MANAJEMEN PELAYANAN : USAHA UNTUK MENINGKATKAN KUALITAS PELAYANAN

Authors

  • Ika Ruhana Universitas Brawijaya

Abstract

A-high qualified service is a crucial problem to be solved now. The change of service paradigm from bureaucrat-oriented to society oriented should be followed with a change in the working culture reflected in customer-oriented attitude and behavior.Customer want a cheaper, better, faster, newer, and simpler service could be realized. Service management is a responsibility of every level management and employee to improve customer satisfaction. There are four activities in service management to increase service quality : planning service that costumer needs; processing data; giving service; and respecting costumer complaint. Finally, better service management can be used to increase service quality

Author Biography

Ika Ruhana, Universitas Brawijaya

Dosen Universitas Brawijaya

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Issue

Vol. 1 No. 2 (2007): Profit : Jurnal Administrasi Bisnis

Section

Articles

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