scholarly journals SERVICE EXCELLENCE

2018 ◽  
Vol 4 (02) ◽  
pp. 67-74
Author(s):  
ANI FAUJIAH
Keyword(s):  
Quality Service ◽  
Internal Customer ◽  
Service Excellence ◽  
External Customer ◽  
Training Service

Dunia bisnis saat ini membutuhkan sumber daya manusia yang berkualitas. Cepat atau lambat, disadari atau tidak disadari sekarang, ternyata penggerak perusahaan adalah sumber daya manusianya. Dan salah satu indikator keberhasilan SDM adalah tingkat kualitas pelayanan. Pelayanan terhadap pelanggan (external customer) dan tentu saja pelayanan terhadap sesama rekan kerja, pimpinan atau staff di bawah (internal customer). Saat ini persaingan lembaga keuangan tidak hanya bertumpu pada produknya saja, melainkan bertumpu pada pelayanan yang disediakan. Hal ini dikarenakan dalam usaha lembaga keuangan konvensional maupun syariah berusaha mengemas sedemikian rupa dalam menjual produk maupun jasanya agar dapat menarik nasabah, maka dalam sebuah usaha lembaga keuangan pelayanan prima menjadi prioritas utama dalam kegiatan operasionalnya, sehingga mampu bertahan dalam iklim persaingan yang ketat. Tingkat kepuasan pelanggan sangat mempengaruhi kesuksesan sebuah perusahaan, maka dari itu diperlukan keterampilan dalam pelayanan terhadap pelanggan. Munculnya Training yang dirancang untuk membantu para peserta memiliki teknik, strategi, kreatifitas dan keterampilan dalam bersikap dan berperilaku guna menciptakan pelayanan yang prima, adalah salah satu meningkatkan pelayanan dalam sebuah perusahaan. Training Service Excellence adalah metode untuk menjadikan setiap pribadi memberikan quality service yang terbaik tulus dari hati. Hal ini akan menjadi investasi yang sangat berharga, karena masalah terbesar dari pelayanan adalah melayani tulus dari hati. Dan pelayanan yang tulus bukanlah sekedar teknik melayani, bukan juga sekedar mindset yang berupa pengetahuan, tapi 90% adalah kondisi mental pikiran bawah sadar yang bebas dari emosi negatif. Salah satu cara dalam menciptakan dan mempertahankan hubungan yang baik dan harmonis dengan para kolega dan pelanggan adalah dengan melakukan konsep pelayanan prima berdasarkan A3 (attitude, attention, dan action). Pelayanan prima berdasarkan konsep A3, artinya pelayanan yang diberikan kepada pelanggan dengan menggunakan pendekatan sikap (attitude), perhatian (attention), dan tindakan (action). Konsep pelayanan prima berdasarkan A3 inilah yang akan membentuk desaian layanan prima di lembaga keuangan syariah.

The “service excellence chain”: an empirical investigation in the healthcare field

2020 ◽  
Vol 32 (6) ◽  
pp. 1623-1663
Author(s):  
Roberta Guglielmetti Mugion ◽  
Flaminia Musella ◽  
Laura Di Pietro ◽  
Martina Toni
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Healthcare Sector ◽  
Equation Modeling ◽  
Original Research ◽  
Organizational Improvement ◽  
Content Type ◽  
Service Excellence ◽  
Synthetic Index ◽  
External Customer

PurposeThe linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research model, the service excellence chain (SEC), that connects the internal and external perspectives by conjoining performance-excellence models and the service-profit-chain approach. Theoretical assumptions and quantitative measures are proposed by using advanced statistical techniques.Design/methodology/approachThe SEC is investigated through an empirical study in the healthcare sector, focusing on an Italian hospital and involving two of its core units. Qualitative and quantitative approaches were used. First, internal and external customer satisfaction were separately tested through structural equation modeling. The linkage between internal and external satisfaction is then proposed by mathematically defining a synthetic index, the internal and external customer satisfaction index (IEGSI), modeled through Bayesian networks (BNs) and object-oriented BNs to provide an overall measure able to predict organizational improvement.FindingsThe distinct measured models show good internal validity and adequate fit both for patients' and employees' perspectives. The IEGSI allows rigorously connecting internal and external satisfaction by developing conjoint scenarios for organizational improvement.Originality/valueThis study proposes the SEC model as an innovative way to connect internal and external satisfaction. The findings can be useful both for private and public organizations and may provide several useful insights for healthcare managers as well as for policy-makers in relation to developing strategies for improving service quality.

Critical incidents of quality orientation in lower and middle management

2016 ◽  
Vol 28 (5) ◽  
pp. 734-744 ◽  
Author(s):  
Ina Heine ◽  
Robert Schmitt ◽  
Patrick Beaujean
Keyword(s):  
Critical Incident ◽  
Critical Incidents ◽  
Customer Focus ◽  
Extensive Literature ◽  
Expert Group ◽  
Content Type ◽  
Internal Customer ◽  
Business Results ◽  
Management Behaviour ◽  
External Customer

Purpose – The purpose of this paper is to present research about identifying critical management behaviour regarding quality orientation in organisations. Design/methodology/approach – In order to describe how quality orientation is manifested in management behaviour, the critical incident technique was chosen. First, quality orientation was defined based on an extensive literature review. Then, critical incidents that represent a behavioural manifestation of each dimension were derived through a deductive approach. Lastly, an expert group consisting of scientists and practitioners were asked to categorise the critical incidents and evaluate their practical relevance and completeness. Findings – The results show that the construct quality orientation is related to the five variables internal customer focus, external customer focus, continuous improvement orientation, systems-thinking perspective, and data-driven. For each variable four critical incidents were developed and evaluated by the expert group. Analyses of the data show fair agreement between the raters with an overall agreement index of 0.38. Originality/value – The results of the present study can be used to support managers in understanding and practising behaviour critical to organisation-wide quality and thereby improving working conditions as well as business results.

scholarly journals Pemetaan aan Strategi Peningkatan Kualitas Layanan Jasa Wisata Taman Air Panas Darajat Pass Garut

2013 ◽  
Vol 11 (1) ◽  
pp. 10-18
Author(s):  
Fahmi Mulya Azis ◽  
◽  
Andri Ikhwana ◽  
Rina Kurniawati
Keyword(s):  
Quality Of Service ◽  
Direct Evidence ◽  
Tourism Development ◽  
Quality Service ◽  
Service Excellence ◽  
Public Facilities ◽  
Performance Matrix ◽  
Development Approach

This research will be done in Wisata Taman Air Darajat Pass Garut (DP) by spreading questionnaire customers and an interview with the owner and manager staff Electoral Area. Questionnaire consists of 25 questions which represents 5 dimensional quality of service that is direct evidence (Tangibel), reliability (reliability), tanggap (responsiveness), guarantee (assurance), and empathy (empathy). The methods used in the course of research is the method servqual and importance Performance matrix (IPM) and tourism development approach with the draft strategy the increase tourism. From 75 respondents who said that get quality of service that there are 9 is already a good and 5 that they feel it is not yet satisfying, especially in reliability (reliability) of employees to customers who have a problem when he was in the DP Area. Based on the analysis of the draft strategy tourism development, a strategy to improve the quality service excellence as well as to create services that can be used is a strategy usability comparing with the concept that has been there tourism in garut and by adding facilities such as therapy, hot spa body, and public facilities such as money charger.

scholarly journals 5S´s una herramienta de calidad para la mejora del desempeño operativo: Un estudio en las empresas de la cadena automotriz de Nuevo León

2017 ◽  
Vol 6 (12) ◽  
Author(s):  
Armandina Rodarte ◽  
Mónica Blanco
Keyword(s):  
Waste Management ◽  
Key Words ◽  
Quality Standards ◽  
Operational Performance ◽  
Nuevo Leon ◽  
Internal Customer ◽  
Performance Variables ◽  
Nuevo León ◽  
External Customer

Key words: 5S´s, automotive chain, operational performance, qualityAbstract. This study, presented the findings in medium and large companies who have implemented de Japanese 5S´s methodology and the effects caused in the operational performance variables: ecological waste management, secure facilities in the company, image with the internal customer, increased quality standards, increased productivity, fewer accidents, external customer image and reduced the amount of rework.Palabras clave: 5S´s, cadena automotriz, calidad, desempeño operativoResumen. El estudio, presenta los hallazgos encontrados en las empresas medianas y grandes que han implantado la metodología japonesa de 5S´s y los efectos que ocasiona dicha implementación en las variables del desempeño operativo : manejo ecológico de desperdicios, instalaciones seguras en la empresa, imagen con el cliente interno, incremento en los estándares de calidad, incremento de la productividad, disminución del número de accidentes,imagen con el cliente externo y disminución de la cantidad de reproceso.

Satisfaction of Internal Customer in Higher Education- A Case Study of Jharkhand

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Praveen Srivastava
Keyword(s):  
Higher Education ◽  
Work Life ◽  
Work Life Balance ◽  
Satisfaction With Life Scale ◽  
Scale Model ◽  
Satisfaction Level ◽  
Life Balance ◽  
Internal Customer ◽  
Internal Customers ◽  
External Customer

Academician can be considered as internal customers of any educational institute and students can be considered as their external customers. Higher satisfaction level of internal customer will in turn result in higher satisfaction of external customer. This higher satisfied external customer are students with better understanding and broader vision. Alternatively, unsatisfied internal customer means academician who are not satisfied with their profession or life. Hence, the teaching-learning process will be hampered as an unsatisfied academician will fail to give his/her 100 percent in the process. Satisfaction can be achieved, if the academician have a better work-life balance. Work-life balance can be defined as satisfaction and good functioning at work and at home with a minimum role conflict. On this backdrop, the present research paper is an attempt to find satisfaction level of internal customer in higher education i.e. academician in Jharkhand with the help of Satisfaction with life scale model of Diener, Emmons, Larsen & Griffon (1985).

Quality of Work/Life and Service Quality

2016 ◽  
pp. 1803-1828
Author(s):  
Ritu Narang ◽  
Smita Singh
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Service Sector ◽  
Work Life ◽  
Quality Of Work Life ◽  
Internal Customer ◽  
Quality Of Work ◽  
Internal Customers ◽  
External Customer

The chapter focuses on how service quality can be improved by helping the internal customers to improve/enhance the quality of their work/life. Employees play a very significant role in service delivery. To achieve any kind of success in service improvements/innovations the role of employees assumes great significance. It is increasingly being accepted that the nature of services makes them intangible, perishable, heterogeneous, and inseparable. This puts the responsibility of delivering value to the customers on the employees who are directly interacting with them. The competence and attitude of the employee who is the “internal customer” and delivers the services to the external customer is of paramount importance. Service delivery is increasingly becoming the anchor stone due to increase in intensity of competition in the services sector. Since it is the employee who alone can provide this differentiating competitive edge, it is important to understand those factors that operate in an internal customer's work and life and can impact his delivery in the service sector. This chapter seeks to explore the relationship between the quality of work/life of the “internal customer” and the quality of services delivered to the “external customer.”

scholarly journals Pengaruh Pemasaran Internal dan Kualitas Layanan Internal Terhadap Kepuasan Pelanggan Internal (Studi Pada Industri Kepariwisataan di Daerah Istimewa Yogyakarta)

2016 ◽  
Vol 17 (3) ◽  
pp. 17
Author(s):  
Jumadi Jumadi
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Internal Marketing ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Internal Quality ◽  
Analysis Tool ◽  
Quality Service ◽  
Internal Customer ◽  
Internal Customers

<em>The aim of this research is to investigate the implication of internal marketing and internal service quality effectivity towards internal customer satisfaction in Tourism Industry in Yogyakarta Special Territory. This internal marketing studyinvolves variables of motivation and reward system, effective communication, effective employee's selection, effective recruitment, effective development, effective support system, and healthy work environment. While the internal quality service aspects that will be examined in this study are: tangible, emphaty, responsiveness, reliability and assurance, and then their influences on internal customer satisfaction would be analyzed.The sample size is 210 respondents,which is determined using purposive sampling method. The main instrument for data collection in this study is through questionnaire. The analysis tool used to examine the hypothesis of the study is Structural Equation Modeling using AMOS Version 20.0 Software. The result of the study shows that: Internal marketing and internal quality service significantly influence internal customers satisfation. However, the internal quality service influence the internal customers satisfaction more significantly. Therefore the managers in tourism industry should improve the internal marketing more than the internal quality service.</em>

scholarly journals What Should be Known to Conduct in the Travel Industry? Extending to Knowledge-based View

2015 ◽  
Vol 2 (1) ◽  
pp. 97-101
Author(s):  
Kuan-Yang Chen
Keyword(s):  
Customer Relationships ◽  
Future Research ◽  
Competitive Response ◽  
Market Knowledge ◽  
Internal Customer ◽  
Knowledge Based ◽  
External Customer ◽  
And Performance ◽  
Travel Industry ◽  
And Behavior

The purpose of this study is to explore what market knowledge of the travel industry involves. Although there has been consensus that market knowledge is drawn from the market orientation theory, little insight into the nature and issue of market knowledge from the knowledge-based view is identified. Thus, our aim is to fill this gap in the market knowledge of tourism literature. To this end, this study adopts the discovery-oriented approach of qualitative study to delineate the domain of the market knowledge construct in the travel industry setting.The study interviewed two companies and summarized four categories of 4C market knowledge: Knowledge of external customer (customer) including customer profile, traveler’s psychology and behavior, and customer relationships management; internal customer (employee) including employee equity, workforce management, and performance control; competitor, including competitive status and competitive response; and partner client (supplier and distributor), including partners’ characteristics and supply chain management. This study provides operational definitions and a legible framework of market knowledge for directing future research.

Tourism services quality (TourServQual) in Egypt

2006 ◽  
Vol 13 (4) ◽  
pp. 469-492 ◽  
Author(s):  
Mohammed I. Eraqi
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Services Quality ◽  
Research Paper ◽  
Business Environment ◽  
Total Quality ◽  
Content Type ◽  
Internal Customer ◽  
External Customer ◽  
Tourism Services

PurposeThis research paper aims is to evaluate the customer's views related to tourism quality in Egypt. It attempts to measure the extent to which tourism business environment is creative and innovative as necessary conditions for internal customer satisfaction.Design/methodology/approachThe objectives of this research have been achieved through reviewing a number of literatures in the fields of services quality management and tourism quality measurements. The paper's outcomes have been obtained through two surveys, one to measure the satisfaction of the internal customer (employees) and the second to measure the external customer satisfaction (tourists).FindingsThe main conclusions of this research paper are: quality can be considered as a philosophy for guiding tourism organization/destination when taking decisions related to tourism services; tourism business environment in Egypt does not support the internal customer satisfaction because the absence of a suitable system for encouraging people to be creative and innovative; and in the area of the external customer satisfaction there is still a need for things to be done such as the environmental conditions improvements, internal transport quality enhancement, increasing people awareness, and improving the level of safety and security conditions.Research limitations/implicationsThere is a number of limitations which faced this paper research they are: the sample size is small, compared with the size of total population, that was reflected on the level of reliability of the research results; and the limited time allowed to the respondents was reflected on the validity of the research outcomes, because they interviewed at the last time of their journey by the time they are ready for departure.Practical implicationsA useful source of information about total quality management (TQM) and how practitioners can measure it. It provides wide guidelines for improving the quality of tourism services in total manner in Egypt.Originality/valueThis paper provides useful information that are needed for tourism services quality improvement. It offers a practical help to tourism planners and marketers in Egypt to understand the concept of TQM and how they can improve their services continually.

scholarly journals KEPUASAN PELANGGAN INTERNAL TERHADAP PELAYANAN LABORATORIUM KLINIK

2020 ◽  
Vol 10 (2) ◽  
Author(s):  
Destu Satya Widyaningsih ◽  
I Wayan Kurniawan
Keyword(s):  
Customer Satisfaction ◽  
Clinical Laboratory ◽  
Laboratory Unit ◽  
Cross Sectional ◽  
Laboratory Service ◽  
Internal Customer ◽  
Internal Customers ◽  
Laboratory Services ◽  
External Customer ◽  
Cross Sectional Design

Gamping Sleman yang mengedepankan pelayanan prima kepada pelanggan eksternal atau internal. Pelayanan kepada pelanggan eksternal lebih sering diperhatikan dan dilakukan penelitian dibandingkan pelayanan kepada pelanggan internal yang masih sering diabaikan serta berdasarkan hasil observasi pada tanggal 24 Januari 2019 di laboratorium klinik RS PKU Muhammadiyah Gamping Sleman pengukuran kepuasan pelanggan internal belum pernah dilakukan penelitian. Tujuan penelitian ini adalah untuk mengetahui kepuasan pelanggan internal terhadap pelayanan laboratorium di RS PKU Muhammadiyah Gamping Sleman. Jenis penelitian ini menggunakan desain penelitian deskriptif kualitatif menggunakan pendekatan cross sectional. Populasi  pada penelitian ini adalah dokter yang bertugas di RS PKU Muhammadiyah Gamping Sleman yaitu sebanyak 49 dokter. Teknik pengambilan sampel pada penelitian adalah dengan Accidental sampling sebanyak 20 dokter yang bertugas di RS PKU Muhammadiyah Sleman. Analisa data dengan menggunakan rumus yang tercantum dalam pedoman umum penyusunan indeks kepuasan masyarakat unit pelayanan instansi pemerintah. Hasil penelitian didapatkan bahwa Kepuasan Pelanggan Internal Terhadap Pelayanan di Laboratorium Klinik RS PKU Muhammadiyah Gamping Sleman mendapatkan hasil penilaian sebesar 98.5 dengan kategori A yang mengandung arti sangat memuaskan.Kata Kunci: Kepuasan, pelanggan internal, layanan laboratorium.  ABSTRACTThe clinical laboratory unit belongs to one of the supporting health services at the PKU Muhammadiyah Gamping Hospital which aims to provide excellent service to both external and internal customers. External customer satisfaction is more commonly evaluated compared to that of internal customers. According to the preliminary observatory study, internal customer satisfaction has never been evaluated previously at the PKU Muhammadiyah Gamping Hospital. Current study aims to evaluate internal customer satisfactory rate with clinical laboratory services at the PKU Muhammadiyah Gamping Hospital. The descriptive study was conducted by using cross sectional design in 49 medical doctors of PKU Muhammadiyah Gamping Hospital. Accidental sampling method was used in determining the 20 final respondents. Data analysis was performed according to the standard index on measurements of satisfactory rate in government institutions. The study demonstrated high satisfactory rate of 98.5, of which belonged to very satisfied under category A.Keywords: satisfaction, internal customer, laboratory service

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