Examples of Service Quality.

Examples of Service Quality.

  Dimension (Dimensi)                    Examples (Contoh)

1. Tangibles (Terukur)                    Were the facilities clean, personnel neat?

2. Convenience (Kenyamanan)   Was the service center conveniently located?

3. Reliability (Keandalan)              Was the problem fixed?

4. Responsiveness                       Were customer service personnel willing

    (Kemampuan reaksi)                 and able to answer questions?

5. Time (Waktu)                              How long did the customer wait?

6. Assurance (Jaminan)               Did the customer service personnel seem

                                                        knowledgeable about the repair?

7. Courtesy (Kehormatan)            Were customer service personnel and

                                                        the cashier friendly and courteous?