Respati, Harianto (2013) Pengaruh Pelaksanaan ISO 9000 terhadap Kepuasan Pelanggan dengan Pemediasi Praktik TQM, Daya Saing Perusahaan dan Kepercayaan Pelanggan pada Perusahaan Manufaktur Jawa Timur. Doctor thesis, Universitas Brawijaya.
Abstract
Penelitian ini merupakan studi persepsi internal perusahaan bidang manajemen operasional. Penelitian ini bertujuan untuk menguji Praktik TQM, Daya Saing Perusahaan dan Kepercayaan Pelanggan, sebagai pemediasi pengaruh langsung Pelaksanaan ISO 9000 terhadap Kepuasan Pelanggan pada perusahaan manufaktur skala besar. Selain itu, menguji pengaruh langsung Pelaksanaan ISO 9000 terhadap Kepuasan Pelanggan. Pendekatan penelitian ini adalah kuantitatip, eksplanatori. Perusahaan manufaktur skala besar sebagai unit analisis. Management Representative /koordinator ISO 9000 di perusahaan sebagai responden penelitian. Terkumpul data sebanyak 148 eksemplar sebagai sampel penelitian dari 248 populasi. Teknik sampling menggunakan simple random sampling . Lokasi penelitian di Jawa Timur. Teknik analisis menggunakan statistik deskriptif dan inferensial. Hasil penelitian menunjukkan bahwa: (1) Pelaksanaan dokumentasi pada sistem ISO 9000 belum penuh meningkatkan Kepuasan Pelanggan. (2) Praktik TQM, Daya Saing Perusahaan dan Kepercayaan Pelanggan mampu memediasi secara penuh pengaruh langsung Pelaksanaan ISO 9000 dalam meningkatkan Kepuasan Pelanggan. (2) Diantara ketiga pemediasi tersebut terbukti bahwa Praktik TQM menjadi cara yang baik bagi keberhasilan sistem dokumentasi ISO 9000 untuk meningkatkan kepuasan pelanggan. Orisinalitas penelitian ini adalah : (1) Pelaksanaan sistem dokumentasi pada sistem ISO 9000 mampu membantu pekerjaan administrasi pegawai untuk membangun rasa percaya kepada pelanggan (2) Pemberian informasi yang benar untuk meyakinkan kepada pelanggan menjadi keberhasilan bagi tatakelola dokumentasi pada sistem ISO 9000 dalam rangka memuaskan pelanggan.
English Abstract
This present study was an enterprise internal perception study in the field of operational management. The aims of the study were to examine the practice of TQM, enterprises competitiveness, and consumer trust, as mediating factors on direct effects of ISO 9000 implementation toward customer satisfaction on large scale manufacturing companies. In addition, the present study also aimed at examining the direct effects of ISO 9000 implementation toward customer satisfaction. The study was conducted through explanatory quantitative approach. The unit of analysis was the large scale manufacturers in East Java Province, Indonesia. The respondents of the study were the management representatives/the coordinators of ISO 9000 implementation. The number of the population was 248 representatives, and there were 148 people involved as the sample of the study. A random sampling technique was applied in selecting the sample from the population. The study was conducted in East Java Province, Indonesia. The data were analyzed through descriptive and inferential statistics. The results of the study showed that: (1) the implementation of documentation in the application of ISO 9000 has not been completely successful in increasing customer satisfaction; (2) the practice of TQM, enterprises competitiveness and consumer trust have been able to play their role as mediating factors which directly and completely affect the implementation of ISO 9000 in increasing customer satisfaction; and (3) from those three mediating factors, it has been revealed that the practice of TQM has become the best mediating factor in the documentation system of ISO 9000 implementation to increase customer satisfaction. The originalities of the study are: (1) the execution of the documentation system in ISO 9000 has been successful in helping the work of the administration staff in relation to building customer satisfaction; and (2) the success of the documentation system in increasing the customer satisfaction lies on the information given to customers, in which the information must be the true one.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DES/658.401 3/RES/p/061304851 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.4 Executive management |
| Divisions: | S2/S3 > Doktor Kimia, Fakultas MIPA |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 03 Jul 2013 11:53 |
| Last Modified: | 03 Jul 2013 11:53 |
| URI: | http://repository.ub.ac.id/id/eprint/161213 |
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