PENGARUH PERSEPSI MANAJEMEN DALAM TOTAL QUALITY SERVICE TERHADAP PERSEPSI KONSUMEN DALAM SERVICE QUALITY (Studi Pada Perbankan di Daerah Istimewa Yogyakarta dan Semarang)

Ningsih, Sri Novita, Drs. Agus Achyari, M.B.A.

2007 | Tesis | S2 Management

Keberhasilan suatu organisasi yang bergerak di bidang jasa khususnya perbankan sangat bergantung pada kinerja dan pelayanannya dengan memberikan kepuasan kepada pelanggan melalui penciptaan jasa yang berkualitas. Penelitian ini dimaksudkan untuk menguji pengaruh persepsi manajemen dalam Total Quality Service terhadap persepsi konsumen dalam service quality. Penelitian ini menguji 37 bank yang ada di Daerah Istimewa Yogyakarta dan Semarang. Responden penelitian ini adalah para manajer yang menduduki jabatan struktural pada bank dan nasabah. Hasil penelitian menunjukkan bahwa 12 dimensi TQS dari persepsi manajemen berpengaruh positif terhadap persepsi konsumen dalam service quality, sedangkan top management commitment & visionary leadership, human resources management, technical system, information & analysis system, service culture, social responsibility, benchmarking, dan customer focus merupakan dimensi-dimensi TQS yang signifikan terhadap persepsi konsumen dalam service quality. Key Words: Total Quality Service, persepsi manajemen, persepsi konsumen, service quality.

The successful of service organizations specially in banking based on business performance and its service by giving satisfaction to customer through out the quality service creation. This research intended to examine the influence of management perception in Total Quality Service to customer perception in service quality. This research examined 37 banks in Daerah Istimewa Yogyakarta and Semarang. The respondents were managers on structural position at bank and customer. The results have indicated that 12 dimensions of TQS from management perception were positively influenced customer perception in service quality, meanwhile top management commitment & visionary leadership, human resources management, technical system, information & analysis system, service culture, social responsibility, benchmarking, and customer focus were identified significantly to customer perception in service quality. Key Words: Total Quality Service, Management Perception, Customer Perception, Service Quality.

Kata Kunci : Total Quality Service, persepsi manajemen, persepsi konsumen, service quality, Management Perception, Customer Perception