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Pengaruh Penerapan Total Quality Management (Tqm) Terhadap Kualitas Pelayanan Pada Bengkel Ahass 08949 Team Aro Jaya Motor Pekanbaru

ABSTRACT

This study aims to determine the effect of the Implementation of Total Quality Management (TQM) on Service Quality at AHASS 08949 Workshop Team Aro Jaya Motor Pekanbaru. The population in this study included all consumers who served at AHASS Team Aro Jaya Workshop in the last year of 10,922 customers.
Primary data were collected using a questionnaire as an instrument to prove the results of the study, to test the hypothesis in this study was to use multiple linear regression analysis with the help of the SPSS program. The technique of determining the number of samples in this study uses the Slovin formula which as a measurement tool to calculate the size of a sample whose population is known. And obtained a sample of 100 respondents with a margin of error of 10%.
The results showed that : 1) There was a positive and significant influence on the Customer Focus variable on Service Quality at AHASS 08949 Workshop Team Motor Aro Jaya Pekanbaru, 2) There was a positive and significant effect on the Obsession variable on Quality of Service Quality at AHASS 08949 Team Workshop Aro Jaya Motor Pekanbaru, 3) There is a positive and significant influence on the Continuous System Improvement variable on Service Quality at AHASS 08949 Workshop Team Aro Jaya Motor Pekanbaru, 4) Customer Focus, Obsession on Quality and Continuous System Improvement (simultaneous) positive effect and significant on Service Quality at AHASS 08949 Workshop Team Aro Jaya Motor Pekanbaru.

Keywords: Customer Focus, Obsession on Quality, Continuous System Improvement, Service Quality

Ketersediaan
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Perpustakaan Universitas Riau 02 02. 119 (0185)
02 02. 119 (0185)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
02 02. 119 (0185)
Penerbit
Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen.,
Deskripsi Fisik
xi, 71 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
02 02. 119 (0185)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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