Customer Satisfaction of Technopreneurs Based on TQM and Servqual During the Covid-19 Pandemic

IF 0.8 Q4 BUSINESS, FINANCE Asian Journal of Business and Accounting Pub Date : 2023-06-30 DOI:10.22452/ajba.vol16no1.9

Sahala Siallagan

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引用次数: 1

Abstract

Manuscript type: Research paper Research aims: This research examines the influence of total quality management (TQM) on service quality (Servqual), TQM on customer satisfaction, and Servqual on customer satisfaction. Design/Methodology/Approach: A sample of 406 customers who made online purchase transactions from technopreneurs in the 33 districts of North Sumatra province was included. The participants were selected using multiple-stage cluster sampling. The sample size of 406 was determined through simple random sampling using the Krejcie and Morgan (1970) table at a 95% confidence level, resulting in a final sample of 198 customers. The collected data were analysed using Pearson correlation analysis. Research findings: TQM significantly influenced Servqual and customer satisfaction, while Servqual directly affected customer satisfaction. Theoretical contribution/Originality: This research provides valuable insights and contributions to technopreneurs by enhancing their managerial knowledge pertaining to customer satisfaction. Practitioner/Policy implication: This research proposes quality management as a strategic approach to enhance technopreneur development. Research limitation/Implications: For future research, there is potential to examine customer satisfaction among technopreneurs during the post-Covid-19 pandemic period.

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新冠肺炎大流行期间基于TQM和Servqual的技术企业家的客户满意度

研究目的:本研究考察全面质量管理(TQM)对服务质量(Servqual)的影响、TQM对顾客满意度的影响、Servqual对顾客满意度的影响。设计/方法/方法:包括北苏门答腊省33个地区的406名从技术企业家那里进行在线购买交易的客户样本。参与者采用多阶段整群抽样的方法进行选择。406的样本量是通过使用Krejcie和Morgan(1970)表在95%置信水平下的简单随机抽样来确定的，最终样本为198名客户。收集的资料采用Pearson相关分析进行分析。研究发现:TQM显著影响服务质量和顾客满意度，而服务质量直接影响顾客满意度。理论贡献/独创性:本研究通过提高技术企业家对客户满意度的管理知识，为他们提供了有价值的见解和贡献。从业者/政策启示:本研究提出质量管理是促进科技企业家发展的战略途径。研究限制/启示:对于未来的研究，有可能在covid -19大流行期间检查科技企业家的客户满意度。

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来源期刊

Asian Journal of Business and Accounting BUSINESS, FINANCE-

CiteScore

2.00

自引率

11.10%

发文量

期刊介绍： An academic journal that aims to advance knowledge in the business and accounting disciplines, to narrow the gap between theory and practice, and to set direction for policy initiatives in Asia. Welcome to the Asian Journal of Business and Accounting (AJBA). AJBA is an international refereed journal, published biannually (30th June and 30th December) by the Faculty of Business and Accountancy, University of Malaya, Malaysia. AJBA aims to publish scholarly business researches that are relevant to Malaysia and the Asian region. It intends to highlight the practical implications in promoting better business decision making process and the formulation of public policy in Asia. This journal publishes theoretical, conceptual, and empirical papers within the broad areas of business and accounting in Asia. The AJBA covers a broad spectrum of the business and accounting disciplines. A suggestive (though not necessarily comprehensive) list of areas that would be included in this journal are: general management, strategic management, human resource management, organizational behaviour, labour and industrial relations, international business management, business communication, entrepreneurship, leadership, management science, operations management, production management, supply chain management, marketing management, brand management, consumer behaviour, information management, e-marketing, e-commerce, quality management, retailing, service marketing, hospitality management, hotel and tourism management, asset pricing, capital and money markets, corporate finance, derivatives markets, finance and banking, financial economics, etc.