Dimensi Assurance Adalah – Service quality is a good word for service providers. Using quality as a product’s appearance or performance is a key part of a company’s strategy to achieve sustainable excellence, either as a market leader or as a strategy for continued growth. The advantage of a service product depends on the uniqueness and quality of the service and whether it meets the needs and wants of the customer.
The value given by customers is based on factors of service quality. Service product quality is the degree to which the service product meets its specifications. According to Rambat Lupiyoadi and A. Hamdani in the ISO 9000 standard, “quality is a specific (closely related) characteristic of meeting requirements, i.e. the need for expected expectations, usually assumed or mandatory.”
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The above quote is in line with Lovelock’s view of Fajar Laksa that “quality is the level of expected quality and control variety to achieve this trick to meet consumer needs”.
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In the quote above, Goetsch and Davis Fundy Tjipotono define quality as “the dynamic state of exceeding expectations in products, services, human resources, processes, or the environment.”
The above is supported by Parasuraman, Rambat Lupiyoadi and A. Hamdani who say that the importance of service quality is as follows:
“Service quality can be measured by how big the difference is between reality and the customer’s expectations regarding the service they receive. If reality exceeds expectations, then we can say service quality and vice versa.”
Translated by Fajar Laksana Contrary to Welch’s earlier thinking, “quality is the best guarantee of customer loyalty, our strongest defense against foreign competition, and the only path to sustainable growth and profitability.”
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Based on the above definitions, it indicates whether service quality is good or not depending on the service provider’s ability to consistently meet customer needs. Although the results of the service may not be the same, they should not be significantly different from the customer’s expectations.
For a management style and environment that encourage service organizations to improve service quality, the organization must be able to implement six key principles that apply to manufacturing firms and service organizations. According to Walkin, the six principles stated by Fandy Tjiptono are:
A company’s quality strategy must have the initiative and commitment of top management. Top management must lead and direct their organizations to improve quality. Without top management leadership, quality improvement efforts will have little impact.
All company employees, from management to workers, should be educated about quality. Aspects to emphasize in acquiring this knowledge include the concept of quality as a business strategy. Ways of implementing quality strategies and the role of managers in implementing quality strategies.
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The strategic planning process should include quality measures and objectives that are used to guide the company in achieving its vision and mission.
Management is the most effective way to change organizational behavior. This process describes a mechanism that ensures a consistent focus on efforts to achieve quality objectives.
Implementing quality strategies within the organization with employees, customers and stakeholders (such as customers, shareholders, government, local communities and others).
Is an important aspect in the implementation of the quality strategy. Every outstanding employee should be rewarded and their achievements recognized. Passion, enthusiasm, pride and a sense of humor (
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) every member of the organization can improve, which in turn will contribute to greater productivity and profitability, satisfaction and loyalty of the company.
The above six principles are very helpful in creating and maintaining the right environment for continuous quality improvement supported by suppliers and customers.
The assessment of service quality as high or low depends on how customers perceive the effectiveness of the service received in the context of their service expectations. Service quality itself is a measure that describes customers’ perceptions of service dimensions. Parasuraman, Zeithaml and Berry at Tchipton were able to identify five key dimensions through research in various service industries.
It is related to the attractiveness of the physical facilities, equipment and materials used by the company, as well as the appearance of the employees. According to Parasurama in Tjipton, physical evidence has four characteristics:
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It refers to a company’s ability to provide accurate services the first time without making mistakes and deliver the service on time. Parasurama in Tjipton says that reliability has five qualities:
It is the willingness and ability of employees to assist customers and respond to their needs, communicate when services are available, and then provide services quickly. According to Parasurama in Tjipton, response has four qualities:
Employee behavior can increase customer trust in the company and can create a sense of security for the company’s customers. This guarantee means that the staff are always courteous and have the necessary knowledge and skills to solve any customer question or problem. According to Parasurama in Tjipton, this assurance has four qualities:
This means that the company understands the problems of its customers and works for their benefit, pays personal attention to customers and has suitable working hours. According to Parasurama in Tjipton, these four have five qualities:
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Whether the service is good or not can be evaluated on TERRA’s 5 things (Dimensions). The degree to which your service product will be accepted by the community (public) in the future. If your business is a service industry, you should focus on customer satisfaction by providing the best possible service.
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Work culture is a culture related to the quality or quality of work (values that become skills)… 1930: The quality improvement movement began in America 1950: The concept of quality developed in Japan began to attract quality professionals from America, as e.g. as DR. Edwards E. Deming and Joseph M. Juram were instrumental in developing the concept of quality management for Japanese companies, which evolved into post quality control (TQM) based on a statistical process control approach.
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Quality is the measure, level or degree of good or bad of a product or service. According to other definitions: Quality is a combination of features and characteristics of a product or service that can satisfy the needs of users/customers.
Context quality is an attribute or characteristic of a product or service. Customer perception is a subjective assessment of the quality of the customer. Customers perceive the advertisement, reputation of the product or service, experience, etc. can affect customer preferences/desires quality is what customers want and want
QUALITY DEVELOPMENT 7 7 Competence, competence and appearance of officers, managers and support staff and staff adherence to established service standards regarding service (accessibility to services) relevance, punctuality, regularity and consistency of health services. geographical, social and cultural, economic, organizational or language barriers
Will the procedure/treatment produce the desired results when used correctly? Is the recommended treatment the most appropriate technology for the situation? Interpersonal relations (human relations) Relations between officials and officials, doctors and patients/community
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Results will be maximized with limited energy/resources. Duration of service. Customers will receive the care they need without repeating unnecessary diagnostic and treatment procedures. Security will reduce the risk of injury, infection, side effects or other risks associated with the service.
It is not directly related to clinical effectiveness, but it is a measure of quality that can affect customer (patient) satisfaction and their willingness to continue services. Appearance of service location, medical and non-medical equipment, cleanliness, accessible facilities, etc.
Parasuraman, Zeithaml and Berry (1985) identified 10 key dimensions in their research: responsibility, reliability, competence, courtesy, availability, communication, reliability, ability to understand customers, safety and reliability combined with assurance. The dimensions of communication, accessibility and ability to understand customers are different. Empathy (empathy) 5 key dimensions
Provide prompt, accurate (accurate) and satisfactory service RESPONSIBILITY staff/employees desire to assist all customers and meet service expectations ASSURANCE staff/employees are competent, courteous and trustworthy, safe from hazards and risk-free and knowledgeable in service provision and related skills
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Employees/employees can put themselves in front of customers, which can be in the ease of building relationships and communication, including customer focus. PHYSICAL OR DIRECT (ATTRIBUTE) EVIDENCE IN THE FORM OF ACCESS TO FACILITIES AND INFRASTRUCTURE SUCH AS READY-TO-USE TOOLS AND STAFF/EMPLOYEE SATISFACTION.
14 TERMS AND CONDITIONS 1. To regularly review the various conditions affecting the Services;
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