INFLUENCE OF TOTAL QUALITY MANAGEMENT (TQM) TOWARDS CONSUMERS SATISFACTION

  • Anwar Fahry STIE Sutaatmadja
  • Gugyh Susandy STIE Sutaatmadja
  • Kuncorosidi Kuncorosidi STIE Sutaatmadja

Abstract

Globalizations the economy of society comprehensively. As a result, we should be well-prepared for dealing with the development of global era optimally. We could not catch the opportunities of this situation unless we have a competitive advantage in the international market competition. One of the efforts that can be made to deal with the competition is the improvement of the goods and services quality produced by the companies.

The aim of this study is to investigate the effect of Total Quality Management on Customer Satisfaction at PT. Pundi Bank Indonesia (Persero) Tbk. Pamanukan Branch. The method was using this research by simple linear regression. The samples are customers of PT. Pundi Bank Indonesia (Persero) Tbk. Pamanukan Branch in 2015.

The study concluded some facts shown by the results of statistical calculations. The coefficient determinant shown by figures Adjusted R-Square amounted to 0.696 which means 69.6% Customer Satisfaction is affected by Total Quality Management. Based on the results of the t-test, Total Quality Management has a significant effect on Customer Satisfaction variability at 0,000 and has taccount> tableĀ (15.082 > 1.985).

Published
2019-12-09
How to Cite
Fahry, A., Susandy, G., & Kuncorosidi, K. (2019). INFLUENCE OF TOTAL QUALITY MANAGEMENT (TQM) TOWARDS CONSUMERS SATISFACTION. JBFI (Journal of Banking and Financial Innovation), 1(01). Retrieved from http://ojs.stiesa.ac.id/index.php/jbfi/article/view/239
Section
Articles