WIDYA MANAJEMEN
Vol 1 No 2 (2019): Widya Manajemen

SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR

Kusyana, Dewa Nyoman Benni (Unknown)
Pratiwi, Komang Ary (Unknown)



Article Info

Publish Date
01 Aug 2019

Abstract

Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus on service delivery. Measurement of service quality is now seen as an important measurement tool for companies to understand the needs and desires of customers by analyzing customer satisfaction and experience with the services provided. Although until now there has been no agreement on a particular model that should be used to measure service quality, the fact is there are several effective models that can be used by both practitioners and scholars that have been produced by researchers. Until now, researchers believe and agree that service quality is multilevel or multidimensional. This study focuses on various types of service quality models that existed until year of 2000. The methodology used is conducting a review of service quality literature. The limitation of this literature review is that the existing service quality model was developed before 2000 because after 2000 the development of quality services was focused on the quality of electronic services.

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Journal Info

Abbrev

widyamanajemen

Publisher

Subject

Economics, Econometrics & Finance Social Sciences

Description

Widya Manajemen merupakan jurnal di bawah naungan Program Studi Manajemen Fakultas Ekonomi Bisnis dan Pariwisata Universitas Hindu Indonesia Denpasar sebagai wadah informasi ilmiah bidang manajemen baik itu manajemen pemasaran, manajemen SDM, manajemen keuangan, manajemen operasional, manajemen ...