PRAKTIK TQM, PERSEPSI KUALITAS LAYANAN DAN KEPUASAN PENGUJUNG Suatu Analisis dengan Pendekatan Partial Least Square

Abstract

The purpose of this study are to confirm wether the dimensions of top management commitment, costumer focus, benchmarking, training, and employee focus can perform TQM practices variables and to analyze the influences of the perceived service quality to costumer satisfaction. The PLS output shows that TQM practices construct is performed by the dimensions of top management commitment, costumer focus, benchmarking, training, and employee focus. The other finding is that the perceived service quality influences positively to customer satisfaction.

Keywords

• TQM practices, perceived service quality, customer satisfaction.