Analisis Pengaruh Penerapan Total Quality Management dan Partisipasi Anggaran Terhadap Kepuasan Pelanggan pada CV. Mekar Jaya Mandiri

Eliezer, Chrisera Milleni (2023) Analisis Pengaruh Penerapan Total Quality Management dan Partisipasi Anggaran Terhadap Kepuasan Pelanggan pada CV. Mekar Jaya Mandiri. S1 thesis, Universitas Kristen Indonesia.

[img] Text (Hal_Judul_Daftar_Isi_Daftar_Gambar_Daftar_Tabel_Daftar_Lampiran_Abstrak)
Text (Hal_Judul_Daftar_Isi_Daftar_Gambar_Daftar_Tabel_Daftar_Lampiran_Abstrak).pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (451kB)
[img] Text (BAB_I)
Text (BAB_I).pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (200kB)
[img] Text (BAB_II)
Text (BAB_II).pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (246kB)
[img] Text (BAB_III)
Text (BAB_III).pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (215kB)
[img] Text (BAB_IV)
Text (BAB_IV).pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (279kB)
[img] Text (BAB_V)
Text (BAB_V).pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (139kB)
[img] Text (Daftar_Pustaka)
Text (Daftar_Pustaka).pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (104kB)
[img] Text (Lampiran)
Text (Lampiran).pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (579kB)

Abstract

Sebagai perusahaan jasa yang bertujuan memberikan pelayanan pengangkutan ekspor dan impor untuk perusahaan pelanggan. Perusahaan ini bertujuan meningkatkan kepuasan pelanggan. Perusahaan ini juga masih banyak mengalami masalah mengenai penyusunan anggaran dan masih adanya kekurangan fasilitas yang menyebabkan pengaruh terhadap kepuasan pelanggan. Penelitian ini dilakukan di CV. Mekar Jaya Mandiri. Adapun tujuan untuk mengetahui pengaruh penerapan total quality management dan partisipasi anggaran terhadap kepuasan pelanggan. Metode dan jenis data dalam penelitian ini adalah metode kuantitatif dan jenis datanya adalah data sekunder serta menggunakan metode kuesioner dalam pengumpulan data. Terdapat populasi sebanyak 50 pelanggan dari CV. Mekar Jaya Mandiri dan yang mengisi kuesioner sebanyak 32 responden. Pengolahan data pada penelitian ini menggunakan SPSS (Statistical Package for Social Science). Dari hasil pengujian hipotesis pada penelitian ini adalah total quality management (TQM) dan partisipasi anggaran berpengaruh terhadap kepuasan pelanggan. Hasil dari penelitian ini menunjukkan bahwa besarnya pengaruh seluruh variabel independen terhadap variabel dependen adalah sebesar 5,6% sedangkan sisanya sebesar 94,4 dijelaskan oleh variabel lain di luar model. Kata Kunci: Total Quality Management (TQM), partisipasi anggaran dan kepuasan pelanggan. / As a service company that aims to provide export and import transportation services for customer companies. This company aims to increase customer satisfaction. This company is also still experiencing many problems regarding the preparation of the budget and there is still a lack of facilities that affect on customer satisfaction. This research was held at CV. Mekar Jaya Mandiri. The objective is to determine the effect of implementing total quality management and budget participation on customer satisfaction. The method and type of data in this study is a quantitative method and the type of data is secondary data and uses a questionnaire method in data collection. There is a population of 50 customers from CV. Mekar Jaya Mandiri and 32 respondents who filled out the questionnaire. Data processing in this study uses SPSS (Statistical Package for Social Science). From the results of testing the hypothesis in this study, total quality management (TQM) and budgetary participation have an effect of customer satisfaction. The results of this research show that the magnitude of the influence of all independent variables on the dependent variable is 5.6% while the remaining 94.4 is explained by other variables outside the model. Keywords: Total Quality Management (TQM), budget participation and customer satisfaction

Item Type: Thesis (S1)
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSidharta, JuanivaNIDN0326067006juaniva.sidharta@uki.ac.id
Thesis advisorSimanjuntak, Ramot PNIDN0315115401ramot.simanjuntak@uki.ac.id
Subjects: BIBLIOGRAPHY. LIBRARY SCIENCE. INFORMATION RESOURCES (GENERAL)
BIBLIOGRAPHY. LIBRARY SCIENCE. INFORMATION RESOURCES (GENERAL) > Information resources (General)
Divisions: FAKULTAS EKONOMI DAN BISNIS > Akuntansi
Depositing User: Users 4217 not found.
Date Deposited: 01 Mar 2024 07:19
Last Modified: 01 Mar 2024 07:19
URI: http://repository.uki.ac.id/id/eprint/13948

Actions (login required)

View Item View Item