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Service quality to improve sales performance in the certification industry: a case study of PT XYZ

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Service quality is one of the key factors in determining the success or failure of any industry. In order to gain and sustain competitive advantage in the rival-driven iso 9001 certification market, it is essential for the certification service provider to understand in depth what customer perceives to be the key dimensions of service quality and the impacts of this on the customer?çös perceived overall service quality, customer satisfaction, and customer value. This study investigated the influence of service quality dimensions and customer satisfaction, customer value and its impact on sales performance at pt xyz as a certification service company. Structural equation modeling (sem) was used to multivariate techniques combining regression, factor and variance analysis to estimate the interrelated dependence relationships simultaneously. Additionally, an integrative model of perceived service, service quality, customer satisfaction, customer value, sales performance will also be tested. Samples are taken from 51 iso 9001 certified companies in jakarta, and the surrounding cities. The result showed dominant factors of service quality dimensions at pt xyz are access followed by competence, communication and responsiveness while understanding customer, tangible, courtesy, reliability, credibility and security have moderate impact. Gap analysis presented that there is still room for improvements in pt xyz with the biggest gaps between perceived and expected services were: understanding the customers followed by responsiveness, access, competence, reliability, credibility, communication and security, and courtesy and tangibles. Finally, amos results demonstrated the relationships between service quality and customer value, and service quality and customer satisfaction have been proven positively as well as the effect of service quality on the sales performance.

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Availability

M00256

(wh)

Available

Detail Information

Series Title

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Call Number

256

Publisher

: Swiss German University., 2013

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

MBA

Specific Detail Info

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