Tuesday, June 24, 2008

Quality Makes Perfect (1): What is Quality?


According to the study done by Parasuraman, A, Zeithaml, V.A.& Berry L. L. (1985), quality is the difference between expectation and perception. Quality could be measured upon the satisfaction gained by the customer compared to his or her expectation prior of getting the service. If the measurement of the perception is higher than the measurement of the expectation, it shows that the customer is satisfied with the quality of the service and we could simply said that the service is of a high quality. However it is not as simple as ABC in determining the perception and the expectation. It depends on various aspects. Different people would have different perception and expectation. As such, we need to ascertain the standard which is common to everybody. So, those quality scholars have come out with an instrument that could somehow measure the quality in most common way to everybody. The one best and popular instrument created was SERVQUAL. Therefore, in order to increase the quality of the service, the service provider need to know what are the aspects that could make their customers feel satisfied. Most of all, the service provider will depend very much on their customers in giving the quality standard of their company.

Friday, June 6, 2008



The Road Not taken....

Aku rasa sangat kesunyian di sini, kesepian demi kesepian terus mengekori langkahku. Namun aku kuatkan semangat kerana inilah jalan yang telah aku pilih, jalan yang sedikit di lalui orang. Di kiriku hutan di kananku belantara hanya sekali sekala unggas rimba menyapa kedatangan aku di sepanjang perjalanan. Sedari mula aku memilih jalan ini sudahku ketahui apa yang bakal aku lalui namun kalau bukan aku siapa lagi...Tetapi mengapa tidak ramai yang teringin mengikuti jalan ini...aku akui ianya memang asing, ianya memang sukar, ianya memang payah tapi aku tahu pasti ada penghujungnya jalan ini yang menanti aku dengan sebuah kebahagiaan. Tetapi sebelum aku menemuinya inilah pengorbanan yang aku persembahkan, pengorbanan yang sedikit jika dibandingkan dengan orang yang terdahulu yang pernah melalui jalan ini. Di sini aku hanya bertemankan sepi, bersahabatkan rindu, berkawankan airmata, bermandikan keringat...

Hanya matahari penyuluh jalanku di siang hari dan bulan di malam yang sunyi, tanpa kedua-duanya sudah pasti aku kehilangan arah tuju ke sana. Kompas yang ada di tanganku juga sangat berguna...di sepanjang jalan ini aku putarkan lagu taubat semoga perjalananku sentiasa direstui tanpa dibayangi dosa-dosa lalu...

IlahilastulilFirdausiahlawalaakwa alanaril jahim Allah fahablitaubatan waghfir zunubi faiinaka ghofiru zanbil adzim...

Tuhanku aku tidak layak untuk syurgaMu tetapi aku tidak pula sanggup menanggung siksa nerakaMu dari itu kurniakanlah ampunan kepadaku ampunkanlah dosaku sesungguhnya Engkaulah Pengampun dosa-dosa besar...

Tuhanku tetapkanlah aku sentiasa bersamaMU...