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Analisis kualitas teknis dan kualitas fungsional pada perusahaan solution provider di Jakarta


Oleh : Farida Jasfar

Info Katalog

Pengarang Kedua :

Pengarang Ketiga :

Pengarang Keempat :

Pengarang Kelima :

Pengarang Keenam :

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2003

Halaman :

Subyek : Service industries - quality control

Kata Kunci : technical quality, functional quality

Program Studi Pokok :


File Repositori
No. Nama File Ukuran Status
1. 2003_LP_MJ_Analisis-Kualitas-Teknis.pdf 5673.35 (KB)

T This research is designed to examine the dimensions of service quality, specifically on technical and functional quality in the solution providers company in Jakarta. This research also tried to determine dimension of service quality by comparing SERQUAL of Parasuraman, Zeithaml and Berry (1985), Gronroos (1990) and Lapierre (1996). By comparing those dimensions. The degrees of service quality based on technical and fuctional quality in the solution providers company were measured by using the Likert scale. For the data analysis method by employing confirmatory factor analysis. The research findings disclosed that there are significant the dimensions on service quality based on technical and fuctional quality. For the technical quality dimension, variable reliability and trust more significant and the other. But different findings on fuctional quality dimension based on sales, the whole variable (reliability and trust, attitude and behaviour accessibility and flexibility and consumer participation) were significant, except recovery variable. Finally functional quality dimension based on maintenance the whole variable (reliability and trust, attitude and behavior, recovery, accessibility and flexibility, and consumer participation) were significant.

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