IMPLEMENTASI DIMENSI KUALITAS DAN DAMPAKNYA TERHADAP KINERJA ORGANISASI (Studi Pada Perusahaan-perusahaan Besar dan Sedang di Malang Jawa Timur)

Abstract

This research analyzes the influence of the various dimensions of quality on the company performance. The source of data research are 75  companies composed of 46 major companies and 29 medium companies. The data collected through  middle managers and top managers of major and medium  companies in Malang, East Java.  The results showed that the dimension of quality (customer satisfaction, employee satisfaction and employee service quality) effect significantly to organizational performance at both the major   companies and medium companies . The service quality of employee has  a dominant effect to the performance of the company.