Kembali | Vol 7, No 3 (2018)
Article
Dwiki Dinna Amalia dan Reza Rahardian
Abstract
The purpose of this study was to find empirical evidence the dimensions of quality effect ( top management commitment, customer focus, training, and teams) on firm performance ( employee loyalty, customer loyalty, and customer satisfaction) in service industry. The sample of this study are 190 people which are employees of the company that include in five secvice sector spesificcaly banking & insurance sector, information and communication sector, non banking sector in this case the writer chose health sector, transportation and warehousing sector, and company service sector. The sampling technique that used in this study was purposive sampling and hypothesis testing that used in this study was linear regression.The result of this research shows that top management commitment has significant effect to firm performance, customer focus has significant effect to firm performance, training has significant effect to firm performance, and teams also has significant effect to firm performance.
Keywords
Quality management, Top management commitment, Customer focus, Training, Teams, Firm performance
