The Role of Total Quality Control Toward Business Performance

Abstract

If not controlled, this can have a negative impact on the company, because many customers feel dissatisfied. From the above definition, it can be concluded that quality is a quality standard where each element is interconnected and can influence performance in meeting customer expectations. It is impossible to produce quality products and services without quality people and processes. The existence of very busy peak periods is a problem in itself for service marketing. Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service.