Strategi Kualitas Customer input Customer output Service concept Establish measure of performance Monitor conformance to requirements Service process Take corrective action Resources Identify reason for nonconformance Service Process Control Cycle Word of mouth Past experience Personal needs Expected service Perceived service Dimensions of Service Quality Perceived Service Quality 1.ES < PS (Quality surprise) 2.ES ≈ PS (Satisfactory quality) 3.ES > PS (Unacceptable quality) Perceived Service Quality
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