ANALISIS PENGARUHNYA TERHADAP KEPUASAN PELANGGAN TERHADAP PELAKSANAAN PARTISIPASI ANGGARAN DAN TOTAL QUALITY MANAGEMENT CV. MEKAR JAYA MANDIRI

Abstract

This research aimed to determine the effect of total quality management and budget participation on customer satisfaction in a service company providing export and import transportation services. The study used a quantitative method and secondary data, with 50 customers and 32 respondents. Results showed that total quality management and budget participation significantly influence customer satisfaction, with a 5.6% influence of independent variables and 94.4 explanations from other variables.

Keywords: Budget involvement, total quality management (TQM), and customer satisfaction