PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP APLIKASI TOTAL QUALITY MANAGEMENT (TQM) PADA PERUSAHAAN DAERAH AIR MINUM IE BEUSARE RATA UNIT PELAYANAN MUARA SATU KOTA LHOKSEUMAWE

Sutan Febriansyah, Saifullah Djambak

Abstrak


Abstract : The Implementation Of Total Quality Management (TQM), Is a formidable challenge for leaders and employees of PDAMs. So that between the expectations and reality felt by customers still need to find the point of excess and weakness when applied through Total Quality Management (TQM) to improve the quality of customer service. This Research was conducted at a Regional Water Company (PDAM). Ie Beusaree Average Service Unit Estuary One Town Lhokseumawe with sample amounted to 100 people. The Purpose Of this research is to know the influence of service quality, customer satisfaction and dominant influence toward Total Quality Management (TQM) application. The Research method used is quantitative method by using Ordinary Least Square Model (OLS). The Results Obtained that the service and satisfaction affect the Total Quality Management (TQM).

Keywords: Total Quality Management (TQM), Service and Satisfaction


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Referensi


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DOI: http://dx.doi.org/10.30811/ekonis.v19i1.581

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