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All Journal Jurnal Ekonomi
Hanif Fariz Ramadhani
Department of Management, Universitas Tanjungpura, Jl. Profesor Dokter H. Hadari Nawawi, Bansir Laut, Kec. Pontianak Tenggara, Pontianak, 78124, Pontianak, Indonesia
Economics, Econometrics & Finance Social Sciences

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Journal : Jurnal Ekonomi

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Driving Excellence In Customer Experience: A Comparative Study Of Quality Management Tactics In Public Enterprise, Government Bodies, and The Hospitality Industry Arman Jaya; Hanif Fariz Ramadhani; Miranda Istikarani; Yogi Muhammad Pandu Prabowo; Ricardo Charles; Aisyah Farah Yasira Fitri
Jurnal Ekonomi Vol. 13 No. 01 (2024): Jurnal Ekonomi, Edition January - March 2024
Publisher : SEAN Institute

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Abstract

This research delves into the quality management approaches within a state-owned enterprise, a government organization, and the hospitality industry to discern their influence on customer satisfaction. Utilizing a descriptive-qualitative method, the study garners data through meticulous field observation, informant interviews, and extensive documentation. The findings reveal that each company has adopted and tailored quality management practices to suit their operations, leading to enhanced customer satisfaction. Despite this progress, the research identifies significant challenges, notably in human resource competence, which could impede customer satisfaction. Each entity, however, has devised strategic solutions to these challenges, fostering the advancement of their quality management systems. The study contributes to the discourse on quality management, offering stakeholders a lens to augment their strategies. It recognizes the limitations posed by the scope of data collection and calls for future research to delve deeper, ensuring a more comprehensive understanding of the practices and their outcomes.
Co-Authors Aisyah Farah Yasira Fitri Arman Jaya Miranda Istikarani Ricardo Charles Yogi Muhammad Pandu Prabowo