THE CORRELATION OF TOTAL QUALITY MANAGEMENT WITH EXTERNAL CUSTOMER SATISFACTION IN FEB UIN SYARIF HIDAYATULLAH JAKARTA

Siti Nurhasanah (2016) The Correlation Of Total Quality Management With External Customer Satisfaction In Feb Uin Syarif Hidayatullah Jakarta

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ABSTRACT

The aim of this research is to analyzed the correlation of total quality management and external customer satisfaction in FEB UIN Syarif Hidayatullah Jakarta. Quantitative method was used in this research. Data collecting was used through questioner. The r esult of research is showing that Total Quality Management of staffs of FEB UIN Syarif Hidayatullah Jakarta is high and a half of staffs is in middle category. Base of the research 17,5% customer fell the high customer satisfaction and the 82,5% of custome r fell in the middle satisfaction. Base of quantity analyzed shows that r value or correlation is 0,328 and R 2 value is 0,107. The result of hypothesis test is shows that significance value is 0,039 is least than 0,05 is indicate that Ho is reject and Ha i s accepted.

Keywords: Total Quality Management, External Customer Satisfaction, Correlation, Regression,

REFERENSI

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