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<http://eprints.uny.ac.id/id/eprint/55069> <http://purl.org/dc/terms/title> "IMPLEMENTASI TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KUALITAS PELAYANAN DI PT. MITRABUANA CITRA ABADI (FORD JOGJA)"^^<http://www.w3.org/2001/XMLSchema#string> .
<http://eprints.uny.ac.id/id/eprint/55069> <http://purl.org/ontology/bibo/abstract> "Penelitian ini bertujuan untuk mengetahui: (1) implementasi Total Quality Management (TQM) yang berkaitan dengan upaya peningkatan kualitas pelayanan di PT. Mitrabuana Citra Abadi (Ford Jogja), (2) tingkat kepuasan pelanggan terhadap kualitas pelayanan di PT. Mitrabuana Citra Abadi (Ford Jogja); dan (3) faktor-faktor pendukung dan penghambat yang ada dalam implementasi Total Quality Management (TQM) di PT. Mitrabuana Citra Abadi (Ford Jogja). Desain penelitian ini adalah deskriptif. Populasi pada penelitian ini adalah Manager Servis, foreman , staf administrasi, dan mekanik sebanyak 10 orang, serta konsumen pengguna jasa servis sebanyak 20 orang. Uji validitas dengan konstrak berdasarkan expert judgment . Teknik analisis data yang digunakan adalah korelasi product moment .  Hasil penelitian ini menunjukkan bahwa: (1) implementasi total quality management pada aspek kualitas pelayanan di PT. Mitrabuana Citra Abadi (Ford Jogja) dalam kategori baik (60,0%), (2) tingkat kepuasan pelanggan terhadap kualitas pelayanan pada PT. Mitrabuana Citra Abadi (Ford Jogja) masuk pada kategori puas (100,0%), dan (3) faktor pendukung dalam mengimplementasikan Total Quality Management pada aspek kualitas pelayanan adalah respek terhadap setiap orang ( respect for people ) dan faktor penghambat adalah kepuasan pelanggan ( customers satisfaction ), manajemen berdasarkan fakta ( management be based facts ), dan perbaikan berkesinambungan ( continous improvement )."^^<http://www.w3.org/2001/XMLSchema#string> .
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