Page 124 - Ebook Penelitian Pendidikan

Lanjutan tabel 6.5

Dimension and Examples of specific Question Raised by Customer
Definition
Credibility: Trust • Does the bank have a good reputation?
worthiness, believability, • Does my broker refrain from pressuring me to
honesty of the service buy?
provider. • Are the interest rates/fees charged by my
credit card company consistent with the
services provided?
• Does the repair firm guarantee its service?
Security: Freedom from • Is it safe for me to use the bank's automatic
danger, risk, or doubt. teller machines?
• Does my brokerage firm know where my
stock certificate is?
• Is my credit card safe from unauthorized use?
• Can I be confident that the repair job was
done properly?
Access: Approachability • How easy is it for me to talk to senior bank
and ease of contact officials when I have a problem?
• Is it easy to get through to my broker over the
telephone?
• Does the credit card company have a 24- hour,
toll-free telephone number?
• Is the repair service facility conveniently
located?
Communication: • Can the loan officer explain clearly the
Keeping customer various charges related to the mortgage loan?
informed in language • Does my broker avoid using technical jargon?
they can understand and • When I call my credit card company, are they
listening to them willing to listen to me?
• Does the repair firm call when they are unable
to keeo a scheduled repair appointment?
Understanding the • Does someone in my bank recognize me as a
Customer: Making the regular customer?
effort to know customers • Does my broker try to determine what my
and their needs specific financial objectives are?
• Is the credit card company consistent with
what I can afford (i.e.,neither too high nor too
low?
• Is the repair firm willing to be flexible enough
to accommodate my schedule?

III