Hubungan antara kinerja kualitas, kinerja keuangan dan kepuasan pelanggan

Handayani, Dwi (2008) Hubungan antara kinerja kualitas, kinerja keuangan dan kepuasan pelanggan. Widya Warta: Jurnal Ilmiah Universitas Katolik Widya Mandala Madiun, XXXII (02). pp. 102-115. ISSN 0854-1981

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Abstract

The purpose of this study is to investigate the influence of quality performance on both financial performance and customer satisfaction, and the impact of customer satisfaction on financial performance. The data used in this study were collected from financial, production and marketing managers of manufacture company with SNI. The data collecting was done by mail survey of 1250 questionnaires. The questionnaires applied for analysis were 149 in number. Analysis was conducted by the use of SEM with AMOS ver 5.0. The analysis result indicated that (1) quality performance has a positive relationship with the customer satisfaction, (2) quality performance has a positive relationship with financial performance, and (3) customer satisfaction has no relationship with financial performance.

Item Type: Article
Uncontrolled Keywords: quality performance, customer satisfaction, financial performance
Subjects: H Social Sciences > HF Commerce > HF5601 Accounting
Divisions: Fakultas Ekonomi Dan Bisnis > Prodi Akuntansi
Depositing User: Petrus Suwandi
Date Deposited: 26 Jun 2019 05:09
Last Modified: 03 Jul 2019 02:41
URI: http://repository.widyamandala.ac.id/id/eprint/644

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