PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) UNTUK MENGURANGI PENGEMBALIAN PEKERJAAN (JOB RETURN) SEBAGAI USAHA DALAM MEMENUHI KEPUASAN PELANGGAN (Studi pada Pelanggan CV. AHASS Sahabat Sejati Motor di Kota Semarang)
Abstract: This study motivated
the incosistency of previous study on total quality management on customer
satisfaction which is characterized by reduction of job return that where there
are research gaps. This study aims to examine the total quality management
which include focus on the customer, obsession of quality, team work, engangement
and empowerment on customer satisfaction.
The population in this study are all customer in CV. AHASS Sahabat Sejati
Motor in Semarang. Data collection method used is the method of sampling the
sample amount to 110 respondents. The analytical method used is multiple
regression.
Based on statistical data analysis, the indicators in this study are
valid and reliable. The greatest variable is the variable of focus on the
customer was 0,852, whereas the smallest variable is the variable of team work
was 0,001. The result of the study found that all of the independent variables
and a significant positive effect on the dependent variable.
Keywords: Total Quality
Management, Job Return, Customer Satisfaction
Penulis: Kharisma Islami, Budi
Sudaryanto
Kode Jurnal: jpmanajemendd170826
