The Measurement of customer's perceived service quality by using servperf model at PT. Telekomunikasi selular Bandung

SUHERMAN, Unu, Dr. Basu Swastha Dharmmesta, MBA

2002 | Tesis | Magister Manajemen

Studi dengan judul “‘Pengukuran Penerimaan Konsumen A h n Kualitas Pelayanan Dengan Menggunakan Mdel Servprf pa& PT. Telekomunikasi Selular BandUng3 dilakukan dengan tujuan untuk mengetahui seberapa jauh tingkat kepuasan konsumen mengenai kualitas pelayanan yang di texima oleh pemegang -0 sebagai konsumen dari PT. Telekomunikasi Selular. Riset ini secara spesifik berfoh pada penerimaan kualitas pelayanan dan model yang digunakan di sebut Service Performance (Servperj model yang dikembangkan oleh Parasuraman, et al (1985; 1988) dan dikembangkan oleh Cronin dan Taylor (1992). Model ini meliputi lima (5) dimensi dari kualitas pelayanan, yang terdiri dari Tangibles, Reliability, Responsiveness, Assurance dan Empathy. Analisis Importance digunaklan untuk menganalisa attribute yang terpenting menurut konsumen. Sedangkan pengukuran performance perusahaan berkaitan dengan kualitas pelayanan yang diterima. Berdasarkan hasil penelitian, penulis menympulkan bahwa PT. Telekomunikasi Selular harus memberi perhatian lebih pada Assurance dan Empathy dalam rangka meningkatkan kualitas playanan kepada konsumen. Selain itu, attribut yang paling penting untuk ditangam dan dikembangkan segera adalah Respcmiveness. Kepuasan konsumen berhubungan dengan kualitas pelayanan yang merefleksikan kemampuan perusahaan yang baik.

The study with the title of The Measurement of Customer’s Perceived Service Quality by Using ServperfMdel at PT. Telekomunikasi Selular Bandung was conducted based on the objectives of identifylng to what extent satisfaction level regarding perceived service quality received by HALO cardholder as the customer of PT. Telekomunikasi Selular. The study specifically focused on perceived service quality and model used in this research is called Service Peformance (Servperfl model that was developed by Parasuraman, et.al (1985;1988) and modified by Cronin and Taylor (1992).Those model covers five (5) dimensions of service quality, which are Tangibles, Reliabiliy, Responsiveness, Assurance and Empathy. While Importance analysis is used to analyzing customer’s importance attributes and measurement of company’s performance level related to perceived service quality. Based on the results of analysis conducted in this research, the author concludes that PT. Telekomunikasi Selular should pay more attention on Assurance and Empathy in order to increasing the level of service quality given to its customers. Besides, the most important attributes of service quality that need to be handled and improved as soon as possible is Responsiveness. The satisfylng customer relates to service quality is reflecting the company’s ability in giving the best service and it also reflecting that company’s performance is good.

Kata Kunci : Kualitas Layanan, Kepuasan Konsumen, Perceived Service Quality, Service Performance, Importance, Tangibles, Reliability, Responsiveness, Assurance, Empathy.