PENGARUH PRAKTIK MANAJEMEN MUTU TERPADU TERHADAP KUALITAS LAYANAN, KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN PT.SEMEN INDONESIA (PERSERO) Tbk
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
SOPHIANA, WINNIE KARTIKASARI
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-17 05:51:09
Abstract :
The purpose of this study is to determine the significance of total quality management practices to service quality, to determine the significance of total quality management practices to customer satisfaction, to determine impact of service quality and customer satisfaction on customer loyalty PT. Semen Indonesia (Persero) Tbk. Sampling technique in this study is non-probability sampling with purposive sampling method. Using data from 125 respondents. The respondent is employees from PT. Semen Indonesia (Persero) Tbk.The method of analysis in this study is a Maximum Likehood using AMOS program version 18.0. The result showing that total quality of management practices have a significant positive effect to service quality, total quality of management practices have a significant positife effect to customer satisfaction, service quality to customer loyalty have an insignificant positive effect but customer satisfaction have a significant positive to customer loyalty. Keywords? Total quality of management practices, service quality,customer satisfaction, customer loyalty
The purpose of this study is to determine the significance of total quality management practices to service quality, to determine the significance of total quality management practices to customer satisfaction, to determine impact of service quality and customer satisfaction on customer loyalty PT. Semen Indonesia (Persero) Tbk. Sampling technique in this study is non-probability sampling with purposive sampling method. Using data from 125 respondents. The respondent is employees from PT. Semen Indonesia (Persero) Tbk.The method of analysis in this study is a Maximum Likehood using AMOS program version 18.0. The result showing that total quality of management practices have a significant positive effect to service quality, total quality of management practices have a significant positife effect to customer satisfaction, service quality to customer loyalty have an insignificant positive effect but customer satisfaction have a significant positive to customer loyalty. Keywords? Total quality of management practices, service quality,customer satisfaction, customer loyalty
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