Similarity Check Artikel 2011, Quality Tools And Customer Satisfaction In Banking Sector,

Tri, Wahyuningsih and Yuli, Liestyana (2011) Similarity Check Artikel 2011, Quality Tools And Customer Satisfaction In Banking Sector,. Quality Tools And Customer Satisfaction In Banking Sector, 1 (02). pp. 1-18. ISSN 2249-9962

Text 1. Quality Tools And Customer Satisfaction In Banking Sector, 01 November 2011, Jurnal Internasional, Penulis 1 dan Coresponden author dari 2, International Journal Of Business and Management Tomorrow-1.pdf Download (4MB)

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.
Keywords Leadership, teamwork, knowledge-quality tools, quality tools application, process improvement, employee satisfaction, customer satisfaction, SEM

Item Type:	Article
Subjects:	Q Science > Q Science (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	SE., M.Si Tri Wahyuningsih
Date Deposited:	28 Apr 2023 13:36
Last Modified:	28 Apr 2023 13:37
URI:	http://eprints.upnyk.ac.id/id/eprint/34727

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