Improving Service Quality Strategy Consultant Architects Using Zone Of Tolerance (ZOT) Method

The purpose of this study was to measure the performance level of customer service quality and determining the priority of service quality improvement consultant architect. The method used in this study is the Zone of Tolerance (ZOT). Aspects measured were perceived service, desired service, adequate service, and the level of importance of each item specified quality of service dimensions of service quality Parasuraman. The first three values are used to calculate the aspect to map the position of the Measure of Service Adequacy (MSA), the position of the Measure of Service Superiority (MSS), and the position of service currently for the map zone of Tolerance (ZOT). Items are prioritized for repairs are items that have a service position at present under the MSA position. If more than one, selected items that have a gap between perceived service desired services with the most negative. Based on the results of the 24 items of data processing service quality, there are 13 items showed that the quality of service in a position above the position of the Measure of Service Adequacy (MSA), six items of which are in a position of tolerance zones and five items that have a service position under Measure position of Service Adequacy (MSA). Item that had the most negative gap value is the seriousness of employees in response to consumer complaints. Proposed improvements include: conduct direct observation of the employee at the time of responding to consumer complaints