ANALISIS PENGARUH PRINSIP-PRINSIP TOTAL QUALITY MANAGEMENT (TQM) TERHADAP SERVICE QUALITY (Studi pada pengguna motor dengan Bahan Bakar Minyak BBM Jenis Premium PT.Pertamina di Jabodetabek)

SETIAWAN, ABDURRAHMAN MALIK (2021) ANALISIS PENGARUH PRINSIP-PRINSIP TOTAL QUALITY MANAGEMENT (TQM) TERHADAP SERVICE QUALITY (Studi pada pengguna motor dengan Bahan Bakar Minyak BBM Jenis Premium PT.Pertamina di Jabodetabek). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This Study aims to examine and analyze the effect of Total Quality Management (TQM) Principle on service quality. Research data is daily data for five month observation period (October 1,2019 until February 20, 2020). The sampling method used was purposive sampling. From the population of vehicle users with RON 90 PT.Pertamina fuel oil in Jabodetabek. there are 150 people who become the sample of this study. The method of analysis used in this study is SEM. The results show that the Total Quality Management (TQM) have an influence on purchasing decisions that are managed by service quality. Keywords: Total Quality Management (TQM), keputusan pembelian, service quality Penelitian ini bertujuan untuk menguji dan menganalisis Prinsip dalam Total Quality Management (TQM) terhadap servis quality. Data penelitian adalah data harian untuk periode pengamatan 5 bulan (1 Oktober 2019 hingga 20 Februari 2020). Metode pengambilan sampel yang digunakan adalah purposive sampling. Dengan populasi penelian adalah pengguna kendaraan bermotor dengan bahan bakar minyak RON 90 PT.Pertamina di Jabodetabek dan terdapat 150 orang yang menjadi sampel penelitian. Metode analisis yang digunakan dalam penelitian ini adalah SEM dengan bantuan Lisrel. Hasil menunjukkan bahwa Total Quality Management (TQM) memiliki pengaruh terhadap service quality. Keywords: Total Quality Management (TQM), Manajemen Berdasarkan Fakta, service quality

Item Type: Thesis (S2)
NIM/NIDN Creators: 55118310031
Uncontrolled Keywords: Total Quality Management (TQM), Manajemen Berdasarkan Fakta, service quality
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.9 Office Services in Specific Kinds of Enterprises/Layanan Kantor untuk Perusahaan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 26 Nov 2021 07:28
Last Modified: 08 Jul 2023 08:29
URI: http://repository.mercubuana.ac.id/id/eprint/50962

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