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Service yang Berkualitas

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  • Yazid Yazid

Abstract

Setiap manajer dituntut untuk dapat melaksanakan proses service delivery secara efektif dan efisien. Akan tetapi pelaksanaan prinsip ini jauh lebih kompleks. Hal ini dikarenakan service itu intangible, sehingga kon¬sumen memerlukan fasilitas-fasilitas tangible agar mereka dapat menilai seberapa berkualitaskah service yang mereka terima. Agar eksekusi service yang berkulitas efektif dan efisien, para manajer perlu merumuskan visi kualitas service, bagaimana seharusnya mengukur, menetapkan objektif kualitas service, memonitor dan melaku¬kan kontrol, serta mengevaluasi kualitas service. Ini demikian karena kinerja dari fasilitas-fasilitas tangible terse¬but dan pandangan konsumen tentang service yang berkualitas dapat saja menghasilkan efek persepsi tentang kualitas yang beragam, bergantung kepada factor-faktor yang bisa dan tidak bisa dikontrol yang melingkupi proses delivery dimaksud. Semua pengukuran di atas diperlukan agar manajer bisa merealisasikan prinsip do it right the first time. Prinsip ini perlu dipegang teguh karena service yang tidak berkualitas ternyata mengakibatkan pemborosan waktu dan biaya.Para manajer harus paham bahwa proses eksekusi service yang berkualitas tidak saja melibatkan aspek teknis, akan tetapi juga aspek-aspek strategis dan nonteknis lainnya yang lebih luas. Kata kunci: service yang berkualitas.

Suggested Citation

  • Yazid Yazid, 2005. "Service yang Berkualitas," Jurnal Siasat Bisnis, Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia, vol. 0(0).
    • Handle: RePEc:uii:jsbuii:v:0:y:2005:i:0:id:979
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