Putra, Senjaya (2012) ANALISIS HUBUNGAN KOMPONEN SISTEM PENGENDALIAN MANAJEMEN (QUALITY GOAL, QUALITY FEEDBACK, QUALITY INCENTIVE, DAN MANAJEMEN CUSTOMER SERVICE) TERHADAP KINERJA KUALITAS DAN KONSEKUENSI TERHADAP KINERJA KEUANGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING. Other thesis, Prodi Akuntansi Unika Soegijapranata.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh sistem SPM (quality goal, quality feedback, quality incentive, dan manajemen customer service) terhadap kinerja kualitas dan untuk mengetahui kepuasan pelanggan dapat memediasi pengaruh kinerja kualitas terhadap kinerja keuangan. Dengan menggunakan analisis regresi dan path analysis diperoleh hasil bahwa : (1)Quality Goal tidak berpengaruh signifikan terhadap kinerja kualitas. (2) Quality Feedback berpengaruh positif terhadap kinerja kualitas. (3) Quality Incentive berpengaruh positif terhadap kinerja kualitas. (4) Manajemen Customer Service tidak berpengaruh terhadap kinerja kualitas. (5) Kepuasan pelanggan tidak dapat memediasi pengaruh kinerja kualitas terhadap kinerja keuangan. Kata kunci: SPM (quality goal, quality feedback, quality incentive, dan manajemen customer service) , kinerja kualitas, kepuasan pelanggan, kinerja keuangan.
| Item Type: | Thesis (Other) |
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| Subjects: | 600 Technology (Applied sciences) > 650 Management > 658 Management > Consumer Satisfication 600 Technology (Applied sciences) > 650 Management > 658 Management > Executive management > Total Quality Management |
| Divisions: | Faculty of Economics and Business > Department of Accounting |
| Depositing User: | Mrs Ratnasasi Wijayanti |
| Date Deposited: | 13 Jul 2016 08:47 |
| Last Modified: | 13 Jul 2016 08:47 |
| URI: | http://repository.unika.ac.id/id/eprint/10350 |
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