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All Journal Benefit: Jurnal Manajemen dan Bisnis
Muh. Nasron, Muh.
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PRAKTIK TQM, PERSEPSI KUALITAS LAYANAN DAN KEPUASAN PENGUJUNG Suatu Analisis dengan Pendekatan Partial Least Square Ratnaningrum, Ratnaningrum; Nasron, Muh.
Benefit Volume 17 No 1 Juni 2013
Publisher : Universitas Muhammadiyah Surakarta

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Abstract

The purpose of this study are to confirm wether the dimensions of top management commitment, costumer focus, benchmarking, training, and employee focus can perform TQM practices variables and to analyze the influences of the perceived service quality to costumersatisfaction. The PLS output shows that TQM practices construct is performed by the dimensionsof top management commitment, costumer focus, benchmarking, training, and employee focus.The other finding is that the perceived service quality influences positively to customer satisfaction.
PRAKTIK TQM, PERSEPSI KUALITAS LAYANAN DAN KEPUASAN PENGUJUNG Suatu Analisis dengan Pendekatan Partial Least Square Ratnaningrum, Ratnaningrum; Nasron, Muh.
Benefit: Jurnal Manajemen dan Bisnis Benefit : Kumpulan Makalah Diskusi Dosen FE UMS Volume 17 No 1 Juni 2013
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v17i1.1374

Abstract

The purpose of this study are to confirm wether the dimensions of top management commitment, costumer focus, benchmarking, training, and employee focus can perform TQM practices variables and to analyze the influences of the perceived service quality to costumersatisfaction. The PLS output shows that TQM practices construct is performed by the dimensionsof top management commitment, costumer focus, benchmarking, training, and employee focus.The other finding is that the perceived service quality influences positively to customer satisfaction.
Co-Authors Ratnaningrum Ratnaningrum, Ratnaningrum