New Search

Advanced search
Export article
Open Access

SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR

Sciprofile linkDewa Nyoman Benni Kusyana, Komang Ary Pratiwi
Published: 1 August 2019
WIDYA MANAJEMEN , Volume 1, pp 21-39; doi:10.32795/widyamanajemen.v1i2.354

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.
Keywords: models / scholars / Focused / practitioners / Existing / Service Quality Literature / measure service quality

Scifeed alert for new publications

Never miss any articles matching your research from any publisher
  • Get alerts for new papers matching your research
  • Find out the new papers from selected authors
  • Updated daily for 49'000+ journals and 6000+ publishers
  • Define your Scifeed now

Share this article

Click here to see the statistics on "WIDYA MANAJEMEN" .
Back to Top Top