The Influence of Service Quality As A To Total of Quality Management (Study In Badan Pertanahan Nasional Office Yogyakarta)

Abstract

One of the important tasks of the Ministry of ATR/BPN is to carry out the
integrated and integrated Land Resources Management by utilizing the
development of modern information and management system technology. This
research aims to: 1. analyze Total Quality Management that directly affects the
applicant’s satisfaction, 2 Total Quality Management influence on the requester
satisfaction mediated by Service Quality. Subjects in this research are applicants’
satisfaction of Pertanahan Office Yogyakarta. The sample uses as many as one
hundred respondents, data analysis technique uses Structural Equational Model
(SEM) with SmartPLS Program. The results of this research prove: 1. analyze
Total Quality Management that directly affects the requester satisfaction, 2. Total
Quality Management Total Quality Management influence on the requester
satisfaction mediated by Service Quality. The findings of this study may contribute
to consumer behaviour models, in Badan Pertanahan Nasional (BPN) office
Yogyakarta and Tripple duties of Higher Education.