Main Article Content
Abstract
Carter model is a quality service dimension developed by Parasuraman et al to measures service quality which covers Assurance, Reliability, Tangible, Empathy and Responsiveness. The research subject was a syariah company, therefore Compliance dimension is exercised. The instruments applied to measure service quality is questioner in Linkert scale and distributed to costumer. Due to the subjectivity contained in received questioner answers, Fuzzy is utilized to transform it into a quantitative value as an input for Servqual. Thus, servqual is applied to calculate the gap between customer expectations and perceptions of the service offered. By practicing Cartesian diagram, the attributes need to be addressed were attained. The largest gap is in the attribute called “Promised service time” in Reliability dimension with 0.556.
Article Details
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).