STUDI DESKRIPTIF ZONA TOLERANSI OPERATOR SELULER DI SURABAYA
Abstract Views:
140 times
PDF - FULL TEXT Downloads:
101 times
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.
Downloads
Download data is not yet available.
References
Johnston, R. 1995. The Zone of Tolerance: Exploring the relationship between service transactions and satisfaction with the overall service. InternationalJournal of Service Industry Management, Vol. 6, No. 2: 46-61.
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)
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
