DETERMINAN KUALITAS PELAYANAN TERHADAP ISU-ISU PEMBELIAN. ( Persepctive: Sustainable Improvement)

Abstract

The overall purpose pat this research was to analyze internal communication patterns, service quality initiatives , supplier management strategies and internal performance in organizations providing high levels of service quality to their external customers. Data was collected from 124 purchasing executives of manufacturing and service organizations. Respondents were asked to assess external and internal service quality as well as identify a number of internal service quality-oriented activities employed in their firms. Data were summarized for respondents stating a high level of external service quality. Comparative information was also supplied for the respondents stating lower levels of external service quality.