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
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