文章基本信息

标题：ANALISIS PELAYANAN MUTU TOTAL DAN PENGARUHNYA TERHADAP KINERJA USAHA PERBANKAN DI INDONESIA
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作者：Tatik Suryani ; Tatik Suryani ; Sri Lestari Kurniawati 等
期刊名称：Journal of Indonesian Economy and Business
印刷版ISSN：2085-8272
电子版ISSN：2338-5847
出版年度：2001
卷号：16
期号：3
页码：273-285
语种：English
出版社：Universitas Gadjah Mada
摘要：This research explains the implementation of total quality service (TQS) in the banking industry in Indonesia and examines the differences of the implementation between government banks and private banks and also the influence of TQS variables on business performance. By using 32 samples, the result of regression analysis shows that TQS implementation variables significantly influence all banking performance variables, ie. human resources performance, customer satisfaction, service quality and cost performance except in financial performance variable at 5% level of significance. Further, there is significant difference between government banks and private banks in giving responses to their customers. Private banks give better response compared with those of government bank.
关键词：total quality services; business performance