{"title":"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","authors":"Sahala Siallagan","doi":"10.22452/ajba.vol16no1.9","DOIUrl":null,"url":null,"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.","PeriodicalId":54083,"journal":{"name":"Asian Journal of Business and Accounting","volume":"1 1","pages":""},"PeriodicalIF":0.8000,"publicationDate":"2023-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"Customer Satisfaction of Technopreneurs Based on TQM and Servqual During the Covid-19 Pandemic\",\"authors\":\"Sahala Siallagan\",\"doi\":\"10.22452/ajba.vol16no1.9\",\"DOIUrl\":null,\"url\":null,\"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.\",\"PeriodicalId\":54083,\"journal\":{\"name\":\"Asian Journal of Business and Accounting\",\"volume\":\"1 1\",\"pages\":\"\"},\"PeriodicalIF\":0.8000,\"publicationDate\":\"2023-06-30\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Asian Journal of Business and Accounting\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.22452/ajba.vol16no1.9\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q4\",\"JCRName\":\"BUSINESS, FINANCE\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Asian Journal of Business and Accounting","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.22452/ajba.vol16no1.9","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"BUSINESS, FINANCE","Score":null,"Total":0}
Customer Satisfaction of Technopreneurs Based on TQM and Servqual During the Covid-19 Pandemic
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.
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.
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