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Dimensi

Reliability

Responsiveness

No
1

Kesesuaian antara tariff pecetakan dengan hasil

Ketepatan waktu buka fotokopi

Keakuratan dan kesesuaian permintaan fotokopi

Kesiapan karyawan dalam menangani keluhan


konsumen

Keandalah kualitas hasil fotokopi/penjilidan

Kemampuan
dan
kecekatan
menyelesaikan permintaan pelanggan

karyawan

Kemampuan
dan
menyelesaikan komplain

karyawan

Kecepatan tanggap karyawan dalam menanggapi


keluhan

Keramahan dan kesopanan petugas pelayanan


terhadap pelanggan

10

Kejelasan informasi
percetakan

Assurance

11
Emphaty

Tangible

Atribut

12

kecekatan

tariff

penggunaan

jasa

Kesabaran karyawan mendengarkan keluhan atau


komplain pelanggan
Karyawan memperlakukan pelanggan dengan
penuh perhatian

13

Kesediaan pemeriksaan ulang setelah perbaikan


hasil komplain atau keluhan

14

Kebersihan dan kenyamanan ruang tunggu

15

Jumlah mesin fotokopi dan kelengkapan alat

16

Tataletak ruangan yang baik

17

Karyawan berpakaian rapi dan seragam

18

Tempat parkir yang bersih, aman, dan nyaman


Unweighted Average SERVQUAL score:

Features
Kemampuan perusahaan untuk
menghasilkan layanan yang dijanjikan
(Reliability)
Keinginan perusahaan untuk merespons
keinginan pelanggan dengan cepat
(Responsiveness)
Kemampuan dan pengetahuan untuk
menyampaikan layanan yang terjamin dan
dapat dipercaya (Assurance)
Perhatian menyeluruh terhadap pelanggan
(Emphaty)
Penampilan fisik perusahaan; meliputi
kelengkapan peralatan (Tangibles)
Total:

SERVQUAL Dimension
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Average Weighted

SERVQUAL Dimension
Reliability
Responsiveness
Assurance
Empathy
Tangibles

UAL score:

Expectation
Score

Perception
Score

Gap Score

4.083

3.833

-0.250

3.667

3.667

0.000

3.197

4.167

0.970

4.000

3.167

-0.833

4.000

4.500

0.500

4.000

2.833

-1.167

4.167

3.250

-0.917

3.750

3.167

-0.583

3.917

3.167

-0.750

Average for
Dimension

0.077

-0.889

-0.792
4.083

3.250

-0.833

4.000

2.667

-1.333

4.500

2.750

-1.750

4.083

3.750

-0.333

4.083

3.917

-0.167

4.000

3.583

-0.417

3.917

3.750

-0.167

3.083

3.000

-0.083

3.750

2.250

-1.500

-1.139

-0.467

-0.642

Points
32

22

19

16
11
100

Score from Table Weighting from


Weighted Score
1
Table 2
0.077
32%
-0.889
22%
-0.792
19%
-1.139
16%
-0.467
11%
Average Weighted score:

3.789
3.972
4.000
4.194
3.767
3.945

3.867
3.083
3.208
3.056
3.300
3.303

0.02470
-0.19556
-0.15042
-0.18222
-0.05133
-0.11096

0.077
-0.889
-0.792
-1.139
-0.467
-0.642

SERVQUAL Dimension
Reliability
Responsiveness
Assurance
Empathy
Tangibles

3.789

3.867

0.077

3.972

3.083

-0.889

4.000

3.208

-0.792

4.194

3.056

-1.139

3.767

3.300

-0.467

3.945

3.303

-0.642

Sub AttachLabelsToPoints() 'Dimension variables.


Dim Counter As Integer, ChartName As String,
xVals As String ' Disable screen updating while the
subroutine is run. Application.ScreenUpdating =
False 'Store the formula for the first series in
"xVals". xVals =
ActiveChart.SeriesCollection(1).Formula 'Extract the
range for the data from xVals. xVals = Mid(xVals,
InStr(InStr(xVals, ","), xVals, _ Mid(Left(xVals,
InStr(xVals, "!") - 1), 9))) xVals = Left(xVals,
InStr(InStr(xVals, "!"), xVals, ",") - 1) Do While
Left(xVals, 1) = "," xVals = Mid(xVals, 2) Loop
'Attach a label to each data point in the chart. For
Counter = 1 To Range(xVals).Cells.Count
ActiveChart.SeriesCollection(1).Points(Counter).Has
DataLabel = _ True
ActiveChart.SeriesCollection(1).Points(Counter).Dat
aLabel.Text = _ Range(xVals).Cells(Counter,
1).Offset(0, -1).Value Next Counter End Sub

NO

Gap
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18

-0.250
0.000
0.970
-0.833
0.500
-1.167
-0.917
-0.583
-0.750
-0.833
-1.333
-1.750
-0.333
-0.167
-0.417
-0.167
-0.083
-1.500

Expectaionx1
4.083 -0.641782
3.667 -0.641782
3.197 -0.641782
4.000 -0.641782
4.000 -0.641782
4.000 -0.641782
4.167 -0.641782
3.750 -0.641782
3.917 -0.641782
4.083 -0.641782
4.000 -0.641782
4.500 -0.641782
4.083 -0.641782
4.083 -0.641782
4.000 -0.641782
3.917 -0.641782
3.083 -0.641782
3.750 -0.641782

y2
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456
3.94456

4.500

4.00
4
3.750

-2.000

Expectation-Service Gap Chart


Mean Gap Score
= -0.64178

4.500

Expectation
Score

4.5

4.167
4.083
4.083
4.083
4.083
4.000
4.000
4.000
3.917
3.917
4.000
4.0
3.750
3.750
3.667

4.000

Mean Expectation
Score = 3.94456

Nomor Atribut

3.5
3.083
-2.000

-1.000

3.0
0.000

3.197
Gap Score

1.000