PENERAPAN PELAYANAN PRIMA SEBAGAI UPAYA MENINGKATKAN KEPUASAN PELANGGAN DI POLITEKNIK MANUFAKTUR NEGERI BANDUNG
##plugins.themes.bootstrap3.article.sidebar##
##plugins.themes.bootstrap3.article.main##
Abstract
Excellent service is one among indicators of both private and public institution performance. A productive institution is the one able to provide services in favor of its main customers or clients. The demand of excellent service is not only directed to
private institutions but also public institution. POLMAN Bandung as a public institution always tries to upgrade its service quality in order to enhance its customers’ satisfaction.
##plugins.themes.bootstrap3.article.details##
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-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
- Authors can 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 acknowledgment 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) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
Devry. 1994. Good Service Is Good Business. Practice Hall.
Australia.
Fisip UI. 1994. Jurnal Ilmu Administrasi dan Organisasi.
Nomor 3. Jakarta.
Hopson, Barrie & Scally Mike. 1991. 12 Step to Success
Through Service. Lifeskills Communication Ltd.
Lukman, Sampara. 1999. Manajemen Kualitas Pelayanan.
STIA-LAN Press. Jakarta.
Macaulay, Steve & Cook Sarah. 1993. How to Improve
Your Customer Service (Eds.,) Indonesia. 1997. Kiat
Meningkatkan Pelayanan bagi Pelanggan. Gramedia.
Jakarta.
Sugiarto, Endar. 1999. Psikologi Pelayanan dalam Industri
Jasa. Gramedia, Jakarta.
Walker, Dennis. 1996. Customer First (Eds.,). Indonesia.
Mendahulukan Pelanggan. Strategi untuk
Memberikan Pelayanan Bermutu.
Wellington, Patricia. 1998. Kaizen Strategies for Customer
Care (Eds.,) Indonesia. 1998. Strategi Kaizen untuk
Kepedulian pada Pelanggan. Batam Center. Indonesia.
Yeheskel Hasenfeld. 1983. Human Service Organizations.
Printice-Hall Inc. New Jersey.
Bell, Chip R. 1996. Customers as Partners (Eds.,) Indonesia
Pelanggan Sebagai Mitra Usaha Menjalin
Hubungan Yang Abadi. Profesional Books. Indonesia.