Pengaruh Sistem Pengendalian Manajemen Dan Biaya Kualitas Terhadap Kualitas Jasa Pelayanan
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Institusion
Universitas Katolik Musi Charitas
Author
Hartono, Lisia
Subject
H Social Sciences (General)
Datestamp
2019-04-29 01:30:12
Abstract :
This study aims to determine the effect of management control systems and the cost of quality of service quality and cost of SPM independent pelayanan.Variabel Kualitas.Variabeldependen the quality of services. The research data was collected through a questionnaire distributed to managers of existing showroom in the city of Palembang. Testing hypotheses using multiple linear regression tests are carried out partially with the results of testing the hypothesis ditolak.Hasil all hypothesis testing showed that there was no significant effect of the application of SPM and Costs Quality of service quality. The conclusions of the research is all of the motor showroom has implemented a Quality and Cost SPM has not been proven to improve the quality of services offered to consumers. Therefore, the application of SPM is needed again increase the quality and costs on an ongoing basis to improve the quality of care to ultimately have an impact on customer loyalty.
This study aims to determine the effect of management control systems and the cost of quality of service quality and cost of SPM independent pelayanan.Variabel Kualitas.Variabeldependen the quality of services. The research data was collected through a questionnaire distributed to managers of existing showroom in the city of Palembang. Testing hypotheses using multiple linear regression tests are carried out partially with the results of testing the hypothesis ditolak.Hasil all hypothesis testing showed that there was no significant effect of the application of SPM and Costs Quality of service quality. The conclusions of the research is all of the motor showroom has implemented a Quality and Cost SPM has not been proven to improve the quality of services offered to consumers. Therefore, the application of SPM is needed again increase the quality and costs on an ongoing basis to improve the quality of care to ultimately have an impact on customer loyalty.
File :
EA-2012-081230-cover.pdf
EA-2012-081230-abstract.pdf
EA-2012-081230-complete.pdf
EA-2012-081230-tableofcontent.pdf
EA-2012-081230-chapter1.pdf
EA-2012-081230-chapter2.pdf
EA-2012-081230-chapter3.pdf
EA-2012-081230-chapter4.pdf
EA-2012-081230-conclusion.pdf
EA-2012-081230-reference.pdf
EA-2012-081230-attachment.pdf
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