Mutu Berkelanjutan, Manajemen Berdasarkan Fakta terhadap Kinerja Operasional Bengkel Mobil di Kecamatan Kalideres. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Metode pengumpulan data menggunakan kuesioner dalam bentuk google form dengan total 45 responden. Teknik pengambilan sampel menggunakan teknik sampel jenuh dimana seluruh populasi dijadikan sebagai sampel. Data yang digunakan dalam penelitian ini menggunakan data primer dan sekunder. Analisi data dalam penelitian ini menggunakan analisi Partial Least Square melalu software SmartPLS 3.0. Hasil penelitian ini menujukkan bahwa: (1) Kepuasan pelanggan berpengaruh positif dan signifikan terhadap kinerja operasional. (2) Pemberdayaan karyawan berpengaruh positif dan signifikan terhadap kinerja operasional. (3) Perbaikan mutu berkelanjutan berpengaruh positif dan signifikan terhadap kinerja operasional. (4) Manajemen Berdasarkan Fakta berpengaruh negatif dan tidak signifikan terhadap kinerja operasional.
Uncontrolled Keywords:	Employee Empowerment, Continuous Quality Improvement, Fact Based Management, Operational Performance. Pemberdayaan Karyawan, Perbakan Mutu Berkelanjutan, Manajemen Berdasarkan Fakta, Kinerja Operasional
Subjects:	L Education > L Education (General)
Divisions:	05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen
Depositing User:	Mrs. Rizka Amalia
Date Deposited:	05 Jun 2024 10:05
Last Modified:	05 Jun 2024 10:05
URI:	http://eprints.untirta.ac.id/id/eprint/35543

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