PERBANDINGAN TINGKAT KEPENTINGAN VARIABEL LAYANAN PADA JASA YANG BERSIFAT REKREATIF

Surveying the differences of importance level of service variables is a must for service providers. The ten service variables are tangible, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, and understanding the customer. The categories of service provi...

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Bibliographic Details
Published in:Jurnal Teknik Industri (Surabaya) 2004-12, Vol.6 (2), p.100
Main Authors: Widiawan, Kriswanto, Susiani, Marta
Format: Article
Language:eng ; ind
Subjects:
Customer services
Customers
Reliability
Restaurants
Security
Supermarkets
Surveying
Online Access:Get full text
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Summary:Surveying the differences of importance level of service variables is a must for service providers. The ten service variables are tangible, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, and understanding the customer. The categories of service providers to be compared are recreative (represented by supermarket and restaurant) and non recreative (represented by hospital and education/university) characteristics. The result shows there are no differences among recreative and non recreative service providers. But there are some differences among each service providers, because of unique characteristics of each service provider.
ISSN:1411-2485
2087-7439
DOI:10.9744/jti.6.2.pp.100-110