The Influence of Total Quality Management on Customer Loyalty with Operational Performance as Mediation
Journal Title: Scholars Journal of Economics, Business and Management - Year 2017, Vol 4, Issue 7
Abstract
Abstract:This study aimed to describe TQM, operational performance and customer loyalty, analyze the influence of TQM on operating performance, analyze the influence of TQM on customer loyalty, analyze the effect of operational performance on customer loyalty, and analyze the influence of TQM on customer loyalty with operational performance as the mediation variable. This research is an explanatory nature of causality through hypothesis testing. The number of samples in this study were 120 respondents. The sampling technique used is proportional simple random sampling. The analysis technique used is descriptive analysis and Analysis of Structural Equation Modeling (SEM). The analysis showed that TQM influence on operational performance. These findings can be explained that the communication described by SPG Company can communicate well, it shows that the SPG has the reliability provide an explanation that Tropicana Slim consumed because according to health standards. TQM effect on customer loyalty. These findings can be explained that the communication described by SPG Company can communicate well. Customer loyalty arising from loyal commitment is reflected in the customer has committed to purchase the Tropicana Slim for the long term. Operational performance impact on customer loyalty. These findings suggest that the reliability is reflected from Tropicana Slim consumed because according to health standards, it can establish customer loyalty is by faithfully reflected the commitment of the customer has committed to purchase the Tropicana Slim for the long term. TQM effect on customer loyalty with operational performance as mediation. Keywords:TQM, operational performance, customer loyalty
Authors and Affiliations
Imam Wibowo, WidjiAstuti, . , Junianto Tjahyo Darsono
Keywords
Related Articles
- EP ID EP384957
- DOI -
- Views 99
- Downloads 0
The Impact of RMB Deviation on China's Economy and the Countermeasures
Abstract:This paper analyzes the impact of RMB devaluation on China's internal economy and the impact of RMB devaluation on China's foreign economy, which is based on the trend of devaluation of the RMB in the past year....
A Literature Review of China's Aging Finance - Based on Service Perspective
Abstract:The number of the elderly is growing rapidly in China's population structure, has more than 212 million (data from the China Aging Research Center), china is becoming a country that has the oldest people. Faced...
The impact of organizational Justice on job burnout
Abstract: The motive of this research is to scrutinize the relationship between organizational justice (procedural justice, distributive justice and interactional justice) and job burnout among the employees working in p...
A Study on Job Stress and Quality of Work Life of Faculty Members of Engineering and Arts & Science College
Job is a group of position involving similar duties, responsibilities, knowledge and skills.Each job has certaindesignation and is different from other jobs.We live in stressful times. We are putting up with heavy job lo...
Origin of poverty in industrialized countries
The possible reasons of poverty in industrialized countries are considered in article on the example of Russia. The model is built on the principles of sociomechanics that use the representation of people as objects with...