SERVICE QUALITY CONTROL MEASUREMENT: QUALITOMETRO II METHOD
ABSTRACT: High quality of
service is imperative for competitiveness of a service industry. In order to
provide much better service, a deeper research on quality service is a
necessity. One interesting and challenging aspect in researchin service quality
is about measuring service quality. While some methods is proposed for
measuring service quality, but every one of them did not offer satisfactory
explanation in complex problems of measuring service quality, which is the
vagueness and incompleteness in transforming linguistic explanation and scale
of one’s opinion into numerical scale. One interesting method that incorporate
the complexity and vagueness of linguistic explanation and scale into
consideration is Qualitometro II method. This method will handle information
expressed on linguistic scales without any artificial numeric scalarization and
measure and control the quality of service. An interesting study of
implementation of Qualitometro II in general medical clinic is conducted to
examine the operation and impact of the
Qualitometro II method with the assistance of a qualitometro software to ease
the complex calculation algorithm.
Result of the implementation is presented and evaluated for further study.
Keywords: service quality measurement, service quality control,
qualitometro ii method, direct linguistic scales
Author: Henry Pribadi, Rosna
Laksimon
Journal Code: jptindustrigg070004
