Quality Practices, Kepuasan Pelanggan dan Kinerja Bisnis: Studi Pada Usaha Kecil dan Menengah di Kota Banda Aceh

Erni Wiriani

Abstract


Penelitian ini bertujuan untuk mengetahui pengaruh quality practice terhadap kepuasan pelanggan dan kinerja bisnis UKM di Kota Banda Aceh. Dalam penelitian ini, kepuasan pelanggan dijadikan intervening variable antara quality practice dan business result. Sampel penelitian sebanyak 50 orang pengelola UKM, dan selanjutnya data dianalisis dengan menggunakan peralatan statistik regresi bertingkat. Penelitian menemukan bahwa quality practice berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan kinerja bisnis. Keberadaan kepuasan pelanggan dapat menjadi variabel perantara antara kinerja bisnis dan quality practice. Efek mediasi yang dimunculkan oleh kepuasan pelanggan adalah mediasi parsial.

Kata Kunci: Kinerja Bisnis, Kepuasan Pelanggan, Quality Practice dan Hierarchical Linier Methods


Full Text:

PDF

References


Demirbag, M., Tatoglu, E., Tekinkus, M. and Zaim, S. 2006. An analysis of the relationship between TQM implementation and organizational performance: evidence from Turkish SMEs, Journal of Manufacturing Technology Management, 17(6), 829-47.

Gaspersz, V. 2005. Total Quality Management. PT. Gramedia Pustaka Umum, Jakarta.

Kotler, Philip. 2010. Manajemen Pemasaran: Analisis, Perencanaan, Implementasi, dan Pengendalian, Penerjemah: Anitawati Hermawan, Salemba Empat, Jakarta.

Krajewski, L. J., Ritzman. L. P. 2006. Operation Management: Strategy and Analysis, Addison-Wesley Publishing Company. Inc.

Nilssona, L., Michael D. J dan Anders Gustafssonc. 2001. The impact of quality practices on customer satisfaction and business results: product versus service o rganizations, Journal of Quality Management 6, 5–27.

Render, Barry and Jay Heizer. 2004. Operations Management, International Edition, Pearson Education Inc. Upper Saddle River, New Jersey.

Truong, H., Paulo S., Mariado S. C., Ana C. F., dan Duong T. B. A., 2014. The role of quality management practices in operational performance An empirical study in a transitional economy, Proceedings of the 1st International Conference on Quality Engineering and Management, 10, 139–158.

Zehir, Cemal and Esin Sadikoglu. 2009. The relationship between total quality management (TQM) practices and organizational performance: An empirical investigation, International Journal of Production Economics, 1(13), 140-156.


Refbacks

  • There are currently no refbacks.


JURNAL EKONOMI, MANAJEMEN DAN SEKRETARI BY HTTP://JOURNAL.LEMBAGAKITA.ORG/INDEX.PHP/JEMENSRI/INDEX IS LICENSED UNDER A CREATIVE COMMONS ATTRIBUTION-SHAREALIKE 4.0 INTERNATIONAL LICENSE.