The Impact of Operational Performance and TQM of Jayamas Abadi on Customer Satisfaction during March - August 2023

Nasya Azalia Givana, Kevina Deanalda Danuhardja, Subandi Subandi, Tambor Harkingto Pangaribuan

Abstract


PT Jayamas Abadi is one of the companies engaged in transportation services, with its target "Zero Complain" This company strives to fulfil customer wants and needs. To achieve its target, the company tries to identify every problem that occurs to produce quality services that can achieve customer satisfaction. This study aims to discuss the problems that occur in the company's operational performance and Total Quality Management (TQM) and to find the influence of these two variables on achieving customer satisfaction. The research method used is descriptive analysis with a quantitative approach using a questionnaire with the SPSS 29 technique given to customers of the company. Based on the results of this research , it can be concluded that there is a positive and significant effect of operational performance and Total Quality Management on customer satisfaction.


Keywords


Operational Performance, Total Quality Management (TQM), Customer Satisfaction, Service Satisfaction, Transportation Services

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References


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DOI: https://doi.org/10.25292/atlr.v8i0.735

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