文章基本信息

标题：Faktor–faktor yang Mempengaruhi Kinerja Kualitas,Kinerja Keuangan dan Kepuasan Pelanggan
本地全文：下载
作者：Etty Murwaningsari ; Maya Grace Basaria ; Sistya Rachmawati 等
期刊名称：Jurnal Aplikasi Manajemen
印刷版ISSN：1693-5241
电子版ISSN：2302-6332
出版年度：2009
卷号：7
期号：3
页码：606-613
语种：English
出版社：University of Brawijaya
摘要：The objective of this research is to investigate factors affecting quality performance,financial performance,and customer satisfaction.Those factors consist of quality goal,quality feedback,and quality incentive.The research examined 20 manufacturing companies listed in Indonesia stock exchange in 2007.The primary data were collected by questionnaire,and the number of respondent are 69 manager.The statistical method used to test the hypothesis is path analysis model.The empirical result of this research shows that:fist,quality goal and incentive based in quality have positive relationship with quality performance.Second,quality performance has positive relationship with customer satisfaction and financial performance.Third,customer satisfaction variable has positive relationship with financial performance.Meanwhile,quality goal is affecting quality performance variable and then quality performance is affecting customer satisfaction.The other variables have no significant relationship.
关键词：quality goal;quality feedback;quality incentive;quality performance;customer satisfaction and financial performance