Quality Practices, Kepuasan Pelanggan dan Kinerja Bisnis: Studi Pada Usaha Kecil dan Menengah di Kota Banda Aceh
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh quality practice terhadap kepuasan pelanggan dan kinerja bisnis UKM di Kota Banda Aceh. Dalam penelitian ini, kepuasan pelanggan dijadikan intervening variable antara quality practice dan business result. Sampel penelitian sebanyak 50 orang pengelola UKM, dan selanjutnya data dianalisis dengan menggunakan peralatan statistik regresi bertingkat. Penelitian menemukan bahwa quality practice berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan kinerja bisnis. Keberadaan kepuasan pelanggan dapat menjadi variabel perantara antara kinerja bisnis dan quality practice. Efek mediasi yang dimunculkan oleh kepuasan pelanggan adalah mediasi parsial.
Kata Kunci: Kinerja Bisnis, Kepuasan Pelanggan, Quality Practice dan Hierarchical Linier Methods
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