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    Bahan Presentasi Bab 6 - Service Quality

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    Bahan Presentasi Bab 6 - Service Quality

    Uploaded by

    Melinda Mutiara
    6 views14 pages

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    bahan presentasi bab 6 - service quality

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    6 views14 pages

    Bahan Presentasi Bab 6 - Service Quality

    Uploaded by

    Melinda Mutiara

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    © All Rights Reserved
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    of 14
    Chapter Service Quality Learning Objectives ‘Ate completing tis chapter yu so at: Descbe and tus the ve mensions of envice quay Use theese quay gap model to dagoese quay robles. itusratehow pokayoke methods are appli to quality design in vices. Constr “hose of qual” a pat of» uty uncon deployment projet Constr stata process anol chat or a seve operation. Descbethe feature fan uncendtonal sevice gurantee ad is manager bene. Discuss ne conceptot service covey Perform a walkthrough aut (RA) Explain what service recovery sand why t'smportant. Servos "with aie” ted to be enughto any mont comer Today however ome cvs firm ifleenistethemscives in the marketplace by offering a service guaran: {c= Unlike product warranty, which promis to reper or replace the fay tem, scr ‘vec gurantes pall offer the dsaisfied unto arcu discount, oe service “Tike for exp, the Ft Intercte Bank of CliforiaAfer intarswing ecto ‘the bank management discovered tht thy were annoyed by a number of rcuring [poblems, sich ar iaccurate statements and broken automatic ler machines (ATM). ‘cotta mpd af bank en pay csi for pring ah ‘Sehrscrsice fare What i urping, ower tat he sree guarantee ad 3 ‘mtiaing cet on the employees When an ATM fae at ranch the emplycrs, out ‘of pride, dened to hep the branch open nite machine was rps at 30 [Rooter hidden benefit of guarance is caster fendbck. Now customers have a atom and motivation oat the company send of pt to thei onde Inaddition toadvering the firm's commitnent to guy, serve guarants focuses employees by defining performance standars explicly and, more important ule Tegal customs base. Thy experience of Hampion Ins, at carly ptr af a "100 pereent satisfaction guaran." ilasates that superior quia competne advantage. Ina ‘survey of 30 guests who invoked ihe guaran more hn 100 aeay had stayed again ‘12 Harptoa in. The hte chain figures ha as recived 8 in evene for every SL Psi toa dsgrnted gust ppp Paes Chapter Preview Service quality is a complex topic, as shown by the newd for a definition that includes fee dimensions: reliably, responsiveness, assurance, empathy, and tangibes. We use these dimensions to introduce the concept of a service quality gap. This gap is based ‘onthe difference betwosn a customer's expedations of «service ad the perceptions of | N16 Part To singe Src Enapise the service that is delivered. A survey instrument that measures service quality, called 'SERVQUAL, is based on implementing the service quality gap concept. ‘Quality begins with the design of the service delinery system. Thus, concepts bor rowed fom product design such as Taguchi methods, poka-yoke, and quality function

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