THE INFLUENCE OF TOTAL QUALITY MANAGEMENT ON SERVICE QUALITY AT SINAR TERANG STORE, GUNUNGSITOLI CITY
DOI:
https://doi.org/10.47652/metadata.v7i3.920Keywords:
Total Quality Management, Service Quality, Customer Satisfaction, Quality Management.Abstract
This study aims to analyze the effect of Total Quality Management (TQM) on service quality at the Sinar Terang Store in Gunungsitoli City. This study uses a quantitative approach with an associative approach. The population consisted of 40 respondents, consisting of employees and customers, using a saturated sampling technique. Data were collected through questionnaires and analyzed using simple linear regression with the help of SPSS version 26. The results of the study indicate that the implementation of TQM, which includes management commitment, employee involvement, customer focus, and continuous improvement, has a positive and significant effect on service quality. The coefficient of determination (R²) value of 0.701 indicates that 70.1% of the variation in service quality is explained by the implementation of TQM, while the remaining 29.9% is influenced by other factors. Thus, the higher the implementation of TQM, the better the service quality perceived by customers.
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