PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN PELANGGAN PADA HOTEL AND CONVENTION RADEN WIJAYA MOJOKERTO

YUNI WINDIYANTI, YUNI WINDIYANTI (2019) PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN PELANGGAN PADA HOTEL AND CONVENTION RADEN WIJAYA MOJOKERTO. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Windiyanti, Yuni. 2018, Effect of Total Quality Management on Customer Satisfaction in Hotel and Convention Raden Wijaya Mojokerto. Thesis / final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I : Eny Setrariningsih, SE., MM Supervisor II : M. Syamsul Hidayat, SE., MM For service companies to create customer satisfaction by providing quality services, it is considered an appropriate strategy to succeed and survive in this competitive situation. This study aims to determine the variable Total Quality Management which consists of customers, obsession with quality, and employee involvement has a significant influence on hotel customer satisfaction and the Convention Raden Wijaya Mojokerto simultaneously and partially. The population in this study were managers and staff members and some visitors stayed more than once at the Hotel and Convention Raden Wijaya Mojokerto. The sampling method is purposive sampling. The results of the study determine the number of samples is 90 respondents. Then quantitative analysis includes: validity test, reliability test, classic assumption, multiple linear regression test, F test, t test and R2 determination test. The results of multiple linear regression testing the most dominant variable is employee involvement in influencing customer satisfaction at Hotel and Convention Raden Wijaya Mojokerto. t test which shows that the three independent variables examined have a significant effect partially on the dependent variable. Explained in the F test which shows the three independent variables have a significant effect simultaneously on the dependent variable. Keywords: Customers, obsession with quality, employee involvement and customer satisfaction

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