1SERVICE QUALITYDABHOLKAR             ELVIRA YUNIARTI          I’AH NOVI MASLAHAH            NORITA RACHMAN
MUTU PELAYANAN KESEHATAN2    1.   Service = standart pelayanan    2.   Pelayanan = jasa    3.   Konsep pelayanan = industr...
PERSEPSI PELANGGAN3       Jika jasa yang diterima melampaui yang        diharapkan maka kualitas jasa dipersepsikan      ...
CIRI PELAYANAN JASA4    1. INTANGIBILITY (tidak berwujud)       Suatu pelayanan jasa tidak dapat dirasakan dan       dinik...
Service Quality Models5    1.    Technical and functional quality model (Gro¨      10.   PCP attribute model (Philip and H...
Attribute and overall affect model6    (Dabholkar, 1996)    There is two alternative models of service quality for technol...
7       The attribute model is based on what consumers would expect from such option. It is based         on cognitive ap...
8        The overall affect model is based on the consumers’ feeling towards the use of technology.        It is based on...
Perbandingan teori Dabholkar9       Attribute and overall affect model,        Antecedents and mediator model, 2000     ...
DIMENSI KUALITAS JASA (1)10
DIMENSI KUALITAS JASA (2)11
DIMENSI KUALITAS JASA (3)12
DIMENSI KUALITAS JASA (4)13
SERVQUAL14     1 . Tangibles (bukti langsung)        dimensi ini meliputi kualitas produk, fasilitas fisik, perlengkapan, ...
DABHOLKAR15     1. Physical Aspects        Merupakan dimensi yang mencakup tentang daya tarik dari aspek fisik        dan ...
Model servqual berubah menjadi Model     Antecedents and Mediator Model16                                   Sumber : Dabho...
APLIKASI DIMENSI17     DABHOLKAR        Profile chart merupakan teknik analisis yang         digunakan untuk melihat perf...
Contoh di RS X18     1.   Phy s ic a l a s p e c t          Kelengkapan peralatan medis di ruang periksa     2.   Re lia b...
Contoh :19
Physical Aspect - Appearance :20     P1. This store has modern-looking equipment and       fixtures.     P2. The physical ...
Physical Aspect - Convenience21     P5. The store layout at this store makes it easy for      customers to find what they ...
Reliability – Promises :22     P7. When this store promises to do      something by a certain time, it will do so.     P8....
Reliability – Doing it right23     P9. This store performs the service right the first       time.     P10. This store has...
Personal interaction – Inspiring     confidence :24     P12. Employees in this store have the knowledge       to answer cu...
Personal interaction - Helpful :25     P15. Employees in this store give prompt service to       customers.     P16. Emplo...
Problem solving :26     P21. This store willingly handles returns and      exchanges.     P22. When a customer has a probl...
Policy :27     P24. This store offers high quality      merchandise.     P25. This store provides plenty of      convenien...
28     TERIMA KASIH
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Tugas dimensi dabholkar

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Tugas dimensi dabholkar

  1. 1. 1SERVICE QUALITYDABHOLKAR ELVIRA YUNIARTI I’AH NOVI MASLAHAH NORITA RACHMAN
  2. 2. MUTU PELAYANAN KESEHATAN2 1. Service = standart pelayanan 2. Pelayanan = jasa 3. Konsep pelayanan = industri, output/penawaran, dan proses  Mutu pelayanan kesehatan adalah derajat kesempurnaan atau tingkat kesempurnaan penampilan pelayanan kesehatan untuk memenuhi kebutuhan dan harapan pelanggan.
  3. 3. PERSEPSI PELANGGAN3  Jika jasa yang diterima melampaui yang diharapkan maka kualitas jasa dipersepsikan ideal.  Sebaliknya apabila kualitas jasa yang diterima lebih rendah daripada yang diharapkan, maka kualitas jasa dipersepsikan buruk.
  4. 4. CIRI PELAYANAN JASA4 1. INTANGIBILITY (tidak berwujud) Suatu pelayanan jasa tidak dapat dirasakan dan dinikmati sebelum dibeli oleh konsumen 2. VARIABILITY (bervariasi) Kualitas pelayanan jasa berbeda-beda tergantung pada pemberi layanan dan tempat pelayanan 3. INSEPARATABILITY (tidak dapat dipisahkan) Kualitas jasa pelayanan diproduksi dan dirasakan oleh konsumen dalam waktu bersamaan 4. PERISHABILITY (tidak tahan lama) Daya tahan layanan jasa tergantung situasi yang diciptakan oleh berbagai macam faktor
  5. 5. Service Quality Models5 1. Technical and functional quality model (Gro¨ 10. PCP attribute model (Philip and Hazlett, nroos, 1984) 1997) 2. GAP model (Parasuraman et al., 1985) 11. Retail service quality and perceived value 3. Attribute service quality model (Haywood- model (Sweeney et al., 1997) Farmer, 1988) 12. Service quality, customer value and 4. Synthesised model of service quality customer satisfaction model (Oh, 1999) (Brogowicz et al., 1990) 13. Antecedents and mediator model 5. Performance only model (Cronin and Taylor, (Dabholkar et al., 2000) 1992) 14. Internal service quality model (Frost and 6. Ideal value model of service quality (Mattsson, Kumar, 2000) 1992) 15. Internal service quality DEA model 7. Evaluated performance and normed quality (Soteriou and Stavrinides, 2000) model (Teas, 1993) 16. Internet banking model (Broderick and 8. IT alignment model (Berkley and Gupta, 1994) Vachirapornpuk, 2002) 9. Attribute and overall affect model 17. IT-based model (Zhu et al., 2002) (Dabholkar, 1996) 18. Model of e-service quality (Santos, 2003) 10. Model of perceived service quality and satisfaction (Spreng and Mackoy, 1996)
  6. 6. Attribute and overall affect model6 (Dabholkar, 1996) There is two alternative models of service quality for technology- based self-service options. Self-service is becoming popular day by day owing to high cost of labour in service deliveries. The models is : 1. Attribut Based Models 2. Overall affect Models In both the models expected service quality would influence intentions to use technology-based self-service option.
  7. 7. 7  The attribute model is based on what consumers would expect from such option. It is based on cognitive approach to decision making, where consumers would use a compensatory process to evaluate attributes associated with the technology based self service option in order to form expectations of service quality.
  8. 8. 8  The overall affect model is based on the consumers’ feeling towards the use of technology. It is based on an affective approach to decision making where consumers would use overall predispositions to form expectation self-service quality for a technology-based self-service option.
  9. 9. Perbandingan teori Dabholkar9  Attribute and overall affect model,  Antecedents and mediator model, 2000 1996 Key Findings :  Consumers evaluate different factors related Keyfindings : to the service but also form a separate overall  The attribute-based model is favored evaluation of the service quality (which is not in forming the evaluations of service a straightforward sum of the components) quality for technology-based self-  The antecedent’s model can provide complete understanding of service quality and how service options these evaluations are formed  The overall affect model is also  Customer satisfaction is a better predictor of supported but it does not add further behavioral intentions. explanatory power to the attribute-  A strong mediating role was found, confirming based model that it is important to measure customer satisfaction separately from service quality Weakness/ Limitation : when trying to determine customer evaluations of service Needs to be generalized for different Weakness/ Limitation ; self-service options Effect of demographic variables, price,  Antecedents of customer satisfaction have not been explored. physical environment etc. is not  The model measures behavioural intention considered rather than actual behaviour  Needs to be generalized for different service settings
  10. 10. DIMENSI KUALITAS JASA (1)10
  11. 11. DIMENSI KUALITAS JASA (2)11
  12. 12. DIMENSI KUALITAS JASA (3)12
  13. 13. DIMENSI KUALITAS JASA (4)13
  14. 14. SERVQUAL14 1 . Tangibles (bukti langsung) dimensi ini meliputi kualitas produk, fasilitas fisik, perlengkapan, pegawai, dan saran komunikasi. 2. Reliability (keandalan) kemampuan memberikan pelayanan yang dijanjikan dengan segera, akurat dan memuaskan. 3. Responsiveness (daya tanggap) yaitu keinginan seluruh karyawan untuk membantu para konsumen dan memberikan pelayanan dengan tanggap. 4. Assurance (jaminan) mencakup pengetahuan, kemampuan, kesopanan dan sifat dapat dipercaya yang dimiliki para staf, bebas dari bahaya atau keragu-raguan. 5. E phaty (empati) m meliputi kemudahan dalam melakukan hubungan komunikasi yang baik, perhatian pribadi, dan memahami kebutuhan konsumen
  15. 15. DABHOLKAR15 1. Physical Aspects Merupakan dimensi yang mencakup tentang daya tarik dari aspek fisik dan kemudahan pelanggan dalam mendapatkan pelayanan yang dibutuhkan. Dimensi ini dalam SERVQUAL disebut dimensi ta ng ible . 2. Reliabilty Merupakan dimensi yang mencakup ketepatan pemenuhan janji kepada pelanggan. Dimensi ini sama dengan dimensi re lia bility dalam SERVQUAL. 3. Personal Interaction Merupakan interaksi personal antara pelanggan dengan karyawan. Dalam SERVQUAL disebut sebagai re s p o ns ibility , a s s ura nc e dan e m p a thy . 4. Problem solving Merupakan dimensi yang berkaitan dengan pemberian solusi terhadap masalah pelanggan ketika sedang mendapatkan pelayanan atau solusi terhadap keluhan yang disampaikan oleh pelanggan atas layanan yang diterima. 5. Policy Merupakan dimensi yang berhubungan dengan kebijakan pemberi pelayanan
  16. 16. Model servqual berubah menjadi Model Antecedents and Mediator Model16 Sumber : Dabholkar, et al (2000)
  17. 17. APLIKASI DIMENSI17 DABHOLKAR  Profile chart merupakan teknik analisis yang digunakan untuk melihat performa atau kinerja perusahaan atau organisasi.  Dasar perhitungan profile chart adalah penilaian dan harapan pelanggan yang menghasilkan kekuatan dan kelemahan dari pelayanan dan service gap.
  18. 18. Contoh di RS X18 1. Phy s ic a l a s p e c t Kelengkapan peralatan medis di ruang periksa 2. Re lia bility Ketepatan penentuan diagnosis oleh petugas kesehatan 3. Pe rs o na l I ra c tio n nte Kejelasan petugas kesehatan dalam memberikan informasi tentang status kesehatan pelanggan dan jenis pelayanan kesehatan yang diberikan 4. Pro ble m s o lving Kemampuan dalam memberikan solusi atas keluhan pelanggan 5. Po lic y Kepastian keberadaan petugas kesehatan di ruang periksa sesuai dengan jadwal pelayanan
  19. 19. Contoh :19
  20. 20. Physical Aspect - Appearance :20 P1. This store has modern-looking equipment and fixtures. P2. The physical facilities at this store are visually appealing. P3. Materials associated with this stores service (such as shopping bags, catalogs, or statements) are visually appealing P4. This store has clean, attractive, and convenient public areas (restrooms, fitting rooms).
  21. 21. Physical Aspect - Convenience21 P5. The store layout at this store makes it easy for customers to find what they need. P6. The store layout at this store makes it easy for customers to move around in the store.
  22. 22. Reliability – Promises :22 P7. When this store promises to do something by a certain time, it will do so. P8. This store provides its services at the time it promises to do so.
  23. 23. Reliability – Doing it right23 P9. This store performs the service right the first time. P10. This store has merchandise available when the customers want it. P 11. This store insists on error-free sales transactions and records.
  24. 24. Personal interaction – Inspiring confidence :24 P12. Employees in this store have the knowledge to answer customers questions. P13. The behavior of employees in this store instill confidence in customers. P14. Customers feel safe in their transactions with this store.
  25. 25. Personal interaction - Helpful :25 P15. Employees in this store give prompt service to customers. P16. Employees in this store tell customers exactly when services will be performed. P17. Employees in this store are never too busy to respond to customers requests. P 18. This store gives customers individual attention. P19. Employees in this store are consistently courteous with customers. P20. Employees of this store treat customers courteously on the telephone.
  26. 26. Problem solving :26 P21. This store willingly handles returns and exchanges. P22. When a customer has a problem, this store shows a sincere interest in solving it. P23. Employees of this store are able to handle customer complaints directly and immediately.
  27. 27. Policy :27 P24. This store offers high quality merchandise. P25. This store provides plenty of convenient parking for customers. P26. This store has operating hours convenient to all their customers. P27. This store accepts most major credit cards. P28. This store offers its own credit card.
  28. 28. 28 TERIMA KASIH

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