Pengaruh Penerapan Sistem Manajemen Mutu Terhadap Tingkat Kepuasan Pelanggan Melalui Kualitas Pelayanan Sebagai Variabel Intervening

Hafidzah, Alya (2026) Pengaruh Penerapan Sistem Manajemen Mutu Terhadap Tingkat Kepuasan Pelanggan Melalui Kualitas Pelayanan Sebagai Variabel Intervening. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Keterbatasan pengetahuan pelanggan mengenai mekanisme dan prosedur pelayanan sehingga diperlukan peningkatan sosialisasi dan promosi layanan, serta belum optimalnya kesadaran sebagian pegawai dalam menjalankan pelayanan sesuai Standard Operating Procedures (SOP). Selain itu, dari aspek sumber daya manusia masih terdapat keterbatasan kompetensi, khususnya pada keterampilan pemasaran, serta responsivitas pegawai dalam melayani pelanggan yang masih perlu ditingkatkan. Penerapan SMM direpresentasikan oleh dua variabel utama, yaitu Penerapan SOP dan Kualifikasi SDM, yang diharapkan mampu meningkatkan kualitas pelayanan serta kepuasan pengguna jasa. Penelitian menggunakan pendekatan kuantitatif dengan metode Structural Equation Modeling–Partial Least Squares (SEM-PLS) Second Order. Data diperoleh melalui penyebaran kuesioner kepada pengguna jasa Distrik Navigasi Tipe B Tanjung Priok dengan teknik Stratified Random Sampling. Analisis data dilakukan melalui evaluasi outer model untuk menguji validitas dan reliabilitas konstruk, serta evaluasi inner model untuk menguji hubungan langsung maupun tidak langsung antarvariabel dan kemampuan prediksi model. Hasil penelitian memberikan bukti empiris mengenai pengaruh penerapan SMM terhadap kualitas pelayanan dan kepuasan pelanggan, serta menjadi masukan bagi peningkatan efektivitas implementasi ISO 9001:2015 melalui penguatan kepatuhan terhadap SOP, peningkatan kualifikasi SDM.
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Customers' limited understanding of service mechanisms and procedures, indicating the need for enhanced service socialization and promotion, as well as the suboptimal awareness of some employees in complying with the established Standard Operating Procedures (SOP). Furthermore, from the human resource perspective, limitations remain in employee competencies, particularly in marketing-related skill and in the responsiveness of personnel in serving customers. The implementation of the QMS is represented by two main variables, namely the implementation of SOP and HR Qualifications, which are expected to improve service quality and customer satisfaction. This study employed a quantitative approach using the SEM-PLS Second Order method. Data were collected through questionnaires distributed to service users of the Tanjung Priok Type B Navigation District using a stratified random sampling technique. Data analysis was conducted by evaluating the outer model to assess construct validity and reliability, followed by evaluation of the inner model to examine both direct and indirect relationships among variables, as well as the predictive capability of the model. The findings provide empirical evidence of the influence of QMS implementation on service quality and customer satisfaction and offer practical recommendations for enhancing the effectiveness of ISO 9001:2015 implementation through strengthening compliance with implementation of SOP and improving HR qualifications.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Sistem Manajemen Mutu, ISO 9001:2015, Penerapan SOP, Kualifikasi SDM, Kualitas Pelayanan, Kepuasan Pelanggan, SEM-PLS, Quality Management System, ISO 9001:2015, SOP, Human Resource Qualifications, Service Quality, Customer Satisfaction, SEM-PLS
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total quality management.
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Alya Hafidzah
Date Deposited:	31 Jul 2026 01:25
Last Modified:	31 Jul 2026 01:25
URI:	http://repository.its.ac.id/id/eprint/139277

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