Creating Customers Satisfaction Through Total Quality Management (TQM) In S1 Students Of Management Department Of Economics Faculty Of Xyz University

Ratna Wijayanti, Aprih Santoso, Yudhitia Dyah Sukmadewi

Abstract


The purpose of this study is to determine the efforts made by the S1 Management Study Program of Economics Faculty of XYZ University in applying Total Quality Management to increase customers /students satisfaction. This study used a descriptive qualitative method, which described the experiences of the informants, namely structural officials, lecturers, administrative staff and students on the efforts that have been given to increase students satisfaction. The results of this study indicate the application of 10 elements of Total Quality Management, namely focusing on customers, obsession on quality, scientific approach, long-term commitment, teamwork, continuous system improvement, education and training, controlled freedom, unity of purpose, and involvement and empowerment of employees have been carried out well and managed to meet the expectations of the students.


Keywords


Total Quality Management; Quality; Customers Satisfaction; System Improvement

Full Text:

PDF

References


Citraluki, Jaeqline. 2016. Pengaruh Penerapan Total Quality Management Terhadap Kepuasan Pelanggan Pada Indomaret Sekecamatan Kartasura Tahun 2016. Universitas Muhammad Surakarta.

Gasperz, Vincent. 1997. Manajemen Kualitas dalam Industri Jasa. Jakarta : Penerbit Gramedia.

Jaafreh, Ali Bakhit. 2013. The Effect of Quality Management Practices on Organizational Performance in Jordan : An Empirical Study.International Journal of Financial Research. Vol. 4, No. 1.

Kurniawati, Amin. 2011. Pengaruh Penerapan Total Quality Management (TQM) Terhadap Kepuasan Pelanggan pada Hotel Pondok Asri Tawang Mangu Tahun 2010. Jurnal Universitas Sebelas Maret.

Nasution, M. N., 2001. Manajemen Mutu Terpadu. Jakarta : Penerbit Ghalia Indonesia.

Nasution, M. N., 2004. Total Service Management. Jakarta:Penerbit Ghalia Indonesia.

Prawirosentono, S. 2001. Manajemen Mutu Terpadu (TQM). Jakarta : Penerbit Bumi Aksara.

Siahaan, M.P. 2010a. Hukum Pajak Formal. Semarang : Penerbit Graha Ilmu.

Sukardi, Ria Amalia. 2016. Pengaruh Total Quality Management (TQM) Terhadap Kepuasan Pelanggan pada Matahari Department Store di Plaza Mulia Samarinda. E Journal Administrasi Bisnis. Universitas Mulawarman.

Tjiptono, F. 1997. Prinsip Prinsip Total Quality Service. Yogyakarta : Penerbit Andi.

Tjiptono, F. 2003. Total Quality Management (TQM). Yogyakarta : Penerbit Andi.

Zulian, Y. 2004. Manajemen Kualitas Produk dan Jasa. Yogyakarta : Penerbit Ekonesia.




DOI: http://dx.doi.org/10.26623/ebsj.v2i2.1200

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Economics and Business Solutions Journal



INDEXING :

Economics and Business Solutions Journal: is an International Scientific Journal, published by Fakultas Ekonomi Universitas Semarang (USM) is licensed under a Creative Commons Attribution 4.0 International License.