| dc.description.abstract | Service quality is a vital concept that all firms pay attention. It is an important for
each organization to know how to measure the service quality. On the other hands, it
is difficult to find out whether customers are satisfied or not. Service quality is
considered a key because it shows the strengths and weaknesses of each structure.
One of the measurement to evaluate the service quality is calculated the discrepancy
between the customers’ experience and their belief.
Purpose - The main purpose of this paper is finding out the gap between the
customers’ perceptions and expectation of services which offered by DNI.
Throughout some dimensions of SERVQUAL model, I can point out the demerit of
service quality from the people or structure in order to reduce the gap between
customers’ perceptions and expectations. This is a easily road to increase the service
quality in view of customers.
Methodology - This paper uesed the SERVQUAL model to determine the range of
customers’ perception and compare with their expectation. As recipe that perception
minus expectation score is given a general view of the result. The negative answer
means customers received quality lower than their expectations and vice versa.
Research implication - In the theory, it shows that applied SERVQUAL model
computed the gap between customers’ perception and expectation in the structure.
Practical implications suggest that the different level in perception and expectation in
DNI. The findings also revise the changing in which dimension has mainly impact on
service quality.
Key words - SERVQUAL model, service quality, customers’ perception, customers’
expectation, DNI, tangible, reliability, responsiveness, assurance and empathy. | en_US |
