Matakuliah
Tahun
: V0212 - Psikologi Pelayanan
: 2009
SERVICE
Pertemuan 3
DEFINITION
Kotler
Service : tindakan / perbuatan yang dapat ditawarkan oleh pihak
lain, yang pada dasarnya bersifat intangible, tidak menghasilkan
kepemilikan atas produk tsb.
Gnoth
Service memiliki 4 elemen :
1. Goal
2. The instrument
3. Order
4. A man
Pelayanan : suatu tindakan yang dilakukan untuk memenuhi
kebutuhan konsumer dan tingkat kepuasannya hanya dapat
dirasakan oleh yang melayani ( pemberi jasa ) dan yang dilayani
Bina Nusantara
( pengguna jasa )
Product clasification
1. Non durable goods ( barang tidak tahan lama)
- Use once
- Expiry less than 1 year
2. Durable goods ( barang tahan lama )
product can use more than 1 year
3. Service (jasa/pelayanan)
activities or satisfaction offered
Bina Nusantara
SERVICE CHARACTERISTIC
1.In tangible ( not real )
2.Volatility ( dinamic )
3.Heterogen ( multi type )
4.Perishable
Bina Nusantara
SERVICE SKILL
Bina Nusantara
Problem solver
Supportive
Attention / caring
Focus
Level service
a. Excellent service
b. Experiential service
c. Transformational service
Bina Nusantara
EXCELLENT SERVICE
The lowest level of service. Just
give the product and services
equal with customer wants or
more higher than their hope.
Bina Nusantara
Experiental service
Service give the new experiences in use
the product or service. The server have a
knowledge about the product and service.
Bina Nusantara
Transformational service
The highest level, with use the product
and service can change somebody to
transform more creative.
Bina Nusantara
SERVICE QUALITY
Quality : the standard for needs measurement
Bennet : quality is the minimum service for
satisfied the customer wants
Satisfied will be reach if the product can fullfill
The wants and needs the customer or more then
Their expect.
The qualified product if equal or more then customer
Expect.
Bina Nusantara
Quality aspect
Bina Nusantara
1.
2.
3.
4.
5.
6.
Time
Anticipation
SOP
Communication
Feed back
Quality control
SERVQUAL
1.
2.
3.
4.
5.
Bina Nusantara
Physic
Responsibility
Politeness
Accessibility
Understanding
5. Availability
6. Competency
7. Security
8. Communication
9. Credibility
CUSTOMER SATISFACTION
Bina Nusantara
FINITO
Bina Nusantara