The Effectiveness of The Quality of Service by Gokana to Customer Satisfaction
The Effectiveness of the Quality of Service by Gokana, Ramen and Teppan to Customer Satisfaction
A thesis that is purpose to ;
Mr. Orlando
To partial fulfilment of the requirement for completing methodology Subject
Created by:
Hendra (014201000032)
International Business 2010 Class 2
Chapter 1
I. Introduction
Effectiveness is the capability of producing a desire result. When something is deemed effective, it means it has an intended or expected outcome, or produces a deep, vivid impresion. The effectiveness is also the degree to which objectives are achieved and the extent to which targeted problems are solved. In contrast to efficiency, effectiveness is determined without reference to costs and whereas efficiency means “doing the right thing right,” effectiveness means “doing the right thing.”
Effectivity is a term that can, in some cases be interchangeable with the term effectiveness. The word effective is sometimes used in quantitive way, “being very effective or not very efective.” However, neither effectiveness, nor effectively inform about the direction (positive or negative) and the comparison to a standart of the given effect. Another source of confusion regarding the term efectiveness is its relationship with the term affectiveness. Due to the similiarity in the way these two words are spelled, they are often confused with each other and used incorrectly. In a simple word effective means output and efficiency means outcome.
Service quality is a comparison of expectation with performances. A business with high services quality will meet customer needs whilst remaining economical competitive. Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational process; identifying problems quickly and sistematically; establishing valid and reliable service performances measures and measuring customer satisfaction and other performances outcomes.
Service quality is
A thesis that is purpose to ;
Mr. Orlando
To partial fulfilment of the requirement for completing methodology Subject
Created by:
Hendra (014201000032)
International Business 2010 Class 2
Chapter 1
I. Introduction
Effectiveness is the capability of producing a desire result. When something is deemed effective, it means it has an intended or expected outcome, or produces a deep, vivid impresion. The effectiveness is also the degree to which objectives are achieved and the extent to which targeted problems are solved. In contrast to efficiency, effectiveness is determined without reference to costs and whereas efficiency means “doing the right thing right,” effectiveness means “doing the right thing.”
Effectivity is a term that can, in some cases be interchangeable with the term effectiveness. The word effective is sometimes used in quantitive way, “being very effective or not very efective.” However, neither effectiveness, nor effectively inform about the direction (positive or negative) and the comparison to a standart of the given effect. Another source of confusion regarding the term efectiveness is its relationship with the term affectiveness. Due to the similiarity in the way these two words are spelled, they are often confused with each other and used incorrectly. In a simple word effective means output and efficiency means outcome.
Service quality is a comparison of expectation with performances. A business with high services quality will meet customer needs whilst remaining economical competitive. Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational process; identifying problems quickly and sistematically; establishing valid and reliable service performances measures and measuring customer satisfaction and other performances outcomes.
Service quality is