PENGARUH PENGENDALIAN INTERNAL, TOTAL QUALITY MANAGEMENT, KINERJA PARTNER, DAN CITRA PERUSAHAAN TERHADAP KUALITAS PELAYANAN DI ERA NEW NORMAL

SAHNAZ SEA FISHABIL, . (2022) PENGARUH PENGENDALIAN INTERNAL, TOTAL QUALITY MANAGEMENT, KINERJA PARTNER, DAN CITRA PERUSAHAAN TERHADAP KUALITAS PELAYANAN DI ERA NEW NORMAL. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh pengendalian internal, total quality management, kinerja partner dan citra perushaan terhadap kualitas pelayanan di era new normal. Periode dalam penelitian ini adalah tahun 2021. Penelitian ini menggunakan data primer melalui penyebaran kuesioner kepada pengguna aplikasi transportasi dan layanan antar barang online di daerah DKI Jakarta.Teknik pengambilan sampel yaitu nonprobability sampling dengan metode random sampling. Sampel yang digunakan adalah 100 responden. Metode penelitian yang digunakan yakni regresi linear berganda dan program SPSS 25. Hasil penelitian pengendalian internal memiliki nilai sig. (0,024), artinya (0,024) < (0,05) dan memiliki Thitung sebesar (2,293), sedangkan memiliki nilai Ttabel sebesar (1,99), artinya (2,293) > (1,99) maka H0 ditolak dan H1 diterima, maka secara parsial pengendalian internal berpengaruh positif dan signifikan terhadap kualitas pelayanan di era new normal. Total quality management memiliki nilai sig. (0,016), artinya (0,016) < (0,05) dan memiliki Thitung sebesar (2,464), sedangkan memiliki nilai Ttabel sebesar (1,99), artinya (2,464) > (1,99) maka H0 ditolak dan H1 diterima, maka secara parsial total quality management berpengaruh positif dan signifikan terhadap kualitas pelayanan di era new normal. Kinerja partner memiliki nilai sig. (0,006), artinya (0,006) < (0,05) dan memiliki Thitung sebesar (2,786), sedangkan memiliki nilai Ttabel sebesar (1,99), artinya (2,786) > (1,99) maka H0 ditolak dan H1 diterima, maka secara parsial kinerja partner berpengaruh positif dan signifikan terhadap kualitas pelayanan di era new normal. Citra perusahaan memiliki nilai sig. (0,016), artinya (0,016) < (0,05) dan memiliki Thitung sebesar (2,456), sedangkan memiliki nilai Ttabel sebesar (1,99), artinya (2,456) > (1,99) maka H0 ditolak dan H1 diterima, maka secara parsial citra perushaan berpengaruh positif dan signifikan terhadap kualitas pelayanan di era new normal. Kata kunci : citra perusahaan, kualitas pelayanan, kinerja partner, pengendalian internal, total quality management This study aims to determine the effect of of Internal Control, Total Quality Management, Partner Performance, and Company Image on Service Quality in the New Normal Era.This study uses primary data through distributing questionnaires to users of transportation applications and online goods delivery services in the DKI Jakarta area. The sampling technique is non-probability sampling with random sampling method. The sample used is 100 respondents. The research method used is multiple linear regression and SPSS 25 program. The results of the internal control research have a sig value. (0.024), which means (0.024) < (0.05) and has a Tcount of (2.293), while having a Ttable value of (1.99), meaning (2.293) > (1.99) then H0 is rejected and H1 is accepted, then partially internal control has a positive and significant effect on service quality in the new normal era. Total quality management has a sig value. (0.016), meaning (0.016) < (0.05) and has a Tcount of (2.464), while having a Ttable value of (1.99), meaning (2.464) > (1.99) then H0 is rejected and H1 is accepted, then partially total quality management has a positive and significant effect on service quality in the new normal era. Partner performance has a sig value. (0.006), meaning (0.006) < (0.05) and has a Tcount of (2.786), while having a Ttable value of (1.99), meaning (2.786) > (1.99) then H0 is rejected and H1 is accepted, then partially partner performance has a positive and significant effect on service quality in the new normal era. Company image has a sig value. (0.016), meaning (0.016) < (0.05) and having a Tcount of (2.456), while having a Ttable value of (1.99), meaning (2.456) > (1.99) then H0 is rejected and H1 is accepted, then partially the company's image has a positive and significant effect on service quality in the new normal era. Keywords: company image, service quality, partner performance, internal control, total quality management.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Unggul Purwohedi, SE, M.Akt, Ph. D ; 2). Tri Hesti Utaminingtyas, SE, M.SA
Subjects:	Manajemen > Manajemen , Business Manajemen > Pendidikan, Riset Penelitian Bisnis Manajemen > Manajemen Sumber Daya Manusia Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Akuntansi
Depositing User:	Users 13587 not found.
Date Deposited:	04 Mar 2022 10:16
Last Modified:	04 Mar 2022 10:16
URI:	http://repository.unj.ac.id/id/eprint/23265

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