Farida Jasfar
46
Service quality
This research is designed to examine the dimension of service quality, specifically applied technical and functional and functional quality in solution provider companies in Jakarta. This research also aims to determine the dimensions of service quality by comparing the SERQUAL of Parasuraman, Zeithaml and Berry (1985), Gronroos (1990), and Lapierre (1996).nThe degrees of service quality based on technical and functional quality were measured by using the Likert scale, and a data analysis method by employing confirmatory factor analysis.nThe research findings disclosed that there are significant dimensions in service quality based on technical and functional quality. For the technical quality dimension, reliability and trust are more significant than other dimensions. However, concerning the different findings functional quality dimension based on sales, and the whole variable (reliability and trust, attitude and behavior, accessibility and flexibility, and consumer participation) were significant, except the recovery variable. Finally, the functional quality dimension, based on maintenance and the whole variable (reliability and trust, attitude and behavior, recovery, accessibility and flexibility, and consumer participation) was significant. n
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