PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN MELALUI MEDIASI KUALITAS PELAYANAN(Studi Kasus Pada Empat Perguruan Tinggi Swasta di Surabaya)

In competitive global economy, Total Quality Management has experienced in radical shift. The concept is no longer restcricted just in manufacturing sector, but extended to service companies and non profit organization. One of the service company which must adopting the Total Quality Management concept is university as an high education institution.These studies tested the influence of total quality management to Customer satisfaction with service quality as dimention variable. Using 125 colloge students in the four private universities Surabaya as respondent and using test equipment SEM (Structural Equation Modeling) with Amos 18.0 program.Result of this study indicate a significant positive effect between total quality management to quality sevice and quality service to customer satisfaction.On the other hand, showed that total quality management has not significant negative to customer satisfaction. Key word : total quality management, service quality, customer satisfactio