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Service Quality Implementation to Increase the Youngsters’ Parishes Satisfaction at ABC Church


Ali Nasith, and Bambang Sugiyono Agus Purwono
Abstract

Service quality and parishes satisfaction are very important aspects that an organization or a foundation must understand in order to remain competitive in service and hence grow. It is very important for the organization or foundation to know how to measure these constructs from parishes’s perspective in order to better understand their needs and hence satisfy them. The main purpose of the research is to measure and describe how parishes perceive service quality and their satisfaction and also the gap between perception and expectation. The research method used self-completion questionnaire that was developed from the service quality dimensions and attributes and interview. The analysis used descriptive statistic and qualitative approach to determine their perception, expectation and the gap. The participants are youngsters, youth’s coordinator, and reverands in ABC Church. The research result showed a reliability gap scale is -0.88, assurance is -0.74, tangibles is -1.23, empathy is -0.96, and responsiveness is -0,78. The gap between perception and expectancy is less than -1.4. The main proposition is the decreasing gap between perception and expectation of the reliability, assurance, tangibles, empathy, and responsiveness (RATER) scales which reveal an increase of the youngsters’ parishes satisfaction.

Volume 11 | Issue 11

Pages: 157-162

DOI: 10.5373/JARDCS/V11I11/20193181