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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen Jurnal Kewirausahaan dan Inovasi
Nur Prima Waluyowati
Fakultas Ekonomi dan Bisnis, Universitas Brawijaya, Indonesia
Decision Sciences, Operations Research & Management Environmental Science Social Sciences

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KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN COFFEE SHOP Nur Prima Waluyowati; Muhammad Irsyad Gulam Bustomi
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

The aims of this study are to find out the cause and effect of service quality with customer satisfaction at the Omah Boto Coffee Shop based on the dimensions of service quality. The analysis obtained in this analysis examines the influence of the five dimensions of service quality, namely: tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy) on customer satisfaction. Design/Methodology Quantitative methods were applied in this study. The distribution of questionnaires to 60 respondents was used to evaluate customer satisfaction about service quality at coffee shops and analyze data using multiple linear regression to determine the effectiveness of service quality on customer satisfaction. The findings examine that of the five dimensions of service quality, all have an influence on customer satisfaction, but only the assurance dimension has a major impact on customer satisfaction at Omah Boto Coffee shop. The results of this study can be used as a reference in the future related to service quality. The results of this study can also be a source of reference in increasing knowledge about the quality of service in the culinary field in Tuban City. The results of this study can also be input for the Omah Boto Coffee shop in providing services to shop customers.
PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA MANAJERIAL Ivena Mashoeda; Nur Prima Waluyowati
Jurnal Kewirausahaan dan Inovasi Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

Companies in facing global competition are expected to have competitive advantages that can be used by consumers to choose a company. The objective of this research is to identify the partial and simultaneous effect of Customer Focus, Continuous Improvement, Employee Empowerment and Management Commitment on the managerial performance of PT. Adhi Karya (Persero) Tbk. in the construction project of the Regional Office Building of BRI in Malang. This research is categorized into explanatory research, which aims to identify the effect of the independent variable, i.e., Customer Focus, Continuous Improvement, Employee Empowerment and Management Commitment on the dependent variable, i.e. managerial performance (Y) using quantitative approach. Here a sample of 59 respondents was used. The results of the multiple linear regression have led to a finding that Total Quality Management has a negative and insignificant effect on managerial performance. Therefore, this research suggests PT. Adhi Karya (Persero) Tbk. to improve the implementation of Total Quality Management (TQM) so that the company can get a better managerial performance in their projects.
Co-Authors Ivena Mashoeda Muhammad Irsyad Gulam Bustomi