Pengaruh persepsi manajemen dalam Total quality service terhadap konsumen dalam service quality (study pada perbankan di daerah Istimewa Yogyakarta dan Semarang

Ningsih, Sri Novita (Adv.Drs. Agus Achyari, MBA), Drs. Agus Achyari, MBA

2013 | Tesis | S2 Management

Keberhasilan suatu organisasi yang bergerak di bidang jasa khususnya sangat bergantung pada kinerja dan pelayanannya dengan memberikan kepada pelanggan me1alui penciptaan jasa yang berkualitas. Penelitian ini dimaksutan untuk menguji pengaruh persepsi manajemen dalam Total Quality Sevice terhadap persepsi konsumen dalam service quality. Penelitian ini menguji 37 ada di Daerah Istimewa Yogyakarta dan Semarang. Responden penelitian para manajer yang menduduki jabatan struktural pada bank dan nasabah. Hasil penelitian menunjukkan bahwa 12 dimensi TQS dari persepsi manajemen positif terhadap persepsi konsumen dalam service quality, sedangkan top mana ement commitment & visionary leadership, human resources management, information & analysis system, service culture, social responsbility, benchmarking, dan customer focus merupakan dimensi-dimensi TQS fikan terhadap persepsi konsumen dalam 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. 's research examined 37 banks in Daerah Istimewa Yogyakarta and 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 e 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.

Kata Kunci : Total Quality Service, persepsi manajemen, persepsi konsumen, service quality.