teori kualitas

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Daming (1986)

Quality is about meeting or exceeding customers’ expectations and requirements that are determined or modified trough continuous communication between customers, front-line associters, and managemen.


Juran (1995)

Provide the operating forces with the means of producing products that meet the customers needs.


Terry Nels, Stanley E (2002)

The influence of quality on customer perceptions and thereby consumption behavior has led some analysts to call

quality the single most important factor for long-term competitive success


Paulrajan, R., H. Rajkumar. (2011).

Quality as "The degree of excellence; superiority of kind; and a distinguishing attribute


Dahlgaard, Jens J. (2008).

Quality is an essential framework for any organization. The concept of meeting or surpassing customer

expectations provides the basis for the quality-driven influence within

organizations


Lofgren, Martin, Witell, Lars. (2011)

Quality means that a product meets customer needs leading to customer satisfaction, and

quality also means all of the activities in which a business engages in, to ensure that the

product meets customer needs


Shu-Mei Tseng, Pin-Hong, Wu. (2014).

quality is a measure of goodness of the product that can be defined as

fair, good, excellent.


Payne, dkk (2008)

Quality is distinct from the judgement of service quality, which refers to a judgment

about the outcome and firm’s service delivery processes


Parasuraman, Berry, and Zeithaml (1991)

Quality is the difference between customer expectations and perceptions of service.


Gro”nroos (2001)

Quality as a perceived judgment, resulting from an evaluation process where

customers compare their expectations with the service, they prerceive to have received.


Dari beberapa uraian pendapat ahli di atas tentang kualitas, saya sependapat dengan teori kualitas yang sampaikan oleh Lofgren dkk.

Menurut saya, kualiatas dapat diibaratkan sebagai “JEMBATAN” yang menghubungkan antara produsen dan konsumen. Kualitas bukan saja ditinjau dari sisi produk (barang/jasa) semata, akan tetapi kualitas juga ditinjau dari sisi manajemen dan proses. Karena sebaik apapun kualitas produk yang dihasilkan oleh produsen, bila manajemen dan proses tidak baik bai, maka hal ini juga akan menadi kendala dalam hubungan antara produsen dan konsumen. Hal ini berkaitan dengan kepuasan pelanggan (customer satisfaction).

Akan tetapi ada hal-hal yang perlu mendapat perhatian dari pendapat Lofgren dkk tersebut. Kualitas bersifat dinamis, oleh sebab itu dalam menentukan kualitas kita juga harus memperhatikan beberapa faktor, yakni :

1) Tempat (place)2) Waktu (time)3) Proses (process)4) Peralatan (equipment)


Carter, Robert. E. (2009). Will Consumen Pay for Ethical Information ?. Social Responsibility Jounal 5, No. 4:464-467.Dahlgaard, Jens J. (2008). The International Journal of Quality & Reliability Management; 25.3 : 292-315.Daming, W. E. (1986). Out of the Crisis, 2nd ed. MIT Center for Advanced Engineering Study, Cambridge. Masschusetts.Gro’nroos. C. (2004). The relationship marketing process: Communication, dalogue, and value. J. Bus. Ind. Mark. 19(2): 99-113Juran, J. M. (1995). A History of Managing for Quality, ASQC quality Press, Milwaukee, Wisconsin.Lofgren, Martin, Witell, Lars. (2011). Theory of Attractive Quality and Life

Cycles of Quality Attributes. TQM Journal. 23.2 : 235-246.


Paulrajan, R., H. Rajkumar. (2011). Service Quality and Custumers Preference of Cellular Mobile Service Providers. Journal of Tehnology Management & Innovation 6, No. 1: 38-45.Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1988). mSERVQUAL: A Multiple Item Scale for Measuring Consumer Percemptions Of Service Quality,. Journal of Retailing. Vol. 64 (Spring), pp. 12-40Shu-Mei Tseng, Pin-Hong, Wu. (2014). The Impact of Customer Knowledge and Customer

Relationship Management on Service Quality. International Journal of Quality and Service Sciences 6.1 : 77-96Terry Nels, Lee. (2002). Benchmarking the Challenge to Quality Program

Implementation. Benchmarking; 9,4; ABI/INFORM Compete pg:374

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