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All Journal Ekuitas: Jurnal Pendidikan Ekonomi WIDYA MANAJEMEN Jurnal Sewaka Bhakti Prospek: Jurnal Manajemen dan Bisnis Ekuitas Jurnal Pnedidikan Ekonomi
Komang Ary Pratiwi
Fakultas Ekonomi Universitas Hindu Indonesia, Denpasar
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : WIDYA MANAJEMEN

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SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR Dewa Nyoman Benni Kusyana; Komang Ary Pratiwi
Widya Manajemen Vol 1 No 2 (2019): Widya Manajemen
Publisher : UNHI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (605.248 KB) | 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.
Co-Authors Dewa Nyoman Benni Kusyana I Wayan Suartina Ida Ayu Made Sasmita Dewi Luh Nik Oktarini MADE PUTRI ARIASIH NI LUH PUTU ERMA MERTANINGRUM Ni Luh Putu Trisdyani Ni Luh W.Sayang Telagawathi Ni Made Wisni Arie Pramuki Putu Atim Purwaningrat Rahmayanti, Putu Laksmita Dewi