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  • Cartesian Diagram

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    Alexander Silalahi
    29 views2 pages
    This document contains data on customer expectations and performance across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. It shows the average expectation and performance scores for each dimension, as well as a chart comparing overall expectation and performance. Performance met or slightly exceeded expectations for most dimensions except tangibles.

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    cartesian_diagram.xlsx

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    This document contains data on customer expectations and performance across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. It shows the average expectation and performance scores for each dimension, as well as a chart comparing overall expectation and performance. Performance met or slightly exceeded expectations for most dimensions except tangibles.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    29 views2 pages

    Cartesian Diagram

    Uploaded by

    Alexander Silalahi
    This document contains data on customer expectations and performance across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. It shows the average expectation and performance scores for each dimension, as well as a chart comparing overall expectation and performance. Performance met or slightly exceeded expectations for most dimensions except tangibles.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Kinerja Harapan Kinerja(tf) Harapan(tf) label

    Tangibles 3.279 4.579 -0.3766 -0.0186 Tan


    Reliability 3.793 4.591 0.1374 -0.0066 Rel
    Responsiveness 3.748 4.591 0.0924 -0.0066 Res
    Assurance 3.666 4.602 0.0104 0.0044 Ass
    Empathy 3.792 4.625 0.1364 0.0274 Emp
    jumlah 18.278 22.988
    rata-rata 3.6556 4.5976

    Harapan vs Kinerj
    0.04

    0.03
    Harapan

    0.02

    0.01

    0
    -0.5 -0.4 -0.3 -0.2 -0.1 0

    -0.01

    -0.02

    -0.03

    Kinerja
    Harapan vs Kinerja
    0.04

    0.03

    0.02

    0.01

    0
    -0.1 0 0.1 0.2

    -0.01

    -0.02

    -0.03

    erja

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