Korelasi Zone-Of-Tolerance Pada Service Quality Terhadap Customer Value Di PMK (Pemadam Kebakaran) Surabaya
ABSTRACT: The particular
service delivered by Fire Brigade in Surabaya is one of the services factory
which represents a low intensity of employee and low customer interaction/customization
that leads to an obligation of delivering good service quality from service
providers to their customers. In delivering the services, every service
providers should aimed their ultimate goal at satisfying their customers, even
if there are significant differences between what they expect and the actual
service performance, called the Zone-of-Tolerance (ZOT). In the case of
services delivered by the Fire Brigade to its customers in Surabaya, the ZOT
can be measured in several dimensions including the tangible, responsiveness,
reliability, accessibility, knowledge to customer’s values which has
significant impact to their satisfaction. Two hundred respondents were selected
using judgmental sampling resulting in 138 responses screened down to 105 valid
data (rate of 52.5%). The relationship between expectation and actual service
performance is calculated using the method of Partial Least Square (PLS), while
the differences is tested using the method of Two Independent Sample. All measurements
were conducted using the combination of SPPS ver. 16 and the support of Smart
PLS Software. Results of the test conclusively reporting that ZOT dimensions
such as tangible (in the form of physical facility of fire extinguisher
products that required to be updated) and knowledge (in the form of excellent
expertise of fire brigade employees) are delivering values to the society in
Surabaya. Unfortunately, the other dimensions such as responsiveness,
accessibility, and reliability have failed in giving such values. The concept
of ZOT that supported the customer value has significantly creating
satisfaction among the society given that the actual service performance that
needed to be improved. However, the significant differences between expectation
and actual service performance were fairly large given that there should be a
massive improvement to the future performances of services delivered by the
fire brigade.
Penulis: Diah Dharmayanti dan
Zeplin Jiwa Husada Tarigan
Kode Jurnal: jpmanajemendd100282
