Page 123 - Ebook Penelitian Pendidikan

TABEL 6.5
DIMENSI, DEFINISI DAN CONTOH PERTANYAAN TENTANG
KUALITAS PELA YANAN

Dimension and Example of Specific Question Raised by Customer
Definition
Tangibles: Appearance 1. Are the bank's facilities attractive?
of physical facilities 2. Is my stockbroker dressed appropriately?
equipment. 3. Is my credit card statement easy to understand?
personnel, and 4. Do the tools used by the repair person look
communication modern?
materials.
Reliability: Ability to 5. When a loan officer says she will call me back in
perform the promised 15 minutes, does she do so?
service dependably 6. Does the stockbroker follow my exact instruction
and accurately to buy or sell?
7. Is my credit card statement free of errors?
8. Is my washing machine repaired right the first
time?
Responsiveness: 9. When there is a problem with my bank statement,
Willingness to help does the bank resolve the problem quickly?
customers and 10. Is my stockbroker willing to answer my question?
provide prompt 1l. Are charges for returned merchandise credited to
service my account promptly?
12. Is the repair firm willing to give me a specific time
when the repair person will show up?
Competence: Possession 13. Is the bank teller able to process my transactions
of the required skills without fumbling around?
and knowledge to 14. Does my brokerage firm have the research
perform the service capabilities to accurately track market
development?
15. When I call my credit card company, is the person
at the other and able to answer my questions?
16. Does the repair person appear to know what he is
doing?
Courtesy: Politeness, 17. Does the bank teller have a pleasant demeanor?
respect, 18. Does my broker refrain from acting busy or being
consideration, and rude when I ask questions?
friendliness of 19. Are the telephone operators in the credit card
contact personnel. company consistently polite when answering my
calls?
20. Does the repair person take off his muddy shoes
before stepping on my carpet?

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