Service Quality

DR Palti Marulitua Sitorus

28 October 2019
@Tekom University
 Learning Objective

 Describe and illustrate the five dimensions of service quality.

 Use the service quality gap model to diagnose quality
problems.
 Illustrate how poka-yoke methods are applied to quality
design in services.
 Construct a “house of quality” as part of a quality function
deployment project.
 Construct a statistical process control chart for a service
operation.
 Describe the features of an unconditional service guarantee
and its managerial benefits.
Perceived Service Quality
Gap of Service Quality
Questionnaire of Service Quality
Quality Service by Design
Budget Hotel – Cost Leadership cases
 Quality Requirements
Budget Hotel – Cost Leadership cases
Taguchi Quality Loss Function
By Genichi Taguchi
Classification Service Errors
House of Quality for Village Volvo
Satisfaction Survey
Restaurant Cases
Customer Satisfaction Survey vs Walk through Audit
Cost of Quality for Service
Bank Example
 Thank You
Palti Marulitua Sitorus
Universitas Telkom