Analisis Penerapan TQM Pada Percetakan Delaux Paper Kota Gunungsitoli Dalam Upaya Meningkatkan Kepuasan Pelanggan

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Soniaman Lase
Aferiaman Telaumbanua
Serniati Zebua
Martha Surya Dinata Mendrofa

Abstract

Penelitian ini menganalisis penerapan Total Quality Management (TQM) pada Percetakan Delaux Paper di Kota Gunungsitoli untuk meningkatkan kepuasan pelanggan. Fokus utama penelitian ini adalah kualitas produk dan pelayanan. Metode penelitian yang digunakan adalah kualitatif deskriptif, dengan pengumpulan data melalui wawancara dan dokumentasi. Hasil penelitian menunjukkan bahwa Delaux Paper telah berhasil meningkatkan kualitas produk melalui kontrol yang ketat, pemilihan bahan berkualitas, dan inovasi berkelanjutan, memenuhi ekspektasi pelanggan. Namun, ada beberapa kelemahan dalam kualitas pelayanan, terutama dalam keandalan dan ketanggapan terhadap permintaan pelanggan. Perusahaan perlu meningkatkan responsivitas dan empati dalam situasi komplain pelanggan. Penerapan TQM telah memberikan dampak positif terhadap kepuasan pelanggan, namun perbaikan lebih lanjut masih diperlukan dalam beberapa aspek pelayanan. Kesimpulan penelitian ini menegaskan pentingnya penerapan TQM dalam meningkatkan kualitas produk dan pelayanan untuk mempertahankan dan meningkatkan kepuasan pelanggan serta daya saing di pasar.

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How to Cite
Lase, S., Telaumbanua, A., Zebua, S., & Mendrofa, M. S. D. . (2024). Analisis Penerapan TQM Pada Percetakan Delaux Paper Kota Gunungsitoli Dalam Upaya Meningkatkan Kepuasan Pelanggan. J-CEKI : Jurnal Cendekia Ilmiah, 3(4), 1068–1066. https://doi.org/10.56799/jceki.v3i4.3816
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Articles
Author Biographies

Soniaman Lase, Universitas Nias

Manajemen

Aferiaman Telaumbanua, Universitas Nias

Manajemen

Serniati Zebua, Universitas Nias

Manajemen

Martha Surya Dinata Mendrofa, Universitas Nias

Manajemen

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