Service Quality Award 2016 Predikat Golden Kategori Public Service

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research conducted by :

SERVICE QUALITY INDEX 2016

01. Priority banking (bank Prioritas)

No BRAND Service

Accessibility

Service

Process People

Service

Soluion PSQ PSV PSB SQIndex 2016

SQAward 2016

1 Mandiri Prioritas 4.1583 4.1281 4.1313 4.1625 4.1440 4.1500 3.6750 4.1476 DIAMOND

2 BCA Prioritas 4.1333 4.1731 4.1423 4.1154 4.1412 4.0154 3.8615 4.0652 DIAMOND

3 Permata Bank Priority 4.0389 4.1833 3.9875 4.2000 4.1115 4.0333 3.3333 4.0643 DIAMOND

4 BTN Prioritas 3.8889 3.9792 4.0208 4.0167 3.9872 4.1000 3.5000 4.0553 DIAMOND

5 BRI Prioritas 4.0167 4.1125 4.0708 4.1167 4.0869 4.0000 3.6333 4.0344 GOLDEN

6 BNI Emerald 4.0677 4.0742 4.0156 4.0469 4.0490 3.8750 3.5313 3.9440

-7 Others 4.0938 4.0859 4.0078 4.1875 4.0960 3.6875 3.4375 3.8493

-INDUSTRY AVERAGE 4.0700 4.1168 4.0720 4.1173 4.0972 4.0123 3.6214 4.0459

02. Regular Banking - Domesic (Bank Reguler - Lokal)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Bank Central Asia 4.1432 4.0467 4.0808 4.0426 4.0696 4.1364 3.5682 4.1059 DIAMOND

2 Bank Mandiri 4.0158 3.9864 4.0360 4.0324 4.0190 4.0863 3.2950 4.0556 DIAMOND

3 Bank Negara

Indonesia 3.9974 4.0332 4.0139 3.9675 3.9986 4.0649 3.4156 4.0347 DIAMOND

4 Bank Maybank

5 Bank Rakyat Indonesia 3.9623 3.9581 3.9881 3.9638 3.9672 4.0652 3.1957 4.0205 DIAMOND

6 Bank Permata 3.8067 3.9815 3.9833 4.0000 3.9575 4.0667 3.1667 4.0169 DIAMOND

7 Bank CIMB Niaga 3.9267 3.9148 3.9190 3.9167 3.9185 4.0667 3.2333 3.9991 GOLDEN

8 Bank Danamon 3.9200 3.8778 3.9333 3.8333 3.8806 3.6000 2.8667 3.7280

-9 Bank Mega 3.8667 3.9148 3.8881 3.7500 3.8400 3.5333 3.4000 3.6732

-10 Others 3.8520 3.9111 3.9057 3.8800 3.8880 3.4800 3.2400 3.6660

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No BRAND Service Accessibility

Service

Process People

Service

SQAward 2016

1 Commonwealth Bank 3.9467 4.0333 3.9690 3.9667 3.9805 4.0667 3.4000 4.0329 DIAMOND

2 Standard Chartered

Bank 3.9600 3.9259 3.8873 3.9444 3.9369 4.0667 3.4444 4.0159 DIAMOND

3 Ciibank N.A 3.9784 4.0030 4.0174 3.9459 3.9768 3.9459 3.5405 3.9580 GOLDEN

4 The Hongkong & _{Shanghai B.C ( HSBC )} 3.8242 3.8114 3.8312 3.8182 3.8191 4.0303 3.4242 3.9476 GOLDEN

5 Bank ANZ 3.7297 3.9069 3.9151 3.8514 3.8448 3.6757 3.3243 3.7419

-6 Others 3.8571 3.8254 3.8776 3.7143 3.7957 3.5714 3.7143 3.6592

04. sharia banking (bank syariah)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 BNI Syariah 3.9733 4.0567 4.0810 4.1000 4.0677 4.0667 3.7000 4.0671 DIAMOND

2 Bank Syariah Mandiri 3.9541 4.0486 4.0222 3.9324 3.9918 4.0676 3.4865 4.0356 DIAMOND

3 Bank Muamalat 3.9067 4.0467 3.9524 3.9167 3.9717 4.0333 3.2000 4.0074 DIAMOND

4 BCA Syariah 4.0933 4.0533 4.0310 4.0667 4.0597 3.9667 3.5000 4.0059 DIAMOND

5 BRI Syariah 3.8917 3.9521 3.9583 3.9271 3.9373 3.9792 3.5833 3.9615

-6 Others 3.8963 3.9593 4.0212 3.8704 3.9267 3.8889 3.2963 3.9049

05. Plainum Credit Card (Kartu Kredit Plainum)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

3 Ciibank N.A 4.0000 4.0000 3.9667 3.9333 3.9697 4.0333 3.6667 4.0074 DIAMOND

4 Bank Mandiri 4.0452 3.9936 3.9944 3.8983 3.9686 3.9322 3.5763 3.9470 GOLDEN

5 Bank Negara

Indonesia 3.8778 3.9667 4.0000 3.9000 3.9258 3.9000 3.4667 3.9105 GOLDEN

6 Bank ANZ 3.8444 3.9125 3.8556 3.8333 3.8588 3.9333 3.3667 3.9029 GOLDEN

7 Bank Mega 3.9444 3.9542 3.9667 3.9500 3.9521 3.8667 3.3667 3.9015 GOLDEN

8 Bank CIMB Niaga 3.8333 3.8167 3.7556 3.7500 3.7862 3.6000 3.7000 3.6759

-9 Others 3.6600 3.7575 3.8067 3.8300 3.7705 3.4400 3.4000 3.5748

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06. regular Credit Card (Kartu Kredit reguler)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

2 Bank Maybank

3 Bank Negara

4 Bank Mandiri 4.0688 3.9841 3.9735 4.0079 4.0116 4.0317 3.3968 4.0223 DIAMOND

6 Bank ANZ 3.8111 3.9042 3.9556 3.9667 3.9121 4.0333 3.3333 3.9763 GOLDEN

7 Bank Mega 3.9512 3.9421 3.9919 3.9390 3.9524 3.9756 3.1951 3.9647 GOLDEN

8 Bank CIMB Niaga 3.8000 3.9042 3.9222 3.9500 3.8974 3.8000 3.5333 3.8458

-9 Bank Rakyat Indonesia 3.8333 3.8750 3.8333 3.8667 3.8540 3.7667 3.3667 3.8078

-10 Bank Bukopin 3.8444 3.8875 3.8667 3.8333 3.8540 3.7333 3.4000 3.7901

-11 Others 3.8246 3.8224 3.8947 3.8684 3.8523 3.7368 3.5263 3.7911

07. Financing Automoive 4W (Pembiayaan Mobil)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Astra Credit

Companies 4.0451 3.9754 4.0583 4.0164 4.0122 4.0492 3.5410 4.0340 DIAMOND

2 BCA Finance 4.1083 4.0389 4.0185 3.9500 4.0076 4.0333 3.5333 4.0228 DIAMOND

3 Adira Finance 3.9449 3.9520 3.9171 4.0085 3.9681 4.0339 3.3729 4.0070 DIAMOND

4 Tunas Mandiri Finance 3.9250 3.8833 3.8889 3.8333 3.8687 4.0000 3.1667 3.9463

-5 Verena Muli Finance 3.9667 3.9333 3.9148 3.8000 3.8809 3.9667 3.2667 3.9316

-6 Dipo Finance 3.9000 3.8389 3.8963 3.9333 3.8919 3.8667 3.4333 3.8770

-7 Oto Muliartha 3.8583 3.8361 3.9444 3.9500 3.9009 3.8000 3.3333 3.8413

-8 Others 3.9091 3.9167 4.0000 3.9091 3.9261 4.0000 3.4545 3.9698

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08. Financing Automoive 2W (Pembiayaan Sepeda Motor)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Adira Finance 4.0873 4.0238 4.0794 4.0556 4.0527 3.9683 3.8413 4.0077 DIAMOND

2 FIF GROUP 3.8446 3.9247 3.8934 3.8851 3.8940 3.9595 3.5405 3.9289 GOLDEN

3 WOM Finance 3.7800 3.8971 3.8756 3.8000 3.8420 3.9600 2.9600 3.9049 GOLDEN

4 OTO Finance 3.7071 3.7633 3.8381 3.7286 3.7532 3.8000 3.2857 3.7781

-5 Bussan Auto Finance _(BAF) 3.7083 3.7524 3.8000 3.8833 3.7980 3.7000 3.3667 3.7458

-6 Others 3.5000 3.8961 3.9899 3.5909 3.7418 3.9091 3.3636 3.8309

09. life and health insurance (asuransi jiwa dan Kesehatan)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Axa Mandiri 4.0333 3.9619 4.0583 3.8667 3.9721 4.1000 3.4333 4.0380 DIAMOND

2 Prudenial 3.9421 3.9323 4.0237 3.9053 3.9470 4.0947 3.4421 4.0231 DIAMOND

3 Manulife 3.9333 4.0524 4.0250 3.9833 3.9992 4.0333 3.3667 4.0168 DIAMOND

4 Asuransi Allianz

5 Commonwealth Life 4.0667 3.9381 4.0167 3.8333 3.9547 3.9667 3.3333 3.9609 GOLDEN

6 AJB Bumiputera 1912 3.9000 3.8524 3.8667 3.8167 3.8561 3.7667 3.1000 3.8100

-7 BPJS 3.7500 3.7946 3.8073 3.8229 3.7954 3.7917 3.0000 3.7935

-8 Others 4.0000 3.9817 4.0192 3.9615 3.9884 3.8462 3.4359 3.9151

10. Car insurance (asuransi Mobil)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Garda Oto (Asuransi _Astra) 4.0864 3.9277 4.0401 4.0309 4.0308 3.9877 3.5802 4.0070 DIAMOND

2 Asuransi Autocillin _{(Adira Insurance)} 4.0698 3.9900 4.0349 3.9186 3.9854 3.9302 3.4884 3.9549 GOLDEN

3 Simas Mobil 4.0500 3.9381 3.9333 3.9500 3.9612 3.9333 3.1333 3.9458 GOLDEN

4 Asuransi Central Asia _(ACA) 3.8889 3.8532 3.8750 3.8750 3.8748 3.8333 3.3056 3.8519

-5 Others 3.9844 4.0357 4.0313 3.9531 3.9900 3.6875 3.2813 3.8228

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11. Cellular Telecommunicaion (Telekomunikasi Seluler)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Grapari Telkomsel 3.9867 4.0057 4.0067 3.9850 3.9942 4.0233 3.6667 4.0105 DIAMOND

2 XL Center 3.8619 3.8635 3.8625 3.8657 3.8637 4.0746 3.2090 3.9818 GOLDEN

3 Indosat Galeri 3.8354 3.8336 3.8445 3.8354 3.8363 4.0506 3.3924 3.9563 GOLDEN

4 3 Store 3.8500 3.9286 3.8405 3.8833 3.8809 3.8333 3.3000 3.8543

-5 AXIS Center 3.7000 3.8810 3.8571 3.7500 3.7888 3.6667 2.7000 3.7204

-6 Galeri Smarfren 3.6833 3.6810 3.7405 3.6500 3.6801 3.5667 3.1000 3.6166

12. Tour & Travel

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Panorama Tours 3.9062 3.9762 3.9538 3.9446 3.9415 3.9785 3.4338 3.9620 GOLDEN

2 Dwi Daya Tour &

Travel 3.7982 3.8531 3.8496 3.8596 3.8401 4.0351 3.2105 3.9481 GOLDEN

3 Smailing Tour & Travel 4.0625 4.0417 4.0372 4.1458 4.0829 3.8333 3.3958 3.9446 GOLDEN

4 Bayu Buana Tour &

Travel 3.9236 3.9340 3.9200 3.9306 3.9269 3.9444 3.3981 3.9366 GOLDEN

5 Kaha Tour & Travel 3.8563 3.9432 3.9558 3.9541 3.9268 3.8937 3.5314 3.9085 GOLDEN

6 Avia Tour & Travel 3.8574 3.9250 3.9042 3.9778 3.9210 3.8148 3.5185 3.8622

-7 TX Travel & Travel 3.7869 3.9077 3.9229 3.8807 3.8695 3.8409 3.5682 3.8536

-8 Vaya Tour & Travel 3.7722 3.8722 3.8730 3.9222 3.8635 3.8222 3.3556 3.8406

-9 Others 3.9373 3.9891 4.0062 3.9782 3.9753 3.7309 3.5709 3.8399

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13. Automoive 4W Service Center (Bengkel Resmi Mobil)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Bengkel Resmi Honda 4.0470 4.0000 4.0171 3.9487 4.0019 4.1538 3.4359 4.1010 DIAMOND

2 Bengkel Resmi

Daihatsu 4.0121 3.9818 3.9430 3.9818 3.9774 4.1273 3.5273 4.0751 DIAMOND

3 Bengkel Resmi Suzuki 4.1278 4.0429 4.0578 4.0500 4.0711 4.0667 3.5333 4.0682 DIAMOND

4 Bengkel Resmi Auto

2000 4.1036 4.0586 4.0601 4.0270 4.0610 4.0541 3.5766 4.0565 DIAMOND

5 Bengkel Resmi Nissan 4.1278 4.0500 4.0467 3.8833 4.0190 3.8333 3.5667 3.8980

-6 Others 3.9713 3.9828 3.9425 3.9310 3.9520 3.8621 3.1724 3.8934

14. Automoive 2W Service Center (Bengkel Resmi Sepeda Motor)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1

Astra Honda Authorized Service

Staion 4.0620 3.9587 3.9852 3.9778 3.9967 4.1167 3.7611 4.0594 DIAMOND

2 Bengkel Resmi

Yamaha 4.0074 3.9149 3.9637 3.9632 3.9662 4.1029 3.5294 4.0377 DIAMOND

3 Bengkel Resmi Suzuki 3.7381 3.7367 3.8229 3.9429 3.8336 3.8857 3.0286 3.8608

-4 Others 3.9000 4.0000 4.0800 4.0000 3.9938 3.6000 3.4000 3.7878

15. Internaional Airline (Maskapai Penerbangan Internasional)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Singapore Airlines 4.2256 4.1976 4.2293 4.2805 4.2308 4.2439 3.6829 4.2381 DIAMOND

2 Cathay Airlines 4.0000 4.0667 4.1667 4.1833 4.1128 4.2000 3.4000 4.1615 DIAMOND

3 Garuda Indonesia 4.1658 4.1279 4.1526 4.1184 4.1378 4.0842 3.7895 4.1079 DIAMOND

4 Lion Air 4.0000 4.1300 4.1600 4.0500 4.0993 4.0667 3.2333 4.0811

-5 Air Asia 4.0066 3.9368 3.9421 3.8816 3.9349 3.9737 3.0000 3.9565

-6 Malaysia Airlines 3.8667 3.9000 3.9267 3.8833 3.8982 3.8333 3.2667 3.8620

-7 Others 4.0278 3.9667 4.0444 4.0556 4.0187 3.7778 3.2222 3.8842

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16. Internaional Airport ( Bandar Udara Internasional)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Changi Airport

Singapore 4.2587 4.2765 4.2587 4.2063 4.2497 4.2028 3.5944 4.2248 DIAMOND

2 Kualanamu _{Internaional Airport} 4.2042 4.0779 4.1313 4.0313 4.0998 4.0625 3.3250 4.0800 DIAMOND

3 Hongkong _{Internaional Airport} 4.0333 4.0487 4.3000 3.9333 4.0597 4.0333 3.2000 4.0457 DIAMOND

4

Kuala Lumpur Internaional Airport

(KLIA) 4.0152 4.0044 4.0227 4.0114 4.0119 4.0568 3.2500 4.0358 DIAMOND

5 Juanda Internaional

Airport 4.0617 4.0209 4.0432 4.0370 4.0378 3.9877 3.1605 4.0112 GOLDEN

6 Soekarno Hata _{Internaional Airport} 3.9758 3.9690 3.9355 3.9194 3.9500 3.8790 3.1532 3.9123

-7 King Abdul Azis

Airport 3.8556 3.8949 3.8333 3.8833 3.8723 3.8667 3.5333 3.8693

-8 I Gusi Ngurah Rai

Airport 4.1111 3.8949 3.8667 3.8333 3.9152 3.8000 3.1000 3.8541

-9 Ahmad Yani _{Internaional Airport} 3.7353 3.5362 3.5588 3.5588 3.5865 3.5588 2.8235 3.5718

-10 Others 4.1377 4.1388 4.1739 3.9891 4.1026 3.9348 3.0870 4.0135

17. Immigraion Service Counter (Loket Pelayanan Imigrasi)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 ICA Changi Airport

Singapore 4.2205 4.1903 4.1496 4.1732 4.1817 4.1339 3.6693 4.1568 DIAMOND

2 Counter Imigrasi _Kualanamu 4.0909 4.0934 4.0758 4.0833 4.0860 4.0303 3.2273 4.0571 DIAMOND

3 Hongkong _Immigraion 4.0333 3.9500 4.0000 4.0667 4.0110 4.0333 3.4333 4.0226 DIAMOND

4 Counter Imigrasi

Juanda 4.0429 3.9571 4.0143 4.0143 4.0029 4.0143 3.1143 4.0088 DIAMOND

5 KLIA Immigraion 4.0000 4.0000 4.0104 4.0078 4.0046 3.9375 3.4531 3.9697

-6 Counter Imigrasi _{Soekarno Hata} 3.8800 3.8850 3.8900 3.8850 3.8852 3.8000 3.2600 3.8409

-7 Counter Immigraion _{King Abdul Aziz} 3.8000 3.8444 3.8333 3.8667 3.8401 3.7333 3.5333 3.7846

-8 Counter Imigrasi

Ahmad Yani 3.5667 3.5167 3.5556 3.5000 3.5300 3.5000 2.8000 3.5144

-9 Others 4.1739 4.0580 4.0870 4.0217 4.0757 4.0000 3.3696 4.0364

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18. Domesic Airline (Maskapai Penerbangan Lokal)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Garuda Indonesia 4.2522 4.1469 4.1345 4.1062 4.1534 4.2743 3.6903 4.2195 DIAMOND

2 Ciilink 4.0615 3.9646 4.0000 3.9154 3.9781 3.9692 2.6769 3.9732 GOLDEN

3 Air Asia 3.8893 3.8410 3.8984 3.8689 3.8710 3.8689 2.9180 3.8698

-4 Lion Air 3.8679 3.7535 3.8591 3.7516 3.7992 3.7358 2.6415 3.7646

-5 Sriwijaya 3.7333 3.6867 3.6600 3.6667 3.6842 3.6333 2.6333 3.6564

-6 Others 3.9919 3.8645 3.9935 4.0000 3.9555 3.9355 2.8065 3.9446

19. Domesic Airport ( Bandar Udara Lokal)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Juanda Internaional

Airport 4.0053 3.9750 4.0212 3.9762 3.9937 4.0635 3.3254 4.0340 DIAMOND

2 Kualanamu Airport 4.1212 4.0848 4.0795 4.0511 4.0839 3.9773 3.3977 4.0224 DIAMOND

3 Soekarno Hata _{Internaional Airport} 4.1053 4.0429 4.0384 4.0316 4.0520 3.9740 3.5428 4.0070 DIAMOND

4 Achmad Yani Airport 3.8563 3.8714 3.9023 3.9052 3.8835 3.9310 2.9655 3.9109 GOLDEN

5 I Gusi Ngurah Rai _{Internaional Airport} 3.9815 3.9630 3.9321 3.9167 3.9490 3.8704 3.1111 3.9036 GOLDEN

6 Adi Sucipto Airport 3.7778 3.6333 3.6778 3.8000 3.7082 3.5333 2.7000 3.6073

-7 Sultan Hasanuddin

Airport 3.5667 3.4821 3.5111 3.8000 3.5714 3.3667 2.9333 3.4532

-8 Others 3.2431 3.1891 3.1736 3.6250 3.2843 3.1458 2.6875 3.2044

20. Public service (layanan Masyarakat)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Kantor Pelayanan

Pajak 3.9893 3.9353 3.9639 3.9699 3.9572 3.8956 3.5422 3.9189 GOLDEN

2 Kereta Api 3.9872 3.8136 3.9513 3.8397 3.8585 3.9231 3.5577 3.8986 GOLDEN

3 Kantor Pelayanan PLN 3.9422 3.8159 3.8402 3.8267 3.8371 3.9034 3.5426 3.8783 GOLDEN

4 Kantor Samsat 4.0109 3.8404 3.8559 3.7937 3.8451 3.7923 3.5137 3.8123

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Service

Process People

Service

SQAward 2016

1 Jasa Marga 4.0125 3.8652 3.8873 3.8855 3.9088 3.8645 3.3271 3.8854 GOLDEN

2 Citra Margatama

Surabaya 3.9388 3.8455 3.7664 3.6735 3.7836 3.8776 3.5714 3.8331 GOLDEN

3 Trans Marga Jateng 3.8925 3.7949 3.8100 3.7581 3.8062 3.7419 3.7097 3.7723

-4 Citra Marga

Nusaphala Persada 3.7444 3.5810 3.6444 3.5333 3.6148 3.7000 3.0333 3.6597

-5 Jalan Tol Lingkarluar

Jakarta 3.7778 3.6667 3.6926 3.5833 3.6672 3.6333 3.1000 3.6494

-6 Marga Bumi Mataraya 3.7556 3.7190 3.6481 3.5167 3.6368 3.4000 3.3667 3.5120

-7 Others 3.8636 3.8994 3.9242 3.8864 3.8939 3.9545 3.5000 3.9258

22. Public Fuel Filling Staion (Pompa Bensin)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Pertamina 4.1926 3.8952 3.8864 3.8946 3.9471 3.9432 3.6667 3.9448 GOLDEN

2 Total 3.8621 3.9732 3.9862 3.9138 3.9385 3.9310 3.2069 3.9342

-3 Shell 3.8167 3.9568 3.9533 3.9500 3.9281 3.9333 3.4889 3.9311

23. Taxi (Taksi)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Blue Bird 4.1221 3.9975 3.9784 3.9310 3.9991 4.0431 3.6552 4.0221 DIAMOND

2 Taxiku 4.0556 4.0000 3.9278 3.9167 3.9627 4.0333 3.0667 3.9997 GOLDEN

3 O-Renz 3.9222 3.8143 3.9111 3.8167 3.8737 3.9000 3.5667 3.8875

-4 Express 3.8854 3.7969 3.7500 3.7109 3.7752 3.8438 3.0469 3.8111

-5 Others 4.0556 3.9524 3.9167 3.9500 3.9605 4.0000 3.5667 3.9812

24. Car rental (rental Mobil)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 TRAC 3.9000 4.0429 4.0500 3.9333 4.0032 4.1333 3.5667 4.0908 DIAMOND

2 Tunas Rental 3.8250 4.0143 3.9889 3.9333 3.9759 4.0333 3.4667 4.0146 DIAMOND

3 ASSA 4.1167 4.1714 4.0611 4.0833 4.1347 3.8667 3.4000 3.9542

-4 Others 3.9219 4.0714 3.9375 3.9688 4.0214 3.6250 3.3125 3.7545

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25. handphone and smart Phone (Telepon genggam dan Telepon Cerdas)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Samsung 3.9700 3.9875 4.0028 3.9904 3.9879 4.0728 3.4904 4.0319 DIAMOND

2 I-Phone 3.8333 3.9167 3.9091 3.9500 3.9035 4.1333 3.3667 4.0226 DIAMOND

3 Oppo 3.8646 3.8411 3.8864 3.9063 3.8731 4.1563 3.1250 4.0198 DIAMOND

4 Sony 3.7667 3.8444 3.8697 3.8333 3.8300 3.9333 3.4333 3.8836

-5 Nokia 3.9444 3.9809 3.9962 3.9896 3.9783 3.7708 3.2083 3.8708

-6 BlackBerry 3.7852 3.9407 3.9152 3.8111 3.8678 3.8000 3.2222 3.8327

-7 Others 3.8076 3.8652 3.8727 3.8682 3.8544 3.5364 2.7727 3.6896

26. home Entertainment (Peralatan Elektronik hiburan rumah)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Samsung 3.9778 4.0741 4.0222 4.0889 4.0460 4.1778 3.3556 4.1240 DIAMOND

2 Sharp 3.9044 3.9935 4.0074 3.9559 3.9610 4.0294 3.4706 4.0015 DIAMOND

3 LG 3.8092 3.8933 3.8882 3.8750 3.8652 4.0132 3.4474 3.9527 GOLDEN

4 Toshiba 3.8417 3.9370 3.9583 3.9000 3.9043 3.9000 3.5000 3.9017

-5 Polytron 3.8232 3.8645 3.9146 3.9390 3.8849 3.9024 3.2439 3.8953

-6 Naional/Panasonic 3.9000 3.8778 3.8917 3.8500 3.8770 3.9000 3.5667 3.8906

-7 Sony 3.6833 3.7630 3.7667 3.7500 3.7390 3.6667 3.3333 3.6962

-8 Others 3.7727 4.0101 3.9545 4.0000 3.9374 4.0909 2.8182 4.0282

27. home appliance (Peralatan Elektronik rumah)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Samsung 3.9688 4.0079 4.0223 3.9554 3.9855 4.1964 3.3750 4.0907 DIAMOND

2 LG 3.8632 3.9235 3.9528 3.9481 3.9185 4.1132 3.5943 4.0157 DIAMOND

3 Sharp 3.7800 3.8696 3.9233 3.9200 3.8679 4.1200 3.4267 3.9936 GOLDEN

4 Naional/Panasonic 3.7961 3.9649 4.0461 3.9342 3.9243 4.0000 3.5526 3.9621

-5 Toshiba 3.8529 3.7908 3.8456 3.7647 3.8118 4.0000 3.4412 3.9057

-6 Polytron 3.8250 3.9074 3.9083 3.8333 3.8645 3.9000 3.2000 3.8822

-7 Others 3.6929 3.8254 3.9000 3.9000 3.8219 3.8000 3.1429 3.8110

(12)

28. Computer (Komputer)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Apple 3.8479 3.9003 3.8969 3.8866 3.8835 4.1340 3.3093 4.0210 DIAMOND

2 Toshiba 3.7909 3.8889 3.9955 3.8727 3.8814 3.9636 3.6545 3.9265 GOLDEN

3 Asus 3.8250 3.9185 3.9417 3.9333 3.9073 3.9333 3.3333 3.9216 GOLDEN

4 Acer 3.8465 3.9240 3.9386 3.8860 3.8966 3.9298 3.3333 3.9148 GOLDEN

5 Lenovo 3.7348 3.8114 3.7879 3.8333 3.7978 3.9697 3.4242 3.8921 GOLDEN

6 Hewlet Packard (HP) 3.7750 3.8833 3.8813 3.8375 3.8434 3.9000 3.3000 3.8745 GOLDEN

7 Sony 3.8083 3.8889 3.9083 3.8000 3.8443 3.6333 3.4333 3.7285

-8 Dell 3.7167 3.8852 3.9083 3.8500 3.8403 3.6000 3.1000 3.7084

-9 Samsung 3.8500 3.8889 3.9333 3.8500 3.8752 3.5667 3.0667 3.7059

-10 Axioo 3.7250 3.8556 3.9417 3.7833 3.8179 3.5667 2.9333 3.6801

-11 Others 3.2500 3.5333 3.8500 3.6000 3.5522 2.8000 2.8000 3.1394

29. Printer (Printer)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Canon 3.8738 3.9086 3.9579 3.9860 3.9428 4.0935 3.6168 4.0111 DIAMOND

2 Hewlet Packard (HP) 3.9419 3.9793 3.9419 3.9535 3.9538 4.0698 3.7209 4.0064 DIAMOND

3 Epson 3.9057 3.8973 3.9481 4.0377 3.9613 3.9811 3.5849 3.9703 GOLDEN

4 Others 3.6786 3.5159 3.5714 3.5714 3.5783 3.3571 3.3571 3.4780

30. Camera/Digital Camera (Kamera/Kamera Digital)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Nikon 3.9214 3.9841 4.1286 4.0143 4.0067 4.2571 3.4571 4.1428 DIAMOND

2 Sony 3.8869 3.9444 3.9702 4.0357 3.9556 4.0714 3.6905 4.0186 DIAMOND

3 Canon 3.9124 3.9839 4.0214 3.9530 3.9613 4.0427 3.5641 4.0056 DIAMOND

4 Olympus 3.9167 3.9259 3.9083 3.8167 3.8899 4.0000 3.4667 3.9497

-5 Fuji 3.7250 3.8704 3.8667 3.7833 3.7985 3.7333 3.4333 3.7631

-6 Others 4.0000 4.0523 4.0735 4.1176 4.0573 4.1176 3.7059 4.0901

(13)

31. general hospital (rumah sakit umum)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 RS Siloam 3.8833 3.8533 3.8404 3.8833 3.8639 4.0333 3.0333 3.9603 GOLDEN

2 RSUN Cipto

Mangunkusumo 3.8828 3.7781 3.7763 3.7031 3.7664 4.0625 3.0000 3.9348 GOLDEN

3 RS Mitra Keluarga 3.9949 3.9918 3.9946 3.9490 3.9779 3.8571 3.4694 3.9092 GOLDEN

4 RS Pirngadi (Medan) 3.7333 3.6300 3.8316 3.7500 3.7631 3.9667 2.8667 3.8788 GOLDEN

5 RS Telogorejo 3.9000 3.9367 3.8807 3.8667 3.8853 3.7667 3.1667 3.8178

-6 RS Pani Wiloso 3.9667 3.9233 3.8982 4.0500 3.9663 3.7000 3.3333 3.8149

-7 RS Elizabeth _(Semarang) 3.9758 3.8774 3.8727 3.8548 3.8826 3.7419 3.0968 3.8026

-8 RSUD Adam Malik 3.9000 3.6967 3.7649 3.6833 3.7480 3.6667 2.9000 3.7017

-9 RSUD dr. Soetomo 3.7169 3.6647 3.7577 3.6691 3.7085 3.6618 3.2059 3.6819

-10 RSUD dr. Karjadi 3.9500 3.7367 3.7632 3.6000 3.7298 3.6333 3.0667 3.6749

-11 Others 3.8405 3.7948 3.8050 3.7857 3.8023 3.9476 3.0048 3.8849

32. Maternity/Mother Kid hospital (rumah sakil bersalin/Khusus ibu anak)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 RS Stella Maris _(Medan) 3.9500 4.1033 4.0614 4.0500 4.0452 4.0333 3.5000 4.0387 DIAMOND

2 RS Hermina 4.0300 4.0240 3.9839 3.9800 4.0020 4.0533 3.6133 4.0300 DIAMOND

3 RS Bersalin Putri 3.9167 3.9433 3.9737 4.0167 3.9625 3.9000 3.7333 3.9284

-4 RSIA Bunda 3.8250 3.7975 3.7829 3.8750 3.8117 3.8750 3.2250 3.8462

-5 Others 3.8417 3.8911 3.8918 3.9167 3.8855 3.8444 3.3000 3.8631

33. Clinical laboratory (laboratorium Kilinik)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Prodia 3.9500 4.0300 4.0220 3.9850 3.9941 4.0000 3.5800 3.9974 GOLDEN

2 CITO Laboratorium _Klinik 3.8188 3.9614 3.8935 3.9239 3.8956 4.0652 3.4130 3.9886 GOLDEN

3 Pramita 3.9085 4.0142 3.9784 4.0294 3.9819 3.9020 3.6863 3.9381

-4 Bio Medika 3.8000 3.9519 3.9133 3.9000 3.8874 3.8667 3.5333 3.8760

(14)

-34. Opic (Opik)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Seis 3.8229 3.9549 3.9719 4.0313 3.9597 3.9688 3.4688 3.9651 GOLDEN

2 Opik Keluarga 3.8000 3.9000 3.9667 3.9167 3.9040 3.9000 3.2667 3.9017 GOLDEN

3 Melawai 3.9013 3.9284 3.9257 3.9178 3.9186 3.8882 3.5921 3.9006 GOLDEN

4 Opik Tunggal 3.8172 3.8495 3.8323 3.8226 3.8291 3.7097 3.4839 3.7585

-5 Internaional Opical 3.6222 3.8000 3.7400 3.8667 3.7715 3.7333 3.0667 3.7489

-6 Others 3.7390 3.8527 3.9108 3.9337 3.8739 3.9036 3.2169 3.8915

35. Eye Clinic (Klinik Mata)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Sumatera Eye Center 3.9000 4.2000 4.1105 4.0833 4.0865 4.1000 3.6667 4.0946 DIAMOND

2 Medan Eye Center 3.9417 4.1167 4.0930 4.0667 4.0634 4.0000 3.5333 4.0254 DIAMOND

3 William Both 3.8167 3.7700 3.8263 3.9000 3.8273 4.0667 3.4333 3.9708 GOLDEN

4 Klinik Mata Nusantara _(KMN) 3.9667 3.8600 3.8404 3.8000 3.8604 4.0333 3.3667 3.9641 GOLDEN

5 RS Mata Undaan 3.8182 3.8652 3.9506 3.9318 3.8977 3.9394 3.9091 3.9227

-6 Jakarta Eye Center _(JEC) 3.9750 3.9167 3.8544 3.8500 3.8933 3.9333 3.5333 3.9173

-7 Klinik Mata Medan 3.8333 3.8500 3.8579 3.8667 3.8531 3.9333 3.6667 3.9012

-8 Klinik Mata Surabaya 3.7500 3.9200 3.9930 3.9167 3.9080 3.8000 3.8667 3.8433

-9 Others 3.9618 3.8917 3.8560 3.8264 3.8789 3.8056 3.5972 3.8349

(15)

Service

Process People

Service

SQAward 2016

1 Natasha 3.9500 4.0264 3.9806 3.9964 3.9840 4.0357 3.4857 4.0182 DIAMOND

2 Erha Clinic Group 3.9568 4.0741 3.9733 4.0000 3.9920 4.0123 3.5432 4.0055 DIAMOND

3 Miracle 4.0333 4.0667 4.0259 4.0667 4.0464 3.9667 3.8000 3.9936 GOLDEN

4 London Beauty 3.9750 4.0300 3.9667 3.9833 3.9835 3.9333 3.4333 3.9503

-5 Others 3.9207 4.0305 3.9878 3.9817 3.9742 3.9390 3.3537 3.9509

37. Modern home builder (Toko serba ada Khusus Perkakas rumah dan Dekorasi)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 ACE Hardware 3.9187 4.0176 3.9512 3.9837 3.9709 3.9919 3.7154 3.9808 GOLDEN

2 Mitra 10 3.8833 3.9533 3.8873 3.8867 3.9043 4.0267 3.4400 3.9619 GOLDEN

3 AJBS 3.8229 3.9583 3.9792 3.9375 3.9250 4.0000 3.5000 3.9603 GOLDEN

4 Depo Bangunan 3.8814 3.9492 3.8875 3.9237 3.9132 3.8814 3.4237 3.8982

-5 Others 3.9844 3.9323 3.9091 3.8750 3.9235 3.5000 3.4375 3.7242

38. Kid and games Center (Pusat Permainan anak)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Timezone 4.0046 3.8848 3.9049 3.8516 3.9156 3.9361 3.5297 3.9273 GOLDEN

2 Kidzania 3.8167 3.8556 3.8389 3.7500 3.8154 4.0000 3.4667 3.9210 GOLDEN

3 Fun World 3.7353 3.7712 3.8431 3.8088 3.7827 3.8529 2.9118 3.8229

-4 Amazone 3.9268 3.8293 3.8740 3.8659 3.8749 3.7561 3.4878 3.8070

-5 Others 4.0750 3.8667 4.0500 4.0000 3.9933 3.6500 3.3000 3.7970

(16)

39. Department store (Toko busana dan asesoris lainnya)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Sogo 4.0207 4.1001 4.0472 4.0814 4.0699 4.1085 3.6357 4.0899 DIAMOND

2 Matahari 3.9757 3.9793 3.9389 3.9250 3.9494 4.0568 3.5124 4.0049 DIAMOND

3 Centro 3.9427 4.0534 4.0114 4.0313 4.0197 3.9531 3.3125 3.9853 GOLDEN

4 Metro 3.8889 3.8852 3.8303 3.9000 3.8795 3.9111 3.1778 3.8958

-5 Ramayana 3.7848 3.7640 3.7872 3.7364 3.7616 3.7136 3.0091 3.7368

-6 Robinson 3.7442 3.6686 3.7569 3.7791 3.7407 3.6279 2.9535 3.6824

-7 Others 3.7647 3.7696 3.7166 3.7059 3.7332 3.6765 3.2941 3.7039

40. Modern Market store (Toko serba ada Moderen ukuran besar dan super besar)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Carrefour 4.0394 4.0007 3.9423 3.9772 3.9869 3.9876 3.5685 3.9873 GOLDEN

2 Hypermart 3.9884 3.9855 3.9228 3.9360 3.9566 3.9651 3.3837 3.9613 GOLDEN

3 Super Indo 3.9924 3.9078 3.8788 3.8561 3.9027 3.9697 3.2727 3.9392

-4 Giant 3.9398 3.9167 3.8835 3.8795 3.9026 3.9636 3.4045 3.9358

-5 Lote Mart 4.0313 3.9714 3.8807 3.9375 3.9506 3.9063 3.4375 3.9265

-6 Others 3.9597 3.7957 3.8680 3.8710 3.8663 3.8710 3.0645 3.8688

41. Electronic store (Toko Elektronik)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Global Electronic 4.0000 4.0222 3.9818 3.9500 3.9852 4.1000 3.8333 4.0499 DIAMOND

2 Electronic City 3.9489 4.0571 3.9836 3.9595 3.9830 4.0180 3.6847 4.0028 DIAMOND

3 Hartono Elektronik 3.9043 4.0062 3.9621 3.9352 3.9507 3.9630 3.7685 3.9576 GOLDEN

4 Electronic Soluion 3.9907 3.9907 3.9571 3.9583 3.9706 3.7500 3.2222 3.8462

-5 Others 3.8333 3.8802 3.9432 3.8281 3.8806 3.7500 3.3125 3.8070

(17)

Service

Process People

Service

SQAward 2016

1 Gramedia 3.9777 4.0168 3.9686 3.9463 3.9720 3.9921 3.7356 3.9825 GOLDEN

2 Toga Mas 3.7545 3.7848 3.7833 3.7545 3.7668 3.8545 3.0364 3.8127

-3 Gunung Agung 3.7835 3.8059 3.8222 3.7317 3.7781 3.8415 3.3049 3.8112

-4 Others 3.6894 3.7348 3.7449 3.7121 3.7187 3.7576 2.8485 3.7390

43. Mini Market store (Toko serba ada ukuran Kecil)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Indomaret 3.9390 3.9139 3.8990 3.8918 3.9118 3.9178 3.4877 3.9151 GOLDEN

2 Alfamart 3.9519 3.9211 3.9065 3.8880 3.9182 3.9054 3.5110 3.9111 GOLDEN

3 Circle K 3.9138 3.8994 3.9052 3.8793 3.9005 3.6897 3.2414 3.7832

44. Convenience store (Toko serba ada ukuran Kecil dan Kedai Minum)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 7 Eleven 3.9729 3.9601 3.9759 3.9337 3.9542 3.9398 3.6506 3.9452 GOLDEN

2 Alfa Express 3.8587 3.9030 3.8641 3.8913 3.8885 3.9565 3.5870 3.9309 GOLDEN

3 Indomaret Point 3.7667 3.9590 3.8917 3.8833 3.8929 3.8556 3.5667 3.8696 GOLDEN

4 Lawson 3.6917 3.8538 3.8542 3.7833 3.7990 3.7333 3.5000 3.7580

-5 Family Mart 3.6750 3.6385 3.6417 3.5167 3.6030 3.6000 3.4000 3.6011

45. Courier (Kurir)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 DHL 3.9083 3.8292 3.9133 3.8500 3.8727 4.1333 3.0667 4.0088 DIAMOND

2 JNE 3.8613 3.8927 3.9097 3.9097 3.8960 3.9742 3.4581 3.9369 GOLDEN

3 Tiki 3.8407 3.8649 3.9258 3.9234 3.8943 3.9435 3.3226 3.9200 GOLDEN

4 Fedex 3.8167 3.8708 3.9400 3.9167 3.8917 3.9333 3.6333 3.9135 GOLDEN

5 UPS 3.9000 3.8333 3.8733 3.8333 3.8566 3.8000 3.3333 3.8271

-6 Pos Indonesia 3.8581 3.7939 3.8649 3.8198 3.8329 3.7838 3.2703 3.8072

-7 Others 3.7857 3.7143 3.8857 4.0000 3.8672 3.5714 3.8571 3.7127

(18)

Service

Process People

Service

SQAward 2016

1 First Media 3.9512 3.9045 3.9293 3.9085 3.9207 4.1220 3.4756 4.0241 DIAMOND

2 IM2 3.7778 3.8000 3.8533 3.7000 3.7654 4.2333 3.0667 4.0057 DIAMOND

3 Indonet 4.1111 3.9222 4.1000 4.0500 4.0428 3.8000 3.4667 3.9181 GOLDEN

4 Telkom 3.9979 3.8903 3.9429 3.8696 3.9154 3.8323 3.3789 3.8727

-5 Others 4.0889 4.0722 4.0333 4.0667 4.0676 3.5000 3.5000 3.7761

47. Pay TV (TV berbayar)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 Indovision 4.0033 4.0330 3.9822 4.0000 4.0081 4.0297 3.6436 4.0199 DIAMOND

2 Transvision 3.9722 4.0000 3.9444 3.8056 3.9280 3.9444 3.3611 3.9370 GOLDEN

3 First Media 3.9658 3.9551 3.9769 3.8846 3.9406 3.9231 3.5128 3.9310 GOLDEN

4 Big TV 3.7222 3.9111 3.8933 3.8167 3.8266 3.7333 2.8333 3.7757

-5 Others 3.8280 3.8656 3.8903 3.8548 3.8548 3.6774 2.9677 3.7580

48. Fast Food restaurant (restoran Cepat saji)

No BRAND Service

Accessibility

Service

Process People

Service

SQAward 2016

1 MC Donald 4.0905 3.9543 3.9514 3.9691 3.9843 4.0370 3.5062 4.0155 DIAMOND

2 KFC 4.0446 3.9868 3.9712 3.9883 3.9946 4.0067 3.5117 4.0017 DIAMOND

3 Pizza Hut 3.9556 3.9600 3.8958 3.9500 3.9407 3.9667 3.4000 3.9561 GOLDEN

4 Hoka-Hoka Bento 3.9683 3.8825 3.8304 3.8333 3.8704 3.7381 3.1190 3.7922

-5 A & W 3.9767 3.9054 3.9390 3.8488 3.9085 3.7209 3.3721 3.7976

-6 Burger King 3.9310 3.8184 3.8966 3.7931 3.8501 3.7241 3.0690 3.7756

-7 Others 3.9316 3.8547 3.9423 3.9359 3.9165 3.7179 3.2821 3.7991