STUDI DESKRIPTIF ZONA TOLERANSI OPERATOR SELULER DI SURABAYA
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Keywords:
Zone of Tolerance, Service Quality, Desired Service, Adequate Service
Abstract
This study aims to describe the zone of tolerance of the three largest mobile operators Telkomsel, Indosat, and XL in Surabaya. This zone of tolerance is obtained by measuring the gap of customer expectations (desired service and adequate service) on the quality of service provided. The results of this study show that the three mobile operators have been able to meet minimum servicequality that customers want (adequate service) but does not meet the actualservice quality desired by the customers (desired service) Telkomsel has the most excellent service quality between the three providers and then followed by XL and Indosat. The wider zone of tolerance is owned by Indosat, followed by XL and then Telkomsel.
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References
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Kuan-Yu Chen. 2014. Improving Importance-Performance Analysis: The Role of Tolerance and Competitor Performance. The Case of Taiwan’s Hot Spring Hotels. Tourism Management, Vol 40: 260-272
Lovelock, Chirstoper and Johan Wirtz. 2011. Service Marketing.New Jersey USA: Pearson
Nadiri, H., dan Hussain, K. 2005. Diagnosing the zone of tolerance for hotel services. Managing Service Quality, 15(3): 259-277
Parasuraman, A., Leonard L. Berry dan Valerie A. Zeithaml. 1994. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based onPsychometric and Diagnostic Criteria. Journal of Retailing, Vol. 70, No. 3: 201-230
Parasuraman, A. 2004. Assessing and improving service performance for maximum impact: insights from a two-decade-long research journey. PerformanceMeasurement and Metrics, Vol. 5, No. 2: 45-52
Ramadass, A., dan Swarnalatha, C. 2013. Study on Service Quality and Zone of Tolerance of Customer in BSNL, Madurai. International Journal of Sales and Marketing Management, Vol. 3(1): 45-52
Sekaran, Uma. 2000. Research Methods for Business: A Sklil Building Approach.Third Edition. John Wiley & Sons, Inc. New York.
Shahin, A., dan Samea, M. 2010. Developing the Models of Service Quality Gaps: A Critical Discussion. Business Management and Strategy, Vol. 1, No. 1:E2
Tjiptono, Fandi. 2004. Strategi Pemasaran. Yogyakarta: Andi Offset.Trisnawati, Juliani.D., Andajani, E., dan Setyawan, B. Descriptive Study of The Zone of Tolerance of Cell Phone Card Service in Surabaya. Manajemen & Bisnis, Vol.9(1).
Yap, K.B ., dan Sweeney, J.C. 2007. Zone-of-tolerance moderates the service quality-outcome relationship. Journal of Service Marketing, Vol. 21(2): 137-148
Zeithaml, Valerie A., Leonard L. Berry., dan A. Parasuraman. 1993. The Nature and Determinants of Customers Expectations of Service. Journal of the Academy of Marketing Science, Vol. 21(1): 1-12
Zeithaml, V.A., and Bitner, M.J. 2006. Services Marketing6th ed. New York: McGraw-Hill.
http://www.republika.co.id/berita/ekonomi/makro/16/04/14 diakses tanggal 14 September 2016
www.indonesia-investments.com diakses tanggal 14 September 2016
www.techno.okezone.com diakses tanggal 14 September 2016
http://wartaekonomi.co.id/read/2016/02/29 diakses tanggal 14 September 2016
www.telkomsel.com diakses tanggal 15 September 2016
https://id.wikipedia.org/wiki/Telkomsel diakses tanggal 15 September 2016
www.indosatooredoo.com diakses tanggal 15 September 2016
www.xl.co.id diakses tanggal 15 September 2016
www.inet.detik.com diakses tanggal 28 September 2016
www.wow-sea.com diakses tanggal 28 September 2016
Kuan-Yu Chen. 2014. Improving Importance-Performance Analysis: The Role of Tolerance and Competitor Performance. The Case of Taiwan’s Hot Spring Hotels. Tourism Management, Vol 40: 260-272
Lovelock, Chirstoper and Johan Wirtz. 2011. Service Marketing.New Jersey USA: Pearson
Nadiri, H., dan Hussain, K. 2005. Diagnosing the zone of tolerance for hotel services. Managing Service Quality, 15(3): 259-277
Parasuraman, A., Leonard L. Berry dan Valerie A. Zeithaml. 1994. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based onPsychometric and Diagnostic Criteria. Journal of Retailing, Vol. 70, No. 3: 201-230
Parasuraman, A. 2004. Assessing and improving service performance for maximum impact: insights from a two-decade-long research journey. PerformanceMeasurement and Metrics, Vol. 5, No. 2: 45-52
Ramadass, A., dan Swarnalatha, C. 2013. Study on Service Quality and Zone of Tolerance of Customer in BSNL, Madurai. International Journal of Sales and Marketing Management, Vol. 3(1): 45-52
Sekaran, Uma. 2000. Research Methods for Business: A Sklil Building Approach.Third Edition. John Wiley & Sons, Inc. New York.
Shahin, A., dan Samea, M. 2010. Developing the Models of Service Quality Gaps: A Critical Discussion. Business Management and Strategy, Vol. 1, No. 1:E2
Tjiptono, Fandi. 2004. Strategi Pemasaran. Yogyakarta: Andi Offset.Trisnawati, Juliani.D., Andajani, E., dan Setyawan, B. Descriptive Study of The Zone of Tolerance of Cell Phone Card Service in Surabaya. Manajemen & Bisnis, Vol.9(1).
Yap, K.B ., dan Sweeney, J.C. 2007. Zone-of-tolerance moderates the service quality-outcome relationship. Journal of Service Marketing, Vol. 21(2): 137-148
Zeithaml, Valerie A., Leonard L. Berry., dan A. Parasuraman. 1993. The Nature and Determinants of Customers Expectations of Service. Journal of the Academy of Marketing Science, Vol. 21(1): 1-12
Zeithaml, V.A., and Bitner, M.J. 2006. Services Marketing6th ed. New York: McGraw-Hill.
http://www.republika.co.id/berita/ekonomi/makro/16/04/14 diakses tanggal 14 September 2016
www.indonesia-investments.com diakses tanggal 14 September 2016
www.techno.okezone.com diakses tanggal 14 September 2016
http://wartaekonomi.co.id/read/2016/02/29 diakses tanggal 14 September 2016
www.telkomsel.com diakses tanggal 15 September 2016
https://id.wikipedia.org/wiki/Telkomsel diakses tanggal 15 September 2016
www.indosatooredoo.com diakses tanggal 15 September 2016
www.xl.co.id diakses tanggal 15 September 2016
www.inet.detik.com diakses tanggal 28 September 2016
www.wow-sea.com diakses tanggal 28 September 2016
Published
2018-03-01
Section
Bidang Manajemen (M)
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