Create Loyal Customer through productivity and Quality

Reference :

• Principles of Service Marketing and Manegement( Lovelock and Wright )

• International Journal of Services Industry Management vol 7, no 5 dan vol 9 no 4

• Managing Customer Value ( Bradley . T Gale )

Credo :

“ Focus on productivity and quality as perceived by customers is critical to a firm’s long term financial succes “

Quality Gaps :• The knowledge gaps• The System Gaps• The Process Gaps • The standard gaps• The delivery gaps• The internal

communications gaps

• The perceptions gaps

• The interpretation gaps

• The Product and service gaps

Building a Quality Information System

• Post Transaction surveys

• Total market surveys

• Mystery Shopper• New, declining and

former customer surveys

• Focus Group• Employee fields

reporting

Productivity :

Value of Output vs Value of Input

It needs :• Consistency• Value added• Improvement• Managing process and cost• Service Productivity :• Quantity and quality of

OUTPUT dibagi denganQuantity and quality of INPUT

Value Creation

• Improve our quality• Improve our

productivity will give

More Value for Customer

and customer will transform into Loyal Customer

Thank you