Open AccessSTUDI DESKRIPTIF MENGENAI ZONA TOLERANSI PENGGUNA KARTU SIM CARD
Author(s) -
Juliani Dyah Trisnawati,
Ema Andajani,
Budhiman Setyawan
Publication year - 2010
Publication title -
manajemen dan bisnis/manajemen dan bisnis
Language(s) - English
Resource type - Journals
eISSN - 2477-1783
pISSN - 1412-3789
DOI - 10.24123/jmb.v9i1.152
Subject(s) - service quality , business , servqual , service (business) , reliability (semiconductor) , advertising , service provider , customer satisfaction , customer service assurance , marketing , service level objective , service design , customer retention , power (physics) , physics , quantum mechanics
This study describes the tolerance zone for the assessment of service quality cellular phone card providers in the city of Surabaya. Variables which refer to the variables used in the variable service quality (SERVQUAL) Zeithaml, Parasuraman, and Berry (1990) which includes dimensions reliability, assurance, tangible, Empathy, and responsiveness. Furthermore, the analysis obtained questionnaires aimed to describe the MSS (Measure of Service Superiority), namely the gap between service perceptions and service desired, and MSA (Measure of Adequate Service) is the gap between service perceptions and service adequate, and the tolerance zone is the gap between desire service and adequate service. Moreover, tolerance zone is used to explore customer satisfaction to the individual transaction, or service Encounters, and customer satisfaction for services provided by mobile phone providers in the city of Surabaya as a whole.