Wahid, Tenri Bulan (2024) ANALISIS PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN PELANGGAN PADA HOTEL GOLDEN BOUTIQUE KEMAYORAN. S2 thesis, Universitas Mercu Buana - Menteng.
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Abstract
Penelitian ini bertujuan untuk menganalisis penerapan Total Quality Management (TQM) terhadap kepuasan pelanggan pada Hotel Golden Boutique Kemayoran. Populasi penelitian terdiri dari 6636 pengunjung, yang merupakan jumlah pelanggan terbanyak pada bulan November 2023. Tehnik sampling dalam penelitian ini menggunakan simple random sampling, dengan jumlah sampel sebanyak 100 orang. Data penelitian dikumpulkan melalui penyebaran kuesioner. Metode Analisa data menggunakan Structural Equation Model – Partial Least Square (SEM-PLS). Hasil penelitian menemukan bahwa: 1) fokus pada pelanggan berpengaruh positif dan singnifikan terhadap kepuasan pelanggan, 2) obsesi terhadap kualitas berpengaruh positif dan singnifikan terhadap kepuasan pelanggan, 3) Kerjasama tim berpengaruh positif dan singnifikan terhadap kepuasan pelanggan, 4) adanya keterlibatan dan pemberdayaan karyawan berpengaruh positif dan singnifikan terhadap kepuasan pelanggan. Implikasi penelitian ini dibahas dalam artikel. This study examines the implementation of Total Quality Management (TQM) on customer satisfaction at Golden Boutique Hotel Kemayoran. The research involves 6,636 visitors, the highest number recorded in November 2023. Using simple random sampling, 100 respondents were selected, and data were gathered through questionnaires. Structural Equation Modeling – Partial Least Square (SEM-PLS) was applied for data analysis. The results show that: 1) quality obsession positively and significantly affects customer satisfaction, 2) employee involvement and empowerment have a positive and significant impact, 3) customer focus also positively and significantly influences satisfaction, and 4) teamwork similarly contributes positively and significantly. The study’s implications are discussed further in the article.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55122010022 |
| Uncontrolled Keywords: | Fokus Pada Pelanggan, Obsesi Terhadap Kualitas, Kerjasama Tim, Adanya Keterlibatan dan Pemberdayaan Karyawan, Kepuasan Pelanggan. Customer Focus, Obsession with Quality, Teamwork, Employee Involvement and Empowerment, Customer Satisfaction. |
| 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 |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | SILMI KAFFA MARISKA |
| Date Deposited: | 31 Aug 2024 08:19 |
| Last Modified: | 31 Aug 2024 08:19 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/91004 |
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