THE EFFECT OF QUALITY MANAGEMENT SYSTEM IMPLEMENTATION ON CUSTOMER SATISFACTION AT UD. WIRAMAS KARYA GUNUNGSITOLI CITY
DOI:
https://doi.org/10.47652/metadata.v7i3.919Keywords:
Quality Management System, Customer Satisfaction.Abstract
At UD. Wiramas Karya, Gunungsitoli City, researchers found a decline in sales target achievement and an increasing gap between targets and realization, indicating operational problems that affect the competitiveness of UD. Wiramas Karya, Gunungsitoli City. The purpose of this study is to determine the Implementation of Quality Management System on Customer Satisfaction at UD. Wiramas Karya Gunungsitoli City, data collection techniques by observation, and distribution of questionnaires to 86 customer respondents. While in the data analysis test using validity test, reliability test, correlation coefficient analysis, determinant coefficient, and hypothesis test. In this study using quantitative research with data calculation using SPSS to obtain accurate values. The results of this study, the t test of variable X Quality management system is 30,027 with a significance level of 5% obtained t table of 1,988. It is known that the value of Sig = 0.000 <0.05. So according to the interpretation: If the value of Sig <0.05 or t count> t table then there is an influence between variable X on variable Y, conversely, If the value of Sig> 0.05 or t count <t table then there is no influence between variable X on variable Y. So it can be concluded that the influence of the quality management system is positive and significant on customer satisfaction. The calculation results show a determinant coefficient (R-Square) of 91.5%. The remaining 8.5% is influenced by other factors not discussed in this study.
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