Professional Documents
Culture Documents
Reliability
Responsiveness
No
1
Kemampuan
dan
kecekatan
menyelesaikan permintaan pelanggan
karyawan
Kemampuan
dan
menyelesaikan komplain
karyawan
10
Kejelasan informasi
percetakan
Assurance
11
Emphaty
Tangible
Atribut
12
kecekatan
tariff
penggunaan
jasa
13
14
15
16
17
18
Features
Kemampuan perusahaan untuk
menghasilkan layanan yang dijanjikan
(Reliability)
Keinginan perusahaan untuk merespons
keinginan pelanggan dengan cepat
(Responsiveness)
Kemampuan dan pengetahuan untuk
menyampaikan layanan yang terjamin dan
dapat dipercaya (Assurance)
Perhatian menyeluruh terhadap pelanggan
(Emphaty)
Penampilan fisik perusahaan; meliputi
kelengkapan peralatan (Tangibles)
Total:
SERVQUAL Dimension
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Average Weighted
SERVQUAL Dimension
Reliability
Responsiveness
Assurance
Empathy
Tangibles
UAL score:
Expectation
Score
Perception
Score
Gap Score
4.083
3.833
-0.250
3.667
3.667
0.000
3.197
4.167
0.970
4.000
3.167
-0.833
4.000
4.500
0.500
4.000
2.833
-1.167
4.167
3.250
-0.917
3.750
3.167
-0.583
3.917
3.167
-0.750
Average for
Dimension
0.077
-0.889
-0.792
4.083
3.250
-0.833
4.000
2.667
-1.333
4.500
2.750
-1.750
4.083
3.750
-0.333
4.083
3.917
-0.167
4.000
3.583
-0.417
3.917
3.750
-0.167
3.083
3.000
-0.083
3.750
2.250
-1.500
-1.139
-0.467
-0.642
Points
32
22
19
16
11
100
3.789
3.972
4.000
4.194
3.767
3.945
3.867
3.083
3.208
3.056
3.300
3.303
0.02470
-0.19556
-0.15042
-0.18222
-0.05133
-0.11096
0.077
-0.889
-0.792
-1.139
-0.467
-0.642
SERVQUAL Dimension
Reliability
Responsiveness
Assurance
Empathy
Tangibles
3.789
3.867
0.077
3.972
3.083
-0.889
4.000
3.208
-0.792
4.194
3.056
-1.139
3.767
3.300
-0.467
3.945
3.303
-0.642
NO
Gap
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
-0.250
0.000
0.970
-0.833
0.500
-1.167
-0.917
-0.583
-0.750
-0.833
-1.333
-1.750
-0.333
-0.167
-0.417
-0.167
-0.083
-1.500
Expectaionx1
4.083 -0.641782
3.667 -0.641782
3.197 -0.641782
4.000 -0.641782
4.000 -0.641782
4.000 -0.641782
4.167 -0.641782
3.750 -0.641782
3.917 -0.641782
4.083 -0.641782
4.000 -0.641782
4.500 -0.641782
4.083 -0.641782
4.083 -0.641782
4.000 -0.641782
3.917 -0.641782
3.083 -0.641782
3.750 -0.641782
y2
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
4.500
4.00
4
3.750
-2.000
4.500
Expectation
Score
4.5
4.167
4.083
4.083
4.083
4.083
4.000
4.000
4.000
3.917
3.917
4.000
4.0
3.750
3.750
3.667
4.000
Mean Expectation
Score = 3.94456
Nomor Atribut
3.5
3.083
-2.000
-1.000
3.0
0.000
3.197
Gap Score
1.000