Kamis, 25 November 2010

COMPETITIVE ADVANTAGE ASPEK SERVICE QUALITY, SATISFACTION, TRUST, REPUTATION, DAN CUSTOMER LOYALTY

Jasa Logistik PT Pos Indonesia (Persero)

Oleh : Kanaidi, SE., M.Si dan Suparno Saputra, SE., MM
Manajemen Pemasaran, Politeknik Pos Indonesia

(Dipublikasi : The 4th PPM National Conference on Management Research Jakarta, 25 November 2010, ISSN: 2086-0390, hal. 1-15)

ABSTRAK
Penelitian ini bertujuan untuk mengetahui tanggapan konsumen tentang keunggulan bersaing aspek kualitas pelayanan (service quality) PT. Pos Indonesia (Persero), kepuasan konsumen (customer satisfaction), kepercayaan konsumen (customer trust), citra atau reputasi perusahaan (corporate reputation), dan loyalitas konsumen (customer loyalty) jasa Logistik PT. Pos Indonesia. Penelitian ini dilakukan terhadap 1.500 pengguna jasa Logistik PT. Pos Indonesia sebagai sampel penelitian. Data primer didapat melalui observasi, wawancara, dan kuesioner yang validitas dan reliabilitasnya telah diuji terlebih dahulu.
Data yang didapat dianalisis menggunakan metode analisis deskriptif untuk mengetahui tingkat kualitas pelayanan (service quality) PT. Pos Indonesia (Persero), kepuasan konsumen (customer satisfaction), kepercayaan konsumen (customer trust), citra atau reputasi perusahaan (corporate Reputation), dan loyalitas konsumen (customer loyalty), serta analisis verifikatif dengan menggunakan metode analisis jalur dan uji hipotesis untuk menilai besarnya pengaruh (service quality), kepuasan konsumen (customer satisfaction), kepercayaan konsumen (customer trust), citra atau reputasi perusahaan (corporate Reputation), terhadap loyalitas konsumen (customer loyalty).
Berdasarkan hasil penelitian didapati bahwa dari hasil analisis statistik deskriptif dan pengkatagorian penilaian mengenai kinerja pelayanan (service quality) Jasa Logistik PT. Pos Indonesia dapat diketahui bahwa seluruh dimensi service quality umumnya berada pada katagori penilaian baik. Kepuasan pengguna jasa logistik PT. Pos Indonesia sudah termasuk dalam kategori memuaskan. Tingkat trust jasa Logistik PT. Pos Indonesia termasuk dalam kategori sudah dipercaya oleh pengguna jasa. Pengguna jasa Logistik PT. Pos Indonesia sudah termasuk dalam kategori loyal. Dari hasil pengujian hipotesis secara simultan, Service quality, Satisfaction, Trust, dan Reputation berpengaruh signifikan terhadap Loyalty
Kata kunci : Service quality, Customer satisfaction, Customer trust, Corporate reputation, dan Customer loyalty.

1. PENDAHULUAN
1.1. Latar Belakang
Pelayanan kepada konsumen dengan mengedepankan kualitas telah menjadi fokus perhatian setiap pelaku bisnis, terlebih lagi dalam era industri yang semakin kompetitif. Vincent Gaspersz, (1997) menegaskan bahwa untuk memenangkan kompetisi, pelaku bisnis harus memberikan perhatian penuh kepada kualitas, hal ini karena kualitas akan memberikan dampak positif kepada bisnis, yaitu dampak terhadap biaya produksi dan pendapatan. Pernyataan tersebut sangat beralasan mengingat setiap perusahaan . . . . . . .

Fandy Tjiptono dan Gregorius Chandra (2005) mengungkapkan “keunggulan pelayanan dibentuk melalui pengintegrasian empat pilar yang saling berkaitan erat: kecepatan, ketepatan, keramahan, dan kenyamanan pelayanan”.

Carlos Flavian, Miguel Guinaliu dan Eduardo Torres, (2005) dalam penelitiannya terhadap pengguna jasa internet berkaitan dengan pengaruh image terhadap customer trust menempatkan tiga dimensi pelayanan yang dapat membentuk Reputation, yaitu; komitment perusahaan dalam memenuhi janjinya dalam memberikan pelayanan, pandangan konsumen bahwa perusahaan memiliki reputasi yang baik dalam memberikan pelayanan, dan jika dibandingkan dengan pesaing, perusahaan memiliki reputasi yang lebih. . . . . .

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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Sabtu, 06 November 2010

PTS Harus Tingkatkan Kualitas Pelayanan


Peningkatan kualitas pelayanan kepada mahasiswa merupakan sarana promosi terbaik bagi perguruan tinggi swasta (PTS) di tengah atmosfer persaingan yang makin ketat.
Menurut Rektor Universitas Pasundan (Unpas) Didi Turmudzi, masyarakat sekarang sudah jeli dalam memilih perguruan tinggi baik negeri maupun swasta. Mereka tahu persis kualitas setiap perguruan tinggi dari pelayanan yang diberikan. "Untuk itu promosi gencar tidak akan terlalu berarti tanpa peningkatan kualitas sarana dan pelayanan yang signifikan" (Pikiran Rakyat.Online,  Rabu : 23 Juni 2010).

Kualitas dan pelayanan merupakan hal utama yang perlu mendapat perhatian PTS. "Sekarang ini yang harus dipikirkan adalah ,,,, baca selengkapnya (http://www.pikiran-rakyat.com/node/116456)
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Jumat, 05 November 2010

Service Quality And Customer Loyalty In A Chinese Context: Does Frequency Of Usage Matter?

by : Mandy Lei and Lancy Mac
(ANZMAC 2005 Conference: Services Marketing, pp. 138-145)

Abstract
It is commonly known that good quality service results in long-term customer loyalty (Zeithaml et al, 1996). This study seeks to investigate the relationship between service quality and customer loyalty in the context of Macau, a small city in South China. Based on an empirical study of 387 valid responses, it is found that tangibles, assurance, empathy and responsiveness are important determinants of customer loyalty in the transport service sector.
Besides improving service quality, the public bus service providers should also consider offering differentiated service as it is found that frequency of usage of bus services does moderate the relationship between service quality and customer loyalty. A differentiated offer which meets high and low frequency users’ preferences will improve the overall customer loyalty and thus ensure long term profitability.
Keywords: service quality, customer loyalty, differentiation strategy

Background
Maintaining customer loyalty is one of the essential elements determining a company’s success or failure (Philips et al., 1983; Zeithaml et al., 1985; Reichheld & Sasser, 1990). Hence, companies strive to build good relationship with their customers. In addition, providing superior quality service is a critical factor in improving profitability (Reichheld & Sasser, 1990; Ghobadian et al., 1994). On the contrary, poor service quality is one of the main reasons why customers switch to competitors (Philips & Hazlett, 1997).
Therefore, long-term success of a service company is essentially determined by its ability to acquire and maintain a large and loyal customer base (Wong & Sohal, 2003). Developing and maintaining customer loyalty or creating long-term relationship with customers is the key to survival and growth of service firms (Duff, 1998; Griffin, 1995; Kandampully, 1988; Reichheld, 1996). The relationship between customer loyalty and service quality has been widely investigated (Oliver, 1980; Bearden & Teel, 1983; Zeithaml et al., 1996) and many found strong positive relationship between the two (Yi, 1991; Anderson & Sullivan, 1993; Boulding et al., 1993).....

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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Service loyalty: The effects of service quality and the mediating role of customer satisfaction

by : Albert Caruana
Published by : European Journal of Marketing; 2002; 36, 7/8; ABI/INFORM Global)

Abstract

Customer Satisfaction
Service Quality ----------------------------------------------> Customer Loyalty



Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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DEREGULATION AND PRIVATISATION IN THE SERVICE SECTOR

by : Lens H0j, Toshiyasu Kato and Dirk Pilat
(Published by : OECD Economic Studies, No. 25, /995/11)

INTRODUCTION 
Since the early 1980s, structural reform programmes have been implemented in all OECD countries. Although varying in scale and scope, a common aim of these reforms was to improve overall economic efficiency and flexibility, hence enhancing the adaptability of firms and markets in the face of major economic shocks. Thus,
reforms were at least partly based on the assessment that previous regulatory regimes adversely affected the ability of economies to adapt (OECD, 1994). Given its large and growing share of OECD output and employment, the service sector has increasingly become the focus for structural reform programmes.
While trade is crucial in shaping competition for manufactured goods, many services are not exposed to a high degree of external competition. Therefore, deregulation and privatisation are the key to shaping competition for services and the main elements of structural reform. Even if services are exposed to international competition, domestic producers often tend to have strategic advantages over foreign competitors, such as closeness to the market or a dominant market position.
In addition, since services are often produced on the same place as they are consumed, international competition in services depends in many cases on the establishment of outlets in each specific market. In itself, this may create an entry barrier, to the extent that there are constraints on foreign direct investment.
The character of competition differs between service sectors. They tend to be either highly fragmented or concentrated into natural monopolies or oligopolistic markets (Oliveira-Martins, 1994; EC, 1993). Examples of fragmented service sectors are retailing, restaurants, road transport and professional and personal services.
These sectors are typically characterised by atomistic or monopolistic competition, althaugh the nature of  competition can be affected by government regulations, or rules imposed by professional organisations and associations. Public utilities, communication and railways are generally characterised by oligopolistic (segmented) market structures, due to high sunk costs - resulting from the need to invest in infrastructure - economies of scale or network externalities. In some' cases, a "natural" monopoly may exist, partly arising from network externalities, and governments have in the past often created public monopolies to avoid abuse of market power, limit inefficient entry' or ensure universal access to networks.
This paper discusses some of the available evidence on the impact of regulatory reforms and privatisation in enhancing competition in the E service sector. Because aggregated (or macro) measures of performance in the service sector tend to be somewhat unreliable, inter alia because of well-known measurement problems, the focus here is on micro-based data. The first section discusses some of the broad trends in regulation and deregulation. The second section first discusses the impact of regulations in fragmented sectors, focusing on distribution, construction and road transport. In these sectors, regulatory reform of entry barriers should in principal ensure sufficient competition, so competition policy is only seldom required to prevent anti-competitive conduct. The second part of this section discusses the impact of regulation and public ownership in segmented sectors, primarily focusing on the experience of telecommunications and airlines. In these sectors, regulatory reform generally needs to be accompanied by competition policy, to ensure that incumbents do not abuse their market power and that competition is actually enhanced following deregulation. The final section discusses changes in the overall regulatory

 Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si*(Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). 
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
*Profil Lengkap, lihat (click) di sini

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Customer Determinants of Perceived Service Quality in a Business to Business Context : A Study within the Health Services Industry

by : Dr Lesley White and Mark Galbraith BCom (Hons)
(Published by : ANZMAC 2000 Visionary Marketing for the 21st Century: Facing the Challenge)

Abstract
Achieving and maintaining customer-perceived service quality is regarded as essential strategy for the successful provision of overall customer satisfaction and customer retention in today’s competitive environment (Parasuraman, Zeithaml, and Berry 1985, 1990; Reichheld & Sasser 1990). The measurement of perceived service quality is commonplace in service industries today as it is considered fundamental for the long term survival of service providers (MacStravic 1997). This research aimed to measure and evaluate the determinants of perceived service quality within the business markets of a health care service provider. The study examines the dimensions of perceived service quality included in the SERVQUAL model as well as dimensions proposed by other researchers Interviews were conducted with decision makers from 5 private hospitals and 13 nursing homes and questionnaires were received from 44 doctors. The findings of this study show that the SERVQUAL instrument offers direction in terms of identifying important attributes associated with services in business to business contexts. However, the results of this study found that when assessing the service quality perceptions of business customers in health care settings, a more comprehensive list of attributes than the five dimensions comprising Parasuraman, Zeithaml and Berry’s (1988) SERVQUAL model and the original ten attributes of service quality as proposed by the same researchers in 1985 is required. This study unveiled thirteen attributes considered to be relevant within the business markets of the sponsoring health service provider: ‘Reliability’, ‘Responsiveness’, Competence’, ‘Commitment’, Access’, Availability’, Communication’, Understanding’, Flexibility’, Tangibles/Functionality/Technology’, Credibility/Integrity’, ‘Courtesy/Friendliness’, ‘Helpfulness/Care’.
Additionally, the research revealed existing differences between the various customer segments.

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si*(Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). 
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
*Profil Lengkap, lihat (click) di sini

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