DOI: https://doi.org/10.9744/jmk.2.2.pp.%2059-67

MENGEVALUASI KUALITAS LAYANAN JASA DENGAN MENGGUNAKAN MODEL 4D

Hendra Poerwanto

Abstract


The management of quality service delivery tends to be focused on minimizing negative responses to product offering, rather than maximizing positive responses. The 4D model - Disconfirmation, Dissatisfaction, Dissonance, and Disaffection - is a model which views service quality from the negative perspective. Although the 4D model provides a better relative indication of how service level rates against a similar competitor, it still leaves an important question about how attitudes can be used to predict a single behavior. Regardless of that problem, the model could be something meaningful at least in evaluating service quality and getting quality feedback that is needed by manager to determine area and scope of service quality recovery.


Abstract in Bahasa Indonesia :

Manajemen kualitas pengantaran jasa cenderung berfokus pada meminimisasi respon negatif terhadap penawaran produk daripada memaksimisasi respon positif. Model 4D - Disconfirmation, Dissatisfaction, Dissonance dan Disaffection - merupakan satu model yang melihat kualitas jasa dari sisi negatif. Meskipun model 4D memberikan indikasi relatif yang lebih baik tentang tingkat kualitas jasa terhadap kompetitor sejenis, model ini masih menyisakan pertanyaan penting mengenai bagaimana sikap dapat digunakan untuk memprediksi satu perilaku tertentu. Terlepas dari itu, model ini dapat menjadi wacana yang bermanfaat setidaknya dalam mengevaluasi kualitas jasa dan dalam mendapatkan feedback berkualitas yang diperlukan oleh manajer untuk menentukan wilayah dan skop perbaikan (recovery) kualitas jasa.

Kata kunci: evaluasi, measurement, kualitas, jasa

Keywords


evaluation, quality, service, model

Full Text:

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DOI: https://doi.org/10.9744/jmk.2.2.pp.%2059-67



The Journal is published by Management Study Program, Faculty of Business and Economics, Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of Research, Technology and Higher Education of the Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen dan Kewirausahaan, ISSN: 1411-1438, e-ISSN: 2338-8234

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