The Effect of Total Quality Management and Service Quality to Customer Satisfaction in the Store Feandra Cake Pekanbaru

Fitri Ayu Nofirda(1*), Nadya Gusti Ayu(2), Nadya Gusti Ayu(3), Intan Diane Binangkit(4), Intan Diane Binangkit(5)

(1) Universitas Muhammadiyah Riau
(2) Universitas Muhammadiyah Riau
(3) Universitas Muhammadiyah Riau
(4) Universitas Muhammadiyah Riau
(5) Universitas Muhammadiyah Riau
(*) Corresponding Author

Abstract


Customer satisfaction is element important in developing a company to remain able to face business competition. Factors that can affect customer satisfaction are total quality management and service quality. This study aims to determine how much influence total quality management has on customer satisfaction and how much influence service quality has on customer satisfaction. The study used a quantitative approach with sampling techniques using purposive sampling through questionnaires distributed to customers at Feandra Cake Pekanbaru store as many as 130 respondents. The study used multiple linear regression analysis. The results of this study show that the relationship is positive and significant between total quality management and customer satisfaction. While on the independent variable, namely service quality, has a positive and significant relationship with the dependent variable, namely customer satisfaction.

Keywords


Service Quality, Customer Satisfaction, Total Quality Management

Article metrics

Abstract views : 135 | views : 0

Full Text:

PDF

References


Bougie, R. and S. uma. (2019). Research Methods For Business: A Skill Building Approach, 8 th Edition. John Willey and Sons.

Eriesa, E., & Nurendah, Y. (2022). Tinjauan Atas Social Media Marketing Mitra Kartara pada PT. Solusi Media Ravel Teknologi. Jurnal Aplikasi Bisnis Kesatuan, 2(2), 267–276.

Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS (Sembilan). Badan Penerbit Universitas Diponegoro.

Isfahila, A., Fatimah, F., & Eko, W. (2018). Pengaruh Harga, Desain, Serta Kualitas Produk Terhadap Kepuasan Konsumen The Effect Of Prices, Design, And Product Quality On The Consumer Satisfaction (Vol. 8, Issue 2).

Ismail, T., & Yusuf, R. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Kantor Indihome Gegerkalong Di Kota Bandung. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 5(3), 413–423.

Kasinem, K. (2021). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Selero Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329-339.

Nuryadin, A. A., Nuryadin, A. A., Yusup, M., Khasanah, U., Sihab, M., Priyawan, S., Saputra, E., Ratnawati, T., Rahmiyati, N., & Ratnaningsih, S. Y. (2023). Dasar–Dasar Manajemen. Klaten: Penerbit Tahta Media.

Pasonggo, R. (2021). Pengaruh Penerapan Total Quality Management (TQM) Terhadap Kepuasan Pelanggan Informa Samarinda Square. Jurnal Administrasi Bisnis Fisipol Unmul, 9(1), 56–62.

Segara, I., & Sudiartha, G. M. (2019). Peran Kualitas Pelayanan Dalam Memediasi Pengaruh Total Quality Management Terhadap Kepuasan Konsumen Pada Sepeda Bali Tour. E-Jurnal Manajemen Universitas Udayana, 8(5), 3247.

Situmeang, P. A., Nainggolan, B. M. H., & Kristiadi, A. (2020). Pengaruh Kualitas Produk, Kualitas Pelayanan, Dan Kepercayaan Terhadap Kepuasan Pelanggan Di Restoran Sushimas. Eduturisma, 5(1).

Simanungkalit, R., Sinaga, N. A., & Hutagalung, J. (2023). Pengaruh Diskon Dan Pelayanan Terhadap Kepuasan Konsumen Pada Cv. Mitra Cahaya Nauli Pandan. Jurnal Mahasiswa: Jurnal Ilmiah Penalaran Dan Penelitian Mahasiswa, 5(1), 1–12.

Sugeng, B. (2022). Fundamental Metodologi Penelitian Kuantitatif (Eksplanatif). Yogyakarta: Cv Budi Utama.

Sumarsid, S., & Paryanti, A. B. (2022). Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan Pada Grabfood (Studi Wilayah Kecamatan Setiabudi). Jurnal Ilmiah M-Progress, 12(1).

Sugiyono. (2019). Statistika Untuk Penelitian. Bandung: Alfabeta

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Bandung: Alfabeta.




DOI: https://doi.org/10.35314/inovbiz.v11i2.3358

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Fitri Ayu Nofirda, Nadya Gusti Ayu, Nadya Gusti Ayu, Intan Diane Binangkit, Intan Diane Binangkit

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

This Journal has been listed and indexed in :

Copyright of Jurnal Inovasi Bisnis (p-ISSN : 2338-4840, e-ISSN : 2614-6983)

Creative Commons License
Inovbiz: Jurnal Inovasi Bisnis is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Editorial Office :
Pusat Penelitian dan Pengabdian kepada Masyarakat
 Politeknik Negeri Bengkalis 
Jl. Bathin alam, Sungai Alam Bengkalis-Riau 28711 
E-mail: inovbiz@polbeng.ac.id
www.polbeng.ac.id

View Inovbiz Statistics