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

Chrisera Milleni Eliezer; Juaniva Sidharta; Ramot P. Simanjuntak

doi:10.33541/buletin ekonomi.v24i2.6346

Chrisera Milleni Eliezer
Juaniva Sidharta
Ramot P. Simanjuntak

DOI: https://doi.org/10.33541/buletin%20ekonomi.v24i2.6346

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