JAMHUR, HURISAL (2011) Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001 Terhadap Kepuasan Pelanggan dan Keuangulan Bersaing Pada PT. Pelangi Indah Conindo Tbk. S2 thesis, Universitas Mercu Buana.
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Abstract
The competition which occurs among metal drums industry in Indonesia today has increased along with the emergence of substitute products like plastic drums, which forces metal drums producers to enhance quality, suppress production costs and improve customers services . This increased competition is triggered by the emergence of new competitors, the increasing knowledge and demands of consumers, espescially those certified in quality management system who will also require a supplier industry with a qualification in quality management system as well. The purpose of study was to determine the effect of quality assurance towards customers satisfaction and customers satisfaction impact on competitive value. To measure the research variables, questionairres were used and distributed to metal drums customers. Analysis was obtained through statistic and statements result in questionairres are valid and reliable. The sampling techniques used was sampled from 80 companies. Then followed correlations, t test, and simple regression. Simple regression analysis resulted, quality assurance effects customers satisfaction and customer satisfaction affects competitive value. Researchers suggest that monitoring for the consistency of applications in quality management systems elements need to be further increase so f nonconformity (Non Conformance) findings which are minor can be omitted Persaingan yang terjadi di antara industri drum metal di Indonesia saat ini semakin meningkat seiring dengan timbulnya produk subtitusi yaitu drum plastik, sehingga memaksa produsen drum metal untuk meningkatkan kualitas, penekanan biaya produksi dan peningkatan layanan kepada pelanggan. Peningkatan persaingan ini dipicu dengan munculnya pesaing baru, meningkatnya pengetahuan dan tuntutan dari konsumen terutama yang telah memiliki sertifikasi sistem manajemen mutu yang menuntut industri pemasok juga memiliki kualifikasi sertifikasi sistem manajemen mutu.Tujuan penelitian ini untuk mengetahui pengaruh jaminan mutu terhadap kepuasan pelanggan dan pengaruh kepuasan pelanggan terhadap kemampuan bersaing. Untuk mengukur variabel penelitian digunakan kuesioner yang disebar kepada para pelanggan drum metal. Analisis menggunakan statistik dan hasil pernyataan dalam kuesioner adalah valid dan reliable. Teknik sampling yang digunakan adalah sensus sebanyak 80 perusahaan. Kemudian dilakukan korelasi, uji t, dan regresi sederhana. Hasil analisis regresi sederhana, jaminan mutu berpengaruh terhadap kepuasan pelanggan dan kepuasan pelanggan berpengaruh terhadap kemampuan daya saing. Peneliti menyarankan bahwa pengawasan terhadap konsistensi penerapan elemen-elemen sistem manajemen mutu perlu ditingkatkan lagi sehingga temuan-temuan ketidaksesuaian (Non Conformance) yang bersifat minor dapat dihilangkan.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/551. 11 006 |
| Call Number: | TM/51/11/047 |
| NIM/NIDN Creators: | 55108120163 |
| Uncontrolled Keywords: | Pengaruh, Implementasi, Sistem, Manajemen Mutu, ISO 9001, Terhadap Kepuasan, Pelanggan, Keuangulan B |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.3 Personnel Management/Manajemen Personalia, Manajemen Sumber Daya Manusia, Manajemen SDM |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 12 Feb 2013 09:23 |
| Last Modified: | 16 Jan 2025 03:28 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/22035 |
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