Pengaruh Penerapan Total Quality Management (TQM) terhadap Kepuasan Pelanggan pada Ayam Goreng Nelongso Cabang UPN Surabaya. (The Effect of Implementing Total Quality Management (TQM) on Customer Satisfaction at Nelongso Fried Chicken, UPN Surabaya Branch).

Pratama, Andre Agung (2024) Pengaruh Penerapan Total Quality Management (TQM) terhadap Kepuasan Pelanggan pada Ayam Goreng Nelongso Cabang UPN Surabaya. (The Effect of Implementing Total Quality Management (TQM) on Customer Satisfaction at Nelongso Fried Chicken, UPN Surabaya Branch). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This research aims to test and analyze the influence of Customer Focus, Obsession with Quality, Teamwork, Continuous Improvement on Customer Satisfaction of Nelongso Fried Chicken, UPN Surabaya Branch. This study uses a quantitative approach. The sampling technique in this research was carried out using a purposive sampling method with a sample of 50 respondents. The data analysis used is instrument testing, classical assumption testing, multiple linear regression testing, hypothesis testing and coefficient of determination (R2) The results of this research indicate that the variable Focus on customers has a significant effect on Customer Satisfaction of Nelongso Fried Chicken, UPN Surabaya Branch, Obsession with Quality has no significant effect on Customer Satisfaction of Nelongso Fried Chicken, UPN Surabaya Branch, Teamwork has no significant effect on Customer Satisfaction of Nelongso Fried Chicken, UPN Branch. Surabaya, and continuous improvement has a significant effect on Customer Satisfaction of Nelongso Fried Chicken, Upn Surabaya Branch. Focus on Customers, Obsession with Quality, Teamwork, Continuous Improvement simultaneously have a significant influence on Customer Satisfaction of Nelongso Fried Chicken, Upn Surabaya Branch.

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