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