Pengaruh Implementasi Total Quality Management (TQM), Inovasi Layanan, Dan Digitalisasi Proses Terhadap Kepuasan Pelanggan (Studi Pada Perumdam Among Tirto Kota Batu)

Abstract

Abstract

This research seeks to examine the influence of total quality management (TQM), service innovation, and process digitalization on customer satisfaction at Perumdam Among Tirto Batu City. Improving the quality of public services has become increasingly important due to technological advancement and rising customer expectations. This research adopted a quantitative approach based on an explanatory research design. The population consisted of 21,223 active customers of Perumdam Among Tirto Batu City, while 100 respondents were selected using the Slovin formula and proportional sampling technique. Data were obtained from a structured questionnaire utilizing a five-point Likert scale and were examined through multiple linear regression analysis conducted using SPSS software. Prior to hypothesis testing, validity, reliability, normality, and classical assumption tests were conducted. The findings reveal that total quality management, service innovation, and process digitalization simultaneously have a positive and significant effect on customer satisfaction. Partially, all independent variables also have positive and significant effects, with process digitalization demonstrating the strongest influence. These findings indicate that continuous quality improvement, innovative service development, and digital transformation contribute significantly to enhancing customer experiences and meeting customer expectations. This study provides practical implications for public service organizations to strengthen quality management practices and optimize digital-based services in order to improve customer satisfaction.

Keywords: Total Quality Management, Service Innovation, Process Digitalization, Customer Satisfaction, Public Service.