MAKALAH MANAJEMEN MUTU TERPADU
                “KUALITAS PELAYANAN / SERVIS / JASA”
                        Dosen : Nur Hasanah, SE. MSc
                          Disusun Oleh Kelompok 4
         Andika Dwi Pratama P.S (RRC1B013061)
         Anugrah Wirastra (RRC1B013017)
         Diniyah Lestari (RRC1B013029)
         Nanang Prihasto (RRC1B013021)
         Nanda Fitraniko Saputra (RRC1B013005)
         Wawan Kurniawan (RRC1B0140)
          FAKULTAS EKONOMI DAN BISNIS PRODI MANAJEMEN
                         UNIVERSITAS JAMBI
                                2016
                                                           1
                                                                                  DAFTAR ISI
                       SAMPUL DEPAN...............................................................................................................i
                       DAFTAR ISI.......................................................................................................................ii
                       KATA PENGANTAR.......................................................................................................iii
                       BAB I PENDAHULUAN...................................................................................................1
                       1.1..................................................................................................................Latar Belakang
                            ........................................................................................................................................1
                       1.2.............................................................................................................Rumusan Masalah
                            ........................................................................................................................................1
                       1.3...............................................................................................................................Tujuan
                            ........................................................................................................................................1
                       1.4.............................................................................................................................Manfaat
                            ........................................................................................................................................1
                       BAB II PEMBAHASAN....................................................................................................2
                       2.1.............................................................................................Definisi   dan   Klasifikasi   Jasa
                            ........................................................................................................................................2
                       2.2..............................................................................................................Karakteristik       Jasa
                            ........................................................................................................................................3
                       2.3...................................Strategi Pengembangan Manajemen Kualitas dalam Industri Jasa
                            ........................................................................................................................................4
                       2.4..........................Model Strategi Pelayanan 7P dalam Manajemen Kualitas Jasa Modern
                            ........................................................................................................................................7
                       2.5...................................................................Contoh   Penerapan   Manajemen   Kualitas   Jasa
                            ........................................................................................................................................9
                       BAB III PENUTUP..........................................................................................................12
                       3.1.Kesimpulan..................................................................................................................12
                       DAFTAR PUSTAKA.......................................................................................................13
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                       KATA PENGANTAR
          Puji Syukur kami panjatkan kepada Allah SWT, karena Rahmat-Nya kami dapat
       menyelesaikan   dan   dapat   menyusun   makalah   yang   berjudul   “KUALITAS
       PELAYANAN/SERVIS/JASA” guna memenuhi tugas mata kuliah Manajemen Mutu
       Terpadu.
          Pada kesempatan ini kami meminta maaf apabila terdapat banyak kesalahan atau
       kekurangan dalam penulisan makalah ini. Semoga makalah ini bias bermanfaat bagi semua
       pihak. 
                                         Jambi, Maret 2016
                                              Penulis
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