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Pengaruh Total Quality Management dan Kualitas Pelayanan terhadap Kepuasan Konsumen Pada SD XYZ

Authors

  • Jyotsna Syrila Avesta Fakultas Ekonomi dan Bisnis, Universitas Islam Bandung
  • Yuni Rosdiana Fakultas Ekonomi dan Bisnis, Universitas Islam Bandung

DOI:

https://doi.org/10.29313/jra.v3i2.2829

Keywords:

Total Quality Management, Kualitas Pelayanan, Kepuasan Konsumen

Abstract

Abstract. Along with the development of the times and the widespread use of digitalization in the institutional environment, many institutions in various fields are flocking to carry out business innovations. Therefore, a system is needed, one of which is Total Quality Management which is applied as the implementation of companies or institutions in facing global competition. Apart from Total Quality Management, Service Quality also influences customer satisfaction. With excellent service quality in an institution, it will create satisfaction for consumers. The large number of private schools forces Mathla'ul Anwar Elementary School to compete in a healthy and innovative way to outperform other private schools. This study aims to (1) determine the effect of Total Quality Management on consumer satisfaction and (2) determine the effect of service quality on customer satisfaction. The research method used is verification research with a quantitative approach. The analytical tool used is the SPSS data processing application with a sample of 30 respondents. The results of this study indicate that total quality management has a significant positive effect on customer satisfaction, which means that the better the total quality management, the higher the level of customer satisfaction. As well as service quality has a effect on customer satisfaction, which means the better the service quality, the higher the level of customer satisfaction.

Abstrak. Seiring dengan berkembangnya zaman dan maraknya penggunaan digitalisasi di lingkungan lembaga, maka banyak lembaga dalam berbagai bidang berbondong-bondong untuk melakukan suatu inovasi bisnis. Oleh karena itu, diperlukan suatu system salah satunya Total Quality Management yang diterapkan sebagai implementasi perusahaan atau lembaga dalam menghadapi persaingan global. Selain Total Quality Management, Kualitas Pelayanan juga turut serta mempengaruhi kepuasan konsumen. Dengan kualitas pelayanan yang prima di suatu lembaga, maka akan menciptakan kepuasan bagi para konsumen. Banyaknya sekolah swasta membuat SD XYZ harus bersaing secara sehat dan inovatif untuk mengungguli sekolah swasta yang lain. Penelitian ini bertujuan untuk (1) Mengetahui pengaruh Total Quality Management terhadap Kepuasan Konsumen dan (2) Mengetahui pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen. Metode penelitian yang digunakan adalah penelitian verifikatif dengan pendekatan kuantitatif. Alat analisis yang digunakan adalah aplikasi olah data SPSS dengan sampel sebanyak 30 responden. Hasil dari penelitian ini menunjukan bahwa Total quality management berpengaruh terhadap kepuasan konsumen, yang artinya semakin baik Total Quality Management maka semakin tinggi tingkat kepuasan konsumen. Serta kualitas pelayanan berpengaruh positif signifikan terhadap kepuasan konsumen, yang artinya semakin baik Kualitas Pelayanan maka semakin tinggi tingkat kepuasan konsumen.

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Published

2023-12-23