Hastono, Bambang Susetyo (2019) PENERAPAN LIMA DIMENSI KUALITAS PELAYANAN DALAM IMPLEMENTASI TUGAS-TUGAS SEKRETARIS. Caritas pro Serviam, 38. pp. 42-63. ISSN 1410-4547

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Abstract

As one of the front liners, a secretary plays an important role in building the image of the company. A poor quality of servives delivered by a secretary to the internal and the external stakeholders will impact to bad image of the company. Since service quality is hard to define and measure, some indicators must be applied to do it. Applying the five dimensions: tangibility, reliability, responsiveness, assurance and empathy in Servqual proposed by Parasuraman, Valarie Zeithaml, dan Len Berry will helps a secretary to implement her duties well. This article describes how a secretary can apply the five dimensions in the real context of her duties and the competencies required to do them.

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