MENGEVALUASI KUALITAS LAYANAN JASA DENGAN MENGGUNAKAN MODEL 4D
The management of quality service delivery tends to be focused on minimizing negative responses to product offering, rather than maximizing positive responses. The 4D model - Disconfirmation, Dissatisfaction, Dissonance, and Disaffection - is a model which views service quality from the negative per...
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| Format: | Article |
| Language: | English |
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Petra Christian University
2000-01-01
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| Series: | Jurnal Manajemen dan Wirausaha |
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| Online Access: | http://puslit2.petra.ac.id/ejournal/index.php/man/article/view/15603 |