Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001:2015 Terhadap Kepuasan Peserta (Pelanggan) Dengan Mediasi Kualitas Layanan
Abstract
This study aims to analyze the effect of the Implementation of Quality Management Systems and Service Quality on the Satisfaction of Participants (Customers), as well as the Implementation of Quality Management Systems on Service Quality. Data collection through the distribution of questionnaires to participants of PT. Taspen. Regression analysis is used to prove the hypothesis. The results showed that the implementation of the Quality Management System and Service Quality affected the Participant Satisfaction and the Implementation of the Quality Management System affected the Service Quality. Implementation of the Quality Management System has a weak effect on Participant Satisfaction. This study also shows that the Implementation of Quality Management Systems to Participant Satisfaction is mediated by Service Quality. This result has several managerial implications.
Keywords
Full Text:
PDFReferences
Afifah, S. T. N. (2017). Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001: 2008 Terhadap Kepuasan Pelanggan Di Smk Negeri Kota Bandung. DISS, Universitas Pendidikan Indonesia.
Branislav, T. (2019). Customer satisfaction and ISO 9001 improvement requirements in the supply chain. The TQM Journal, 31(2), 222–238. JOUR. http://doi.org/10.1108/TQM-07-2017-0072
De-la-Hoz-Hernández, J.-D., Troncoso-Palacio, A., & De-la-Hoz-Franco, E. (2019). Implementation of the Eclipse Process Framework Composer Tool for the Documentation of Quality Management Systems: A Case Applied in Healthcare Services. In International Conference on Swarm Intelligence (pp. 200–210). CONF, Springer. http://doi.org/https://doi.org/10.1007/978-3-030-26354-6_20
Fadhil, M., Samsir, S., & Daulay, I. N. (2016). Pengaruh Service Quality Dan Brand Image Berbasis Iso 9001: 2008 Terhadap Kepuasan Pasien Pada RSUD Arifin Achmad Pekanbaru. Jurnal Online Mahasiswa Fakultas Ekonomi Universitas Riau, 3(1), 1–13. JOUR.
Juana, N. P. P., Sudibya, I. G. A., & Sintaasih, D. K. (2016). Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001: 2008 Terhadap Kinerja Pegawai Dengan Mediasi Kepuasan Kerja. Buletin Studi Ekonomi, 21(1), 92–101. JOUR.
Kotler, P., Keller, K. L., Ang, S. H., Tan, C.-T., & Leong, S. M. (2018). Marketing management: an Asian perspective. BOOK, Pearson.
Kurniawan, A., & Triyono, M. B. (2015). Penerapan ISO 9001: 2008 Terhadap Kualitas Pelayanan Sekolah Di SMKN 2 Klaten. Jurnal Pendidikan Vokasional Teknik Mesin, 3(2), 95–100. JOUR.
Nababan, B. O., & Oktaviani, T. A. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Peserta Pensiun Pada PT. TASPEN (Persero) Cabang Depok. Economicus, 9(1), 89–100. JOUR.
Nasution, R. S., Tarigan, P., Siregar, L., & Efendi. (2014). Pengaruh kualitas pelayanan terhadap kepuasan pensiun pegawai negeri sipil (pns) pada pt. taspen (persero) cabang pematangsiantar. Jurnal SULTANIST, 2(2), 30–34.
Rafiq, M. (2015). Analisis Dampak Penerapan Manajemen NMtu ISO 9001: 2008 terhadap Kualitas Pelayanan Akademik Perguruan Tinggi di Bandar Lampung. Jurnal Bisnis Darmajaya, 1(2), 17–27. JOUR.
Report, A. (2018). Creating Value Building Sustainable Trust.
Report, I. A. (2018). Advancing The Global Agenda.
Sari, D. P., Purwanggono, B., & Yuli, S. (2015). Integrasi Iso 9001: 2000 dengan PZB Gap Model Dalam Upaya Peningkatan Kepuasan Pelanggan di Laboratorium Klinik CITO Semarang. JOUR.
Sugiyono, S., Nuryanto, A., & Mulyatiningsih, E. (2011). Dampak Penerapan SMM ISO 9001: 2000 Terhadap Kualitas Layanan Akademik Dan Lulusan FT UNY. Jurnal Pendidikan Teknologi Dan Kejuruan, 20(2). JOUR. http://doi.org/https://doi.org/10.21831/jptk.v20i2.3314
Syahrullah, Y., Febriani, A., & Hulwani, B. Z. (2018). Analisis Kepuasan Pelanggan terhadap Implementasi ISO 9001: 2015 dengan Menggunakan Pendekatan Servqual (Studi Kasus: Institut Teknologi Telkom Purwokerto). JIEMS (Journal of Industrial Engineering and Management Systems), 11(2). JOUR. http://doi.org/http://dx.doi.org/10.30813/jiems.v11i2.1185
Tiza, M. F., & Susanti, F. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Studi kasus pada perusahaan JNE Cabang Padang. JOUR.
Tjiptono, F. (2000). Manajemen jasa. Yogyakarta: Penerbit Andi. JOUR.
Varsanis, K., Belias, D., Kakkos, N., Chondrogiannis, M., Rossidis, I., & Mantas, C. (2019). The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service. In Strategic Innovative Marketing and Tourism (pp. 67–76). CHAP, Springer.
DOI: https://doi.org/10.15408/ess.v9i1.12430 Abstract - 0 PDF - 0
Refbacks
- There are currently no refbacks.
Â
View My Stats