ANALISIS PENGARUH TOTAL QUALITY MANAGEMENT (TQM) DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT SEBUMI BERBAGI INSPIRASI

Dias Meutia Hindawan, . (2025) ANALISIS PENGARUH TOTAL QUALITY MANAGEMENT (TQM) DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT SEBUMI BERBAGI INSPIRASI. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to analyze the influence of Total Quality Management (TQM) and service quality on customer satisfaction at PT Sebumi Berbagi Inspirasi, focusing on the Jakarta Green Tour program. The research employs a quantitative approach using the Structural Equation Modeling Partial Least Square (SEM-PLS) method, processed through the SmartPLS 4.1.1 application, with 60 respondents who participated in the 2024 Jakarta Green Tour. The results show that: (1) TQM has a positive and significant influence on customer satisfaction with a path coefficient of 0.536; (2) service quality also has a positive and significant effect with a coefficient of 0.608; and (3) TQM and service quality jointly contribute 74.3% to customer satisfaction. The remaining 25.7% is influenced by other factors such as customer expectations, promotion, and pricing. These findings indicate that effective implementation of TQM and optimal service quality play a crucial role in enhancing overall customer satisfaction.

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil: 2110111177] [Pembimbing: Jenji Gunaedi Argo] [Penguji 1: Heni Nastiti] [Penguji 2: Sumilir]
Uncontrolled Keywords: Total Quality Management (TQM), service quality, customer satisfaction, Sebumi, Jakarta Green Tour
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: DIAS MEUTIA HINDAWAN
Date Deposited: 26 Aug 2025 03:57
Last Modified: 26 Aug 2025 03:57
URI: http://repository.upnvj.ac.id/id/eprint/37942

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