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Definisi Jasa

Definisi Jasa. Jasa adalah setiap tindakan atau kinerja yang dapat ditawarkan oleh satu pihak kepada pihak lain, tidak berwujud dan tidak mengakibatkan kepemilikan sesuatu . Produksinya mungkin terkait atau tidak terkait dengan produk fisik . ( Kotler 2007:44). Pure Tangible Good. Pure

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Definisi Jasa

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  1. DefinisiJasa Jasaadalahsetiaptindakanataukinerja yang dapatditawarkanolehsatupihakkepadapihak lain, tidakberwujuddantidakmengakibatkankepemilikansesuatu. Produksinyamungkinterkaitatautidakterkaitdenganprodukfisik. (Kotler 2007:44)

  2. Pure Tangible Good Pure Service Categories of Service Mix Tangible Good w/ Services Hybrid Major Service w/ Goods

  3. Hidangan restoran Repara si bangunan Parfum Konsultasi manajemen Deter jen Mebel Garam Penerbangan Pendidikan Tanggibles Intanggibles Kotler, 2007 : 17 KontinumBarangdanJasa

  4. PERANAN JASA ATAS GROSS DOMESTIC PRODUCT (GDP) DAN TOTAL PEKERJA DI EMPAT NEGARA INDUSTRI Indonesia 41 % ( 2008) ( Christian Gronroos, 2007 : 2)

  5. Faktor-faktorpemicuperkembangansektorjasa

  6. Four Service Characteristics Intangibility (tidakberwujuud) Services cannot be seen, tasted, felt, heard, or smelled before purchase Inseparability (tdkterpisahkan) Services cannot be separated from their providers Perishability Services cannot be stored for later sale or use Variability (Bervariasi) Quality of services depends on who provides them and when, where, and how Services

  7. Inseparability Increase productivity of providers Intangibility Use cues to make it tangible Perishability Match supply and demand Variability Standarize service production & delivery Overcoming Service Challenges Services

  8. Company Internal marketing External marketing Cleaning/ maintenance services Financial/ banking services Restaurant industry Customers Interactive marketing TigaJenisPemasarandalamIndustriJasa Employees

  9. Word-of-mouth communications Personal needs Past experience Expected service Consumer Gap 5 Perceived service Gap 1 Service delivery (including pre- and post-contacts) External communi- cations to consumers Gap 4 Gap 3 Marketer Translation of perceptions to service-quality specifications Gap 2 Management perceptions of consumer expectations Service-Quality Model

  10. Determinants of Service Quality Reliability (keandalan) Responsiveness (Dayatanggap) Assurance (Jaminan) Empathy (Empati) Tangibles (Benda Berwujud)

  11. EMPAT KATAGORI JASA – PERSPEKTIF PROSES Siapaatauapapenerimalangsungjasa Sifatdantindakanjasa Tindakan yang terlihat Tindakantidakterlihat

  12. BAURAN PEMASARAN JASA • Products • Pricing • Promotion • Place • People • Physical Evident • Proscess

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