Peran Quality Tools Dalam Upaya Peningkatan Kepuasan Konsumen Di Sektor Perhubungan = The Role of Quality Tools in Improving Customer Satisfaction on Transportation Sector

Abstract

This research aims to identify application quality tools for improving quality - related outcomes (process improvement, employee satisfaction, customer satisfaction, quality performance) in transportation indushy. The hypotheses are leadership was positively associated with teamwork, process improvement, employee satisfaction and customer satisfaction (hypotheses la, lb, lc, I d). Teamwork was positively associated with quality tools knowledge (hypotheses 2). Quality knowledge, if followed up with application can be effective in improving processes (hypotheses 3, 7). Quality tools application was positively associated with customer satisfaction, quality performance (hypotheses 4, 5). Process improvement was positively associated with employee satisfaction, customer satisfaction (hypotheses 8, 9b). Em- ployee satisfaction was positively associated with customer satisfaction (hypotheses 9a), andquality performance was positively associated with cus- tomer satisfaction ((hypotheses 6). The data collected survey method and questioners distributed to respond of the 230 questioners were distributed to employee in transportation sector. 147 questioners that can be analysis on this study. The statistic method used was structural equation modeling (SEM) assisted by the application of AMOS 4.01 programs. The research concluded that leadership was positively associated with teamwork, process improvement. Teamwork was positively associated with quality knowledge. Quality tools application waspositively associated with process improvement, customers satisfaction, quality performance. Process improvement was positively associated with employee satisfaction. Surprising by there are no significant associated between leadership, employee satisfaction, customer satisfaction. Quality tools knowledge and quality tools application, employee satisfaction and customer satisfaction against quality performance and customer satisfaction. Keywords: Leadership, teamwork, quality tools knowledge, quality tools application, process improvement, employee satisfaction, customer satisfaction, structural equation models