Quality Tools And Customer Satisfaction In Banking Sector

Wahyuningsih, Tri and Liestyana, Yuli (2011) Quality Tools And Customer Satisfaction In Banking Sector. Quality Tools And Customer Satisfaction In Banking Sector, 1 (2). pp. 148-164. ISSN 2249-9962

Text IJBMT-Quality Tools And Customer Satisfaction In Banking Sector.pdf - Published Version Download (667kB)

Abstract

This research was aimed to identify the application of quality tools to improve quality - related outcomes (process improvement, employee satisfaction, customer satisfaction, quality performance) in banking industry. The data collected with questionaire distributed to 240 employees in banking sector. The statistical method used was structural equation modeling (SEM) assisted by the application of AMOS programs. The research concluded Positively That leadership was associated with teamwork, employee satisfaction improvementand process. Teamwork was Positively associated with quality knowledge tolls. Quality tolls Positively knowledge was associated with Quality tools application. Positively quality tools application was associated with process improvement and quality performance. Process improvement was associated with employee satisfaction Positively and customer satisfaction. Surprising there are no significant by the between leadership and custome associated Stisfaction, Quality Customer Satisfaction with application tools, and employee satisfaction with customer satisfaction.

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	SE., M.Si Tri Wahyuningsih
Date Deposited:	25 Mar 2023 03:13
Last Modified:	25 Mar 2023 03:18
URI:	http://eprints.upnyk.ac.id/id/eprint/32930

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