Kepuasan pelanggan merupakan hal yang perlu diperhatikan karena menyangkut perasaan senang atau kecewa yang muncul dari pelanggan setelah membandingkan antara persepsi hasil kinerja perusahaan dan harapan-harapannya. Agar pelanggan merasa puas, suatu perusahaan perlu memperhatikan faktor-faktor yang mempengaruhi kepuasan pelanggan seperti menerapkan Total Quality Management. Tujuan penelitian ini adalah untuk mengetahui apakah variabel Total Quality Management yang terdiri dari fokus pada pelanggan, obsesi pada kualitas dan kerjasama tim mempunyai pengaruh terhadap kepuasan pelanggan. Penelitian ini dilakukan di Barjaz. Jumlah sample yang diambil sebanyak 170 orang pelanggan Barjaz, dengan metode non probability sampling khususnya purposive sampling. Pengumpulan data dilakukan melalui penyebaran kuesioner dan wawancara. Teknik analisis data yang digunakan adalah regresi linier berganda. Berdasarkan hasil analisis ditemukan bahwa variabel fokus pada pelanggan, obsesi pada kualitas, dan kerjasama tim secara simultan berpengaruh signifikan terhadap kepuasan pelanggan. Hasil pengujian hipotesis uji parsial diketahui bahwa masing-masing variabel fokus pelanggan, obsesi pada kualitas, dan kerjasama tim berpengaruh positif signifikan terhadap kepuasan pelanggan. Dari hasil uji parsial diketahui bahwa variabel fokus pada pelanggan merupakan variabel yang paling berpengaruh dominan terhadap kepuasan pelanggan. Nilai koefisien determinasi sebesar 0.583 menunjukkan bahwa 58,3 persen variasi kepuasan pelanggan bisa dijelaskan oleh ketiga variabel independen yang digunakan dalam persamaan regresi, sedangkan sisasnya sebesar 41,7 persen dijelaskan oleh variabel lain diluar ketiga variabel yang digunakan dalam penelitian ini. Kata Kunci: Kepuasan pelanggan, Manajemen operasi, Total Quality Management (TQM)
This study aims to explore the scope of the independent curriculum, Ki Hadjar Dewantara's conception, and the relevance of the independent curriculum to Ki Hadjar Dewantara's conception based on critical studies in a philosophical-pedagogical perspective. The independent curriculum is a policy program in the field of education that emphasizes giving freedom to schools including teachers and students to innovate and learn independently. The background of this study is to analyze the alignment between the independent curriculum itself and Ki Hadjar Dewantara's conception. The research method used is literature study. The stages carried out in this literature study are 1) choosing the source material that comes from journals; 2) browse the reference literature; 3) reading references; 4) write notes; and 5) present the results of the journal review. Based on the study of the journal, the results show that there is relevance and interrelationship between the independent curriculum and Ki Hadjar Dewantara's conception of education from a philosophical and pedagogical perspective. So it can be concluded that the independent learning curriculum concept is relevant to the conception of education initiated by Ki Hadjar Dewantara where the principle of independence is very important for students so that the concept of acquiring learning is not only in the process of imparting knowledge to students, but students are given the freedom to develop independently but with teacher supervision. along with parents.
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