Kualiti Perkhidmatan Essay

1531 words - 6 pages

BAB 1PENDAHULUANKAJIAN KEPUASAN PELANGGAN TERHADAP KUALITI PERKHIDMATAN DI FAKULTI PENDIDIKAN TEKNIK DAN VOKASIONAL DARI ASPEK KEMUDAHAN DAN FASILITIPENGENALANRevolusi kualiti mempunyai pengaruh besar dalam sistem pengurusan sesebuah organisasi. Menurut Lagrosen & Lagrosen (2003), pengurusan kualiti sebagai konsep teori dan pengurusan praktikal telah dibangunkan dalam sektor pembuatan pada awal abad yang lalu dan kemudian barulah bidang kualiti perkhidmatan lain mula diberikan perhatian. Kualiti dalam perkhidmatan adalah sangat penting yang mana ia menjadi kayu pengukur kepada kecemerlangan dan keunggulan keseluruhan entiti perniagaan itu. Pelanggan pula merupakan medium penting dalam mengukur tahap kualiti sesebuah perkhidmatan tersebut. Menurut Buttle (1996), dalam Nur Azlinda dan Yusof Boon (2010), kualiti perkhidmatan yang ditawarkan kepada pelanggan merupakan pembeza utama antara satu organisasi dengan organisasi yang lain. Memandangkan kualiti adalah tanggapan akhir pelanggan selepas mendapat perkhidmatan, organisasi harus mengambil tindakan iaitu dengan memningkatkan lagi mutu perkhidmatan agar dapat meningkatkan tahap kepuasan pelanggan. Dalam kalangan tokoh-tokoh kualiti, kualiti juga dirujuk sebagai produk atau perkhidmatan yang ada ciri-ciri komersial (Shewart) dan memenuhu kehendak pelanggan (Crosby,Ishikawa, Deming dan Feiginbaum). Comment by kamarul: Tahun? Comment by kamarul: Tahun?Menurut Hill (1995), kualiti dan produktiviti sesebuah perkhidmatan bukan sahaja dilihat berdasarkan prestasi pembekal malahan juga berdasarkan prestasi yang ditunjukkan oleh pelanggan-pelanggannya. Organisasi yang menawarkan perkhidmatan biasanya mempunyai pelbagai strategi yang bersesuaian dengan perkhidmatan yang ditawarkan.Satu persoalan yang sering menjadi tanda tanya ialah, bagaimanakah mengukur kualiti sesuatu perkhidmatan itu? Menurut Gronroos (1983), kualiti perkhidmatan diukur berdasarkan pada tanggapan dan penilaian pengguna. Pengguna akan menilai kualiti perkhidmatan yang ditawarkan berdasarkan kepada keupayaan perkhidmatan tersebut dalam memenuhi kehendak dan keperluan pengguna. Dengan kata lain, kualiti perkhidmatan adalah abstrak (abstract) dan bersifat elusif (elusive construct). Hal ini demikian kerana sifat perkhidmatan itu sendiri yang menurut Berry (1985), mempunyai ciri-ciri tidak kelihatan (invisible), tidak boleh dipegang (intangibility), heterogen (heterogeneity) dan tidak boleh terpisah (inseperability) daripada produktiviti (productivity) dan penggunaan (consumption) yang menjadikannya unik.Kualiti perkhidmatan juga adalah sangat sinonim dengan kepuasan pelanggan, menurut Kotler dan Armstrong (1999) menyatakan bahawa kepuasan pelanggan memberi keuntungan dan nilai positif terhadap sesebuah organisasi. Dalam konteks perkhidmatan kesihatan umpamanya, sekiranya pesakit berpuas hati dengan khidmat rawatan yang diberikan, maka ini memberi nilai tambah kepada sesebuah organisasi dengan memberi pandangan yang positif kepada...

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