Chou, Elvirawati and Sunarni, Ch. Wiwik (2013) THE EFFECT OF TOTAL QUALITY MANAGEMENT IMPLEMENTATION ON CUSTOMER SATISFACTION: HOTEL INDUSTRY IN YOGYAKARTA. In: The 8th International Conference on Business and Management Research, SunKyunkwan University, Seoul, South Korea.
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Abstract
In the current business environment, quality is the only key to survive. Quality is a critical sucess factor for achieving competitive advantage in today’s market. Total Quality Management (TQM) is a concept to respond to the situation. The main objective of this research is to observed the effect of Total Quality Management (TQM) implementation toward customer satisfaction based on service quality in hotel Industry at Yogyakarta. There were two respondents in this research: operational Hotel managers who were related to the implementation of TQM and (2) hotel’s customers, who were evaluate the service quality provided by the hotels that will represent thecustomer satisfaction. By using questionaire, data were collected from 42 Starhotels throughout Jogyakarta Province, Indonesia. The samples were selected by convinience random sampling. Total Quality Management were measured by several variables used by Wang et al. (2012): customer focus, internal/external cooperation, continuous improvement, leadership, employee fulfillment, learning and process management. The customer satisfaction were perceived by customer based on service quality provided. They were 5 underlying dimension of service quality that will lead to customer satisfaction: reliability, responsiveness, assurance, empathy and tangibles (Pasuraman et.al, 1985 and 1988). The research indicated that Total Quality Management implementation has positive effect toward customer satisfaction in Star-hotels throughout Jogyakarta Region. Positive effect means that the increasing level of TQM implementation and the increasing customer satisfaction were in the same direction. If the level of TQM implementation increases, the service qulaity will increase either.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | Total Quality Management, convenience sampling, customer satisfaction, service quality, hotel industry. |
| Subjects: | Akuntansi > Akuntansi Manejemen |
| Divisions: | Fakultas Ekonomi > Akuntansi |
| Depositing User: | wiwid bartolomeus wijayanto |
| Date Deposited: | 08 Apr 2019 04:39 |
| Last Modified: | 09 May 2019 02:52 |
| URI: | http://e-journal.uajy.ac.id/id/eprint/18135 |
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