346 | C L U S T E R I F A C U L T Y O F A D M I N I S T R A T I V E S C I E N C E Name : Complaint Management and Service Quality
module/course code :
PAR61008
Student workloads:
510 minutes/week
Credits (ECTS):
4.53 ECTS
Semester :
3
Frequency :
Odd
Duration :
1 x per semester Types of courses :
Tutorial/Lecture/Response
Contact hours :
150 minutes/week
Independent study : 360
minutes/week
Class size X
students : 30 students
1 Prerequisites for participation : no prerequisites 2 Learning outcomes :
1. Understand general material regarding theories of customer satisfaction and complaint management as well as service quality between subjects, lecture mechanisms, and evaluation of learning outcomes.
2. Understand the concept of customer satisfaction, and know the aspects that affect customer satisfaction.
3. Understand the characteristics of customers and forms of complaints by customers in the tourism sector.
4. Understand the meaning of complaint channels, characteristics of complaints, and complaints procedures properly and correctly
5. Understand the meaning of complaint handling elements, procedures for handling a complaint.
6. Understand the meaning of skills require complaint handling, the skills needed in handling a complaint and anticipatory actions in dealing with complaints.
7. Understand the meaning and elements in the principles of handling complaints.
8. Understand the stages of handling customer complaints.
9. Understand the meaning, importance, and objectives of service quality, 10. Understanding the forms of service quality, designing service delivery.
11. Understand the meaning of service quality principles, service quality principles, and service quality elements.
12. Understand the meaning of service dominant logic and strategic logic management.
13. Understand the meaning of excellent service, the purpose of excellent service, and excellent service in organizing complaints.
14. Understand internal customer expectations, external customer expectations, and the 4 types of customer expectations
3 Description :
This course discusess the understanding the nature of complaints and how to face, record and find permanent solutions to these complaints. Complaint Management and Service Quality course also provides the understanding to find the appropriate tools to measure these behaviors, and then deal with them professionally.
4 Subject aims/Content:
1. Introduction and explanation of RPS 2. Customer satisfaction
3. Complaint management customer complaint behavior 4. Complaint channels and cluster complaint characteristic
347 | C L U S T E R I F A C U L T Y O F A D M I N I S T R A T I V E S C I E N C E 5. Element Complain Handling
6. Skills require complaint handling 7. Principles of complaint handling 8. Complaint management stage 9. Service quality
10. Service quality model 11. Service quality principle 12. Service dominant logic 13. Excellent service
14. Managing customer expectations
5 Teaching methods:
63. project work 64. case studies 65. group work 66. lectures 67. discussions 68. seminars
6 Assessment methods:
32. Task
33. Mid-Term exam 34. FInal-Term exam
7 Other information e.g. bibliographical references:
1. Atep Adya Barata. 2003. Dasar-dasar pelayanan prima. PT. Elex Media Komputindo, Jakarta
2. Ivonne Wood, 2009, Layanan Pelanggan, Graha Ilmu, Yogyakarta
3. Timothy R.V. Foster, 1999, Customer Care, Elex Media Komputindo, Jakarta 4. William B. Marthin, Ph.D., 2004, Quality Customer Service, PPM, Jakarta
