Abstract
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AlphaBetaGamma Sdn Bhd, an industry equipment distributor based in Klang Valley, would like to implement quality improvement program in the firm, which started with introduction of Standard Operating Procedure in soley equipment sales department first. ServQual five dimension, Tangibles, Responsiveness, Reliability, Assurance and Empathy
had been used as fundamental to assess existing service quality level provided. After first
round of personal interview flaw had been identified and SOP had been tailored and
implement. After second round of interview the comparison of perception on service quality before and after SOP is implemented is suprisingly good, which mean SOP had been succesfully to improve service quality provided by AlphaBetaGamma Sdn Bhd, further more increase on customer satisfaction index and shall further lead to customer loyalty towards case-firm.
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