HEADLINE - servicequality-award.com. PRIORITY BANKING (BANK PRIORITAS) No BRAND Service Accessibility ... 3 Commonwealth Bank 3.7613 4.1250 4.0567 3.9516 3.9851 3.8387 3.9078 - 4 The

38 SERVICE EXCELLENCE | 03 | IV | JUNI 2014

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01. PRIORITY BANKING (BANK PRIORITAS)

No BRAND Service Accessibility

Service Process People Service

Solution PSQ PSV SQIndex 2014 SQA 2014

1 Mandiri Prioritas 4.1314 4.1795 4.1130 4.0962 4.1317 4.1154 4.1229 Diamond

2 BCA Prioritas 4.1275 4.1618 4.1176 4.0441 4.1165 4.0882 4.1013 Diamond

3 BNI Emerald 4.0167 4.1167 4.0750 3.9500 4.0461 4.1000 4.0750 Diamond

4 Permata Bank Priority 4.0611 4.1333 4.0208 3.9500 4.0459 4.1000 4.0749 Diamond

5 BRI Prioritas 4.0389 4.1111 4.1208 4.0333 4.0803 4.0000 4.0372 Diamond

6 Danamon Previlege 3.9167 3.5833 3.7500 3.7500 3.7456 3.5000 3.6137 -

7 Others 3.7500 3.8472 3.8021 3.9167 3.8254 3.8333 3.8297

INDUSTRY 4.0536 4.0668 4.0417 3.9901 4.0405 4.0040 4.0209

Survey managed by:

39SERVICE EXCELLENCE | 03 | IV | JUNI 2014

HEADLINE

02. REGULAR BANKING - DOMESTIC (BANK REGULER - LOKAL)




1 Bank Central Asia 4.1102 4.0434 4.0673 3.9788 4.0500 4.0359 4.0429 Diamond

2 Bank Mandiri 4.0625 4.0432 4.0587 3.9779 4.0366 4.0144 4.0254 Diamond

3 Bank Internasional Indonesia 4.0667 4.0417 3.9897 3.9667 4.0161 3.9667 3.9912 Golden

4 Bank Negara Indonesia 4.0153 4.0344 4.0188 3.9737 4.0118 3.9592 3.9853 Golden

5 Bank Permata 3.8788 4.0644 4.0909 3.8485 3.9789 3.9697 3.9743 -

6 Bank Rakyat Indonesia 4.0026 3.8984 3.9609 3.8889 3.9367 3.9141 3.9253 -

7 Bank Mega 3.7200 3.6375 3.8538 4.0000 3.7983 4.0000 3.9000 -

8 Bank CIMB Niaga 3.8516 3.9758 3.9504 3.7742 3.8938 3.8710 3.8823 -

9 Bank Danamon 3.6167 3.7765 3.8718 3.6786 3.7426 3.8788 3.8113 -

10 Others 3.9410 3.9135 3.9913 3.8553 3.9270 3.9231 3.9250

INDUSTRY 3.9986 3.9789 4.0116 3.9291 3.9806 3.9725 3.9765

03. REGULAR BANKING - MULTINATIONAL (BANK REGULER - ASING)




1 Standard Chartered Bank 4.1455 4.1212 4.1445 4.1061 4.1299 4.0909 4.1093 Diamond

2 Citibank N.A 3.8795 4.0756 4.0938 4.0070 4.0219 3.9726 3.9959 Golden

3 Commonwealth Bank 3.7613 4.1250 4.0567 3.9516 3.9851 3.8387 3.9078 -

4 The Hongkong & Shanghai B.C ( HSBC ) 3.7963 3.8811 3.9662 3.8875 3.8887 3.8780 3.8831 -

5 ANZ Bank 3.6065 3.9315 3.9007 3.8167 3.8245 3.8710 3.8490 -

6 Others 3.7680 3.8250 3.7972 3.8200 3.8031 3.7600 3.7804

INDUSTRY 3.8387 4.0086 4.0164 3.9478 3.9595 3.9188 3.9380

04. SHARIA BANKING (BANK SYARIAH)




1 Bank Syariah Mandiri 4.0075 4.0656 4.0788 4.0063 4.0422 4.0750 4.0597 Diamond

2 BRI Syariah 3.9350 3.9902 3.9925 3.9314 3.9645 3.9804 3.9730 Golden

3 Bank Muamalat 3.7697 3.9487 4.0394 3.9231 3.9285 4.0000 3.9667 Golden

4 BNI Syariah 3.7750 4.0156 3.8582 3.7656 3.8590 3.8438 3.8508 -

5 BCA Syariah 3.7647 3.7941 3.9638 3.7333 3.8196 3.7647 3.7903 -

6 Bank Mega Syariah 3.7677 3.7379 3.7519 3.5000 3.6902 3.6774 3.6834 -

7 Others 3.7278 4.0000 3.9936 4.0000 3.9390 3.7500 3.8380

INDUSTRY 3.8661 3.9574 3.9782 3.8645 3.9206 3.9247 3.9228

Survey managed by:


HEADLINE

05. PLATINUM CREDIT CARD (KARTU KREDIT PLATINUM)





2 Bank CIMB Niaga 4.0645 4.1394 4.0753 4.1774 4.1178 4.1613 4.1400 Diamond


4 Bank Negara Indonesia 3.9556 4.0667 4.1222 4.1724 4.0839 4.1333 4.1091 Diamond

5 Bank Danamon 4.0000 4.1387 3.9222 4.2000 4.0726 3.9000 3.9845 -

6 The Hongkong & Shanghai B.C (HSBC) 3.8817 4.0242 4.0538 4.0161 3.9987 3.9677 3.9829 -

7 Bank Mega 4.0222 3.9917 3.9444 4.0667 4.0063 3.9000 3.9521 -

8 Citibank N.A 3.7745 3.8640 3.8431 3.8529 3.8369 3.9118 3.8751 -

9 ANZ Bank 3.6970 4.0000 4.0101 3.8485 3.8980 3.8485 3.8727 -

10 Bank Internasional Indonesia 3.6989 3.8024 3.9570 4.0000 3.8693 3.8710 3.8701 -

11 Bank Permata 3.9333 3.9500 3.8667 3.7000 3.8610 3.8000 3.8299 -

12 Others 3.8958 3.9386 3.9375 3.8438 3.9044 3.9375 3.9213

INDUSTRY 3.9625 4.0455 4.0307 4.0259 4.0191 4.0022 4.0105

06. REGULAR CREDIT CARD (KARTU KREDIT REGULER)






3 Bank Internasional Indonesia 3.9778 3.9875 3.9667 3.9333 3.9670 4.0000 3.9833 Golden

4 Bank Danamon 3.9778 3.9542 3.9778 3.9833 3.9724 3.9667 3.9695 Golden

5 Citibank N.A 3.9556 4.0250 4.0000 3.8667 3.9651 3.9333 3.9494 -

6 Bank ANZ 4.0833 4.0859 3.9583 3.9375 4.0174 3.8750 3.9470 -

7 Bank Permata 3.7889 3.9250 3.9111 3.9667 3.9016 3.9667 3.9338 -

8 Bank Negara Indonesia 4.0707 4.0595 3.9495 3.9355 4.0043 3.8182 3.9123 -

9 Bank Mega 3.7748 3.8822 3.9459 3.9167 3.8829 3.8649 3.8740 -

10 Bank CIMB Niaga 3.6771 3.9252 3.8854 3.9531 3.8672 3.8750 3.8711 -

11 Bank Rakyat Indonesia 3.8750 3.8795 3.8750 3.6563 3.8234 3.8125 3.8180 -

12 Others 3.6410 3.7981 3.8846 3.9000 3.8099 3.8077 3.8088

INDUSTRY 3.9506 3.9990 3.9761 3.9541 3.9717 3.9498 3.9608

Survey managed by:


HEADLINE

07. FINANCING AUTOMOTIVE 4W (PEMBIAYAAN MOBIL)




1 Astra Credit Companies 4.1190 4.1386 4.1524 4.2063 4.1559 4.1429 4.1494 Diamond

2 Adira Finance 3.9591 4.0511 4.0892 4.0472 4.0420 4.0755 4.0587 Diamond

3 Oto Multiartha 4.0313 4.0909 3.9773 4.1563 4.0635 3.8750 3.9697 -

4 BCA Finance 3.7097 3.9120 3.8299 3.6774 3.7872 3.7419 3.7647 -

5 Others 3.8148 4.0126 3.9630 3.8846 3.9253 3.8519 3.8887

INDUSTRY 3.9628 4.0581 4.0356 4.0366 4.0267 3.9854 4.0062

08. FINANCING AUTOMOTIVE 2W (PEMBIAYAAN SEPEDA MOTOR)




1 Adira Finance 3.8794 3.9363 3.9112 3.9294 3.9150 3.9176 3.9163 Golden

2 FIFGROUP 3.7893 3.8852 3.9280 3.9200 3.8842 3.9245 3.9032 Golden

3 WOM Finance 3.7984 3.8870 3.9238 3.8871 3.8777 3.8710 3.8745 Golden

4 Bussan Auto Finance (BAF) 3.5938 3.8424 3.8267 3.7667 3.7648 3.9375 3.8460 -

5 Others 3.5590 3.8741 3.7727 3.5625 3.7014 3.6667 3.6850

INDUSTRY 3.7722 3.8975 3.8901 3.8591 3.8585 3.8889 3.8728

09. LIFE AND HEALTH INSURANCE (ASURANSI JIWA DAN KESEHATAN)




1 Axa Mandiri 3.9355 3.9862 4.0968 3.9655 3.9978 4.1290 4.0555 Diamond

2 Asuransi Allianz Indonesia 3.9500 3.9714 4.0556 4.0000 3.9952 4.0000 3.9973 Golden

3 AIA Financial 4.1935 4.0184 4.1613 4.0484 4.0961 3.8065 3.9689 Golden

4 Prudential 3.9942 3.9561 4.0426 3.9881 3.9933 3.8837 3.9451 Golden

5 Manulife 3.9000 3.9238 3.9556 3.9667 3.9380 3.8667 3.9067 -

6 AJB Bumiputera 1912 3.8939 3.9098 4.0505 3.8750 3.9321 3.8485 3.8954 -

7 Others 3.8222 3.8063 3.8296 3.7889 3.8107 3.8667 3.8353

INDUSTRY 3.9563 3.9354 4.0210 3.9466 3.9635 3.9056 3.9381

Survey managed by:


HEADLINE

10. CAR INSURANCE (ASURANSI MOBIL)




1 Asuransi Autocillin 4.2206 3.9832 4.1569 4.0294 4.0893 4.0588 4.0742 Diamond

2 Garda Oto 4.0362 4.0083 4.0773 4.0217 4.0341 4.0580 4.0459 Diamond

3 Simas Mobil 3.9516 3.9770 4.0860 4.0484 4.0154 3.9677 3.9918 Golden

4 Asuransi Central Asia 3.8548 3.8820 4.0323 3.8710 3.9074 3.7742 3.8413 -

5 ABDA 3.8000 3.8143 3.8667 3.6000 3.7657 3.9000 3.8323 -

6 Others 3.8793 3.8867 3.9080 3.8214 3.8725 3.8276 3.8502

INDUSTRY 3.9754 3.9409 4.0342 3.9238 3.9656 3.9554 3.9605

11. CELLULAR TELECOMMUNICATION - GSM (TELEKOMUNIKASI SELULER - GSM)




1 Grapari Telkomsel 3.9393 4.0295 4.0434 4.0310 4.0151 4.0659 4.0422 Diamond

2 XL Center 4.0211 4.0663 4.0257 4.0600 4.0444 4.0267 4.0349 Diamond

3 Indosat Galeri 3.8203 3.9216 3.9437 3.9559 3.9159 3.9804 3.9503 -

4 AXIS Center 3.6559 3.7005 3.7667 3.8621 3.7527 3.8710 3.8157 -

5 3 Store 3.4758 3.6406 3.7692 3.8065 3.6859 3.7097 3.6986 -

INDUSTRY 3.8806 3.9681 3.9859 3.9960 3.9624 4.0080 3.9867

Survey managed by:


HEADLINE

12. CELLULAR TELECOMMUNICATION - CDMA ( TELEKOMUNIKASI SELULER - CDMA)




1 Plasa Telkom 3.9466 3.9688 3.9946 4.0000 3.9766 3.9844 3.9801 Golden

2 Gerai Esia 3.7447 3.9362 3.9689 3.9787 3.9058 4.0426 3.9673 Golden

3 Indosat Galeri One 3.7500 3.8286 3.8923 3.8000 3.8195 4.0000 3.9007 -

4 Galeri Smartfren 3.7455 3.8713 3.9202 3.8396 3.8459 3.8727 3.8580 -

INDUSTRY 3.8449 3.9263 3.9626 3.9392 3.9181 3.9731 3.9428

13. AUTOMOTIVE 4W (MOBIL)




1 Daihatsu 4.1220 4.0819 4.1533 4.0750 4.1092 4.1220 4.1159 Diamond

2 Toyota 4.1570 4.1132 4.0878 4.0962 4.1117 4.0840 4.0972 Diamond

3 Honda 4.0691 4.0244 4.0348 4.0000 4.0314 4.0000 4.0150 Diamond

4 Nissan 3.8118 3.9539 3.8203 3.9355 3.8804 4.0000 3.9429 -

5 Suzuki 3.9040 3.8225 3.8203 3.8182 3.8389 3.8788 3.8598 -

6 Others 3.8062 3.8482 3.8326 3.7188 3.8035 3.7500 3.7755

INDUSTRY 4.0427 4.0228 4.0076 3.9951 4.0163 4.0129 4.0145

14. AUTOMOTIVE 2W (SEPEDA MOTOR)




1 Honda 4.1475 3.9743 4.0176 3.9933 4.0264 4.0131 4.0205 Diamond

2 Yamaha 4.0125 3.9389 3.9749 3.9635 3.9702 4.0313 3.9973 Golden

3 Kawasaki 3.6667 3.8333 3.8333 4.0000 3.8386 3.6667 3.7622 -

4 Suzuki 3.5808 3.6861 3.7186 3.6667 3.6703 3.6970 3.6821 -

INDUSTRY 3.9998 3.9194 3.9551 3.9498 3.9533 3.9519 3.9527

Survey managed by:


HEADLINE

15. INTERNATIONAL AIRLINE (MASKAPAI PENERBANGAN INTERNASIONAL)




1 Singapore Airlines 4.1964 4.1957 4.2171 4.1429 4.1889 4.1143 4.1543 Diamond

2 Garuda Indonesia 4.1312 4.1326 4.1742 4.1054 4.1367 4.0383 4.0910 Diamond

3 Cathay Airlines 3.9500 3.9700 4.0550 4.0000 3.9948 4.1000 4.0436 Diamond

4 Malaysia Airlines 4.1250 4.0656 4.0938 4.0156 4.0743 3.8438 3.9674 -

5 Air Asia 3.8860 3.8447 3.9000 3.8684 3.8739 3.9211 3.8958 -

6 QANTAS 4.0833 4.0000 4.0667 4.0000 4.0359 3.6667 3.8647 -

7 Lion Air 3.7882 3.7833 3.8417 3.5833 3.7521 3.7083 3.7318 -

8 Others 3.8244 3.8200 3.8985 3.8462 3.8476 3.8615 3.8541

INDUSTRY 4.0534 4.0453 4.0912 4.0157 4.0520 3.9823 4.0197

16. INTERNATIONAL AIRPORT ( BANDAR UDARA INTERNASIONAL)




1 Changi Airport Singapore 4.1068 4.1007 4.1215 4.0650 4.0981 4.0110 4.0561 Diamond

2Kuala Lumpur International Airport (KLIA)

3.9873 4.0218 4.0190 3.9872 4.0044 3.9114 3.9596 Golden

3 Suvarnhabumi International Airport 4.0333 4.0154 4.0333 3.9667 4.0115 3.8667 3.9416 Golden

4 Hongkong International Airport 3.9479 3.9375 4.0469 3.9219 3.9624 3.9063 3.9353 -

5 King Abdul Azis 3.9785 3.9320 3.9839 3.9833 3.9683 3.8387 3.9058 -

6 Soekarno Hatta International Airport 3.9697 3.8901 3.9126 3.9326 3.9246 3.8112 3.8699 -

7 Juanda International Airport 3.7899 3.7964 3.8403 3.7689 3.7986 3.7479 3.7741 -

8 Others 4.1150 4.0191 3.9513 3.9773 4.0140 3.9558 3.9859

INDUSTRY 4.0009 3.9705 3.9842 3.9540 3.9766 3.8915 3.9355

Survey managed by:


HEADLINE

17. IMMIGRATION SERVICE COUNTER (LOKET PELAYANAN IMIGRASI)




1 ICA Changi Airport Singapore 4.0435 4.0842 4.0851 4.0944 4.0792 3.9946 4.0379 Diamond

2 KLIA Immigration 4.0429 4.0929 4.0048 4.0362 4.0449 4.0143 4.0300 Diamond

3 Counter Immigration King Abdul Aziz 3.9063 3.8594 3.9583 4.0000 3.9320 3.9375 3.9347 Golden

4 Hongkong Immigration 3.8387 3.9624 3.8280 3.9032 3.8873 3.9355 3.9108 -

5 Counter Imigrasi Juanda 3.8829 3.8116 3.8258 3.8333 3.8351 3.8919 3.8628 -

6 Suvarnabhumi Immigration 3.8710 3.9140 3.9462 4.0323 3.9457 3.7097 3.8304 -

7 Counter Imigrasi Soekarno Hatta 3.8722 3.8030 3.8471 3.8053 3.8287 3.7820 3.8059 -

8 Others 3.9899 3.9234 3.8788 3.9167 3.9230 3.9293 3.9261

INDUSTRY 3.9537 3.9406 3.9363 3.9492 3.9444 3.9117 3.9284

18. DOMESTIC AIRLINE (MASKAPAI PENERBANGAN LOKAL)




1 Garuda Indonesia 4.1188 4.1182 4.1567 4.1240 4.1294 4.1343 4.1317 Diamond

2 Air Asia 4.0372 3.9793 4.0378 4.0000 4.0120 3.9324 3.9739 Golden

3 Citilink 3.9094 3.8812 3.9710 3.9044 3.9157 3.9855 3.9491 Golden

4 Sriwijaya 3.9279 3.9269 3.9923 3.9423 3.9472 3.7885 3.8713 -

5 Lion Air 3.7329 3.6849 3.8085 3.6691 3.7226 3.6809 3.7026 -

6 Others 4.0476 3.9952 3.8952 3.9286 3.9656 4.0000 3.9820

INDUSTRY 3.9430 3.9140 3.9841 3.9144 3.9381 3.9104 3.9248

19. DOMESTIC AIRPORT ( BANDAR UDARA LOKAL)




1 Kualanamu 4.1902 4.2012 4.1197 4.0897 4.1517 4.0385 4.0983 Diamond

2 Bandara Soekarno Hatta 3.9629 3.9783 3.9897 3.9602 3.9732 3.9212 3.9487 Golden

3 Bandara Juanda 3.9559 3.9649 3.9387 3.9328 3.9486 3.9044 3.9278 Golden

4 Bandara I Gusti Ngurah rai 3.7760 3.7933 3.8698 3.8952 3.8325 3.8281 3.8304 -

5 Bandara Sultan Hasanuddin 3.6222 3.6872 3.8667 3.8929 3.7655 3.8667 3.8132 -

6 Bandara Achmad Yani 3.8333 3.8051 3.9020 3.8788 3.8534 3.7353 3.7977 -

7 Bandara Adi Sucipto 3.7813 3.7692 3.8021 3.7833 3.7836 3.6250 3.7088 -

8 Others 3.5769 3.5993 3.6410 3.5625 3.5956 3.4923 3.5468

INDUSTRY 3.9072 3.9205 3.9352 3.9143 3.9195 3.8605 3.8917

Survey managed by:


HEADLINE

20. PUBLIC SERVICE (LAYANAN MASYARAKAT)




1 Kantor Pelayanan PLN 3.9628 3.8841 3.9029 3.8310 3.8935 3.8889 3.8911 Golden

2 Kantor Pelayanan Pajak 3.8025 3.8059 3.8522 3.8079 3.8174 3.8049 3.8108 Golden

3 Kantor Samsat 3.9265 3.7222 3.8455 3.7203 3.7856 3.7778 3.7821 -

4 Kereta Api 3.9001 3.6714 3.7791 3.7273 3.7626 3.7490 3.7562 -

INDUSTRY 3.8980 3.7709 3.8449 3.7716 3.8148 3.8051 3.8101

21. TOLL ROAD ( JALAN TOL)




1 Citra Margatama Surabaya 3.8854 3.8576 3.8997 3.8594 3.8751 3.9063 3.8893 Golden

2 Jasa Marga 3.9442 3.8093 3.7754 3.8108 3.8284 3.7897 3.8107 Golden

3 Jalantol Lingkarluar Jakarta 3.7604 3.7604 3.7422 3.7813 3.7608 3.7500 3.7559 -

4 Marga Bumi Mataraya 3.8854 3.5972 3.6159 3.5938 3.6608 3.7188 3.6872 -

5 Citra Marga Nusaphala Persada 3.7419 3.5031 3.4476 3.4355 3.5201 3.3871 3.4594 -

6 Others 3.8485 3.8014 3.7091 3.7174 3.7648 3.7818 3.7726 -

INDUSTRY 3.8932 3.7690 3.7368 3.7544 3.7822 3.7590 3.7716

22. PUBLIC FUEL FILLING STATION (POMPA BENSIN)




1 Pertamina 4.1860 3.9018 3.8872 3.8937 3.9269 3.9350 3.9309 Golden

2 Shell 3.3871 3.9588 3.9548 3.8548 3.8647 3.8710 3.8677 -

3 Petronas 3.0000 3.6667 3.4000 3.5000 3.4617 3.5000 3.4803 -

4 Others 4.0000 3.8333 3.6000 3.5000 3.6869 4.0000 3.8394

INDUSTRY 4.1354 3.9039 3.8882 3.8884 3.9207 3.9300 3.9253

23. TAXI (TAKSI)




1 Blue Bird 4.1096 4.0231 4.0167 4.0210 4.0409 4.0139 4.0295 Diamond

2 Taxiku 3.8444 3.9750 3.8867 4.0000 3.9275 4.0667 3.9861 Golden

3 Express 3.9474 3.9474 3.9158 3.8947 3.9258 3.8947 3.9127 -

4 O-Renz 3.7333 3.8833 3.8200 3.8667 3.8275 3.8667 3.8440 -

5 Others 3.6875 3.7656 3.7938 3.7500 3.7511 3.6875 3.7243

INDUSTRY 3.9971 3.9747 3.9566 3.9678 3.9734 3.9624 3.9688

Survey managed by:


SEGMEN UTAMA

24. CAR RENTAL (RENTAL MOBIL)




1 Blue Bird 4.1156 4.4032 4.2143 4.0645 4.1755 4.1613 4.1694 Diamond

2 TRAC 3.8456 3.9632 3.9824 4.0294 3.9518 4.0000 3.9726 Golden

3 ASSA 3.8438 3.8438 3.8875 4.1875 3.9477 4.0000 3.9703 Golden

4 Tunas Rental 3.9079 4.0395 4.0105 4.0000 3.9823 3.7895 3.8991 -

5 Cipaganti 3.4453 3.8516 3.6625 3.9375 3.7024 3.9375 3.8038 -

6 Others 3.4352 3.9444 3.4000 3.3889 3.4941 3.6111 3.5445

INDUSTRY 3.7941 4.0108 3.8989 3.9781 3.9072 3.9351 3.9192

25. HANDPHONE AND SMART PHONE (TELEPON GENGGAM DAN TELEPON CERDAS)




1 Samsung 4.0179 4.0361 4.0523 3.9894 4.0256 3.9441 3.9877 Golden

2 Apple 4.0094 4.0078 4.0651 4.0313 4.0295 3.8750 3.9578 Golden

3 BlackBerry 3.9094 3.9589 3.9943 3.9342 3.9522 3.8906 3.9236 Golden

4 Nokia 3.9069 3.9838 3.9769 3.9115 3.9482 3.8351 3.8957 -

5 Sony 3.8722 3.7472 4.0306 4.0333 3.9203 3.7333 3.8335 -

6 Others 3.7107 3.8017 3.8283 3.8100 3.7915 3.8200 3.8048

INDUSTRY 3.9230 3.9604 3.9973 3.9443 3.9587 3.8787 3.9216

26. HOME ENTERTAINMENT (PERALATAN ELEKTRONIK HIBURAN RUMAH)




1 LG 3.9803 4.0525 4.1333 4.0211 4.0501 3.9444 4.0049 Diamond

2 Samsung 3.8967 4.0072 4.0174 4.0326 3.9919 3.9565 3.9768 Golden

3 Sharp 3.7708 3.8438 3.9688 3.9375 3.8846 3.9063 3.8939 Golden

4 Toshiba 3.8611 4.0337 4.0364 3.9091 3.9647 3.7879 3.8890 -

5 Polytron 3.7278 3.8593 3.9067 3.8222 3.8334 3.8889 3.8572 -

6 Sony 3.7500 3.8370 3.8400 3.8333 3.8176 3.7667 3.7958 -

7 National/Panasonic 3.7667 3.8741 3.8833 3.9333 3.8678 3.6667 3.7817 -

8 Others 3.5577 3.6325 3.6923 3.7308 3.6567 3.4615 3.5732

INDUSTRY 3.8319 3.9350 3.9804 3.9317 3.9234 3.8505 3.8922

Survey managed by:


27. HOME APPLIANCE (PERALATAN ELEKTRONIK RUMAH)




1 Toshiba 3.7838 3.9580 4.0108 4.0135 3.9472 4.0270 3.9859 Golden

2 Polytron 3.8984 4.0035 4.1563 4.0625 4.0348 3.8750 3.9575 Golden

3 Sharp 3.8438 3.9003 3.9932 3.9545 3.9254 3.8750 3.9010 Golden

4 LG 3.8270 3.9794 4.0133 3.9810 3.9553 3.8381 3.8986 Golden

5 National/Panasonic 3.8500 3.8476 3.8629 3.9286 3.8719 3.8857 3.8786 -

6 Samsung 3.8176 3.9274 3.9472 3.8585 3.8917 3.8302 3.8619 -

7 Others 3.7135 3.8194 3.9625 3.8958 3.8523 3.7500 3.8028

INDUSTRY 3.8195 3.9240 3.9920 3.9535 3.9261 3.8593 3.8938

28. COMPUTER (KOMPUTER)




1 Apple 3.6333 3.8556 4.0067 3.9833 3.8791 4.0333 3.9533 Golden

2 Dell 3.8947 4.0409 4.1368 3.8947 4.0019 3.8947 3.9503 Golden

3 Toshiba 3.7623 3.8838 3.9515 3.9559 3.8930 3.9265 3.9091 Golden

4 Acer 3.8516 3.9864 4.0573 3.9944 3.9788 3.8315 3.9078 Golden

5 Asus 3.8667 3.8037 4.0000 3.8333 3.8786 3.8333 3.8568 -

6 Sony 3.8487 3.9211 4.0526 3.9211 3.9418 3.7632 3.8558 -

7 Samsung 3.7675 3.9496 3.8947 3.9211 3.8884 3.7895 3.8408 -

8 Lenovo 3.7333 3.9296 3.9733 3.9630 3.9071 3.7667 3.8395 -

9 Axioo 3.5556 3.7469 3.8667 3.8889 3.7717 3.6667 3.7212 -

10 Hawlett Packard (HP) 3.6500 3.7600 3.8320 3.8600 3.7794 3.6000 3.6930 -

11 Others 3.7024 3.8624 3.9619 3.8810 3.8597 3.8571 3.8585

INDUSTRY 3.7775 3.9102 3.9919 3.9386 3.9108 3.8169 3.8656

29. PRINTER (PRINTER)




1 Hewlett Packard (HP) 4.1111 4.1288 4.1455 4.1515 4.1356 4.0000 4.0693 Diamond

2 Canon 3.8829 3.9783 4.0304 3.9715 3.9714 3.8987 3.9359 Golden

3 Epson 3.7911 3.8841 3.9246 3.8623 3.8707 3.8116 3.8418 -

4 Others 3.5714 3.5556 3.4286 3.3571 3.4736 3.2857 3.3817

INDUSTRY 3.8792 3.9615 4.0015 3.9494 3.9526 3.8727 3.9135

Survey managed by:


30. CAMERA/DIGITAL CAMERA (KAMERA/KAMERA DIGITAL)




1 Nikon 3.9338 4.0033 3.9765 3.9265 3.9620 3.9706 3.9661 Golden

2 Canon 3.8412 3.9748 4.0283 3.9717 3.9590 3.9151 3.9378 Golden

3 Sony 3.8103 3.9795 4.0079 3.9868 3.9523 3.8684 3.9118 Golden

4 Fuji 3.7285 3.7778 3.8710 3.8871 3.8188 3.9355 3.8751 -

5 Others 3.6281 3.7675 3.8148 3.8333 3.7664 3.6667 3.7183

INDUSTRY 3.7940 3.9217 3.9628 3.9369 3.9086 3.8671 3.8886

31. GENERAL HOSPITAL (RUMAH SAKIT UMUM)




1 RSUPN Dr. Cipto Mangunkusumo 3.9063 3.8875 3.9276 3.7500 3.8673 4.1250 3.9951 Golden

2 RS Pirngadi (Medan) 4.1389 3.8000 3.9474 3.9444 3.9503 4.0000 3.9749 Golden

3 RS Mitra Keluarga 3.9043 3.9957 3.8564 3.8723 3.9054 3.9362 3.9206 Golden

4 RS Panti Wiloso 3.9583 3.9167 3.9474 4.0000 3.9556 3.8333 3.8950 Golden

5 RS Telogorejo 3.8929 3.9286 3.9624 3.9286 3.9306 3.8571 3.8942 Golden

6 RSUD dr. Karjadi 3.8929 3.7143 3.8083 3.6111 3.7518 3.7500 3.7509 -

7 RSUD dr. Soetomo 3.6704 3.5844 3.6550 3.6000 3.6264 3.6222 3.6243 -

8 Others 3.8774 3.8546 3.8823 3.8424 3.8640 3.8576 3.8608

INDUSTRY 3.8678 3.8357 3.8574 3.8117 3.8424 3.8433 3.8429

Survey managed by:


HEADLINE

32. MATERNITY/MOTHER KID HOSPITAL (RUMAH SAKIL BERSALIN/KHUSUS IBU ANAK)




1 RS Stella Maris (Medan) 4.2125 4.2900 4.2579 4.2250 4.2492 4.1500 4.1980 Diamond

2 RSIA Hermina 3.9632 4.0809 4.0179 3.9846 4.0155 3.9412 3.9771 Golden

3 RSIA Bunda 3.8579 3.9951 3.9940 3.9836 3.9637 3.9836 3.9740 Golden

4 Others 3.7888 3.9009 3.9034 3.9522 3.8908 3.8966 3.8938

INDUSTRY 3.8814 3.9981 3.9804 3.9885 3.9667 3.9472 3.9566

33. CLINICAL LABORATORY (LABORATORIUM KILINIK)




1 CITO Laboratorium Klinik 3.8750 4.0406 4.0050 3.9625 3.9777 4.0750 4.0309 Diamond

2 Pramita 3.8936 4.0095 3.9755 4.0053 3.9751 4.0532 4.0178 Diamond

3 Prodia 3.8512 3.9621 3.9483 3.9625 3.9355 3.9917 3.9663 Golden

4 Bio Medika 3.6667 3.8172 3.6452 3.5000 3.6614 3.6774 3.6702 -

5 Others 3.8306 3.8778 3.8917 3.8707 3.8703 3.9667 3.9230

INDUSTRY 3.8454 3.9564 3.9253 3.9169 3.9153 3.9855 3.9537

34. OPTIC (OPTIK)




1 Lili Kasoem 4.0000 3.9778 4.0000 4.0000 3.9938 4.0000 3.9965 Golden

2 Optik Keluarga 4.0707 4.0673 3.9091 3.7879 3.9554 3.8788 3.9221 Golden

3 Melawai 3.8782 3.9638 3.9366 3.9826 3.9438 3.8552 3.9053 Golden

4 Seis 3.7374 3.7407 3.8424 3.7031 3.7586 3.6364 3.7054 -

5 Others 3.8419 3.9048 3.9171 3.8529 3.8827 3.8382 3.8634

INDUSTRY 3.8793 3.9332 3.9239 3.8960 3.9106 3.8435 3.8814

35. EYE CLINIC (KLINIK MATA)




1 RS Mata Undaan 3.8711 3.9151 3.9871 3.9811 3.9411 3.9623 3.9520 Golden

2 Klinik Mata Nusantara (KMN) 4.0083 4.0767 4.0632 4.0000 4.0391 3.8667 3.9501 Golden

3 Jakarta Eye Center (JEC) 3.9257 3.9973 3.8931 3.9189 3.9343 3.9189 3.9263 -

4 Medan Eye Center 3.7500 3.8548 3.8183 3.7903 3.8061 3.8065 3.8063 -

5 Others 3.9115 3.9781 3.9638 3.9684 3.9573 3.9375 3.9471

INDUSTRY 3.8964 3.9640 3.9520 3.9447 3.9412 3.9150 3.9277

Survey managed by:


HEADLINE

36. BEAUTY CLINIC (KLINIK KECANTIKAN)




1 Erha Clinic Group 3.9358 4.0595 4.0209 4.0135 4.0116 4.0000 4.0055 Diamond

2 Natasha 3.9544 4.0403 4.0171 3.9786 4.0011 3.9915 3.9961 Golden

3 London Beauty 3.8306 4.0000 3.9427 4.0000 3.9478 3.9677 3.9583 -

4 Others 3.8672 3.9914 3.9397 3.9805 3.9478 4.0234 3.9874

INDUSTRY 3.9076 4.0229 3.9830 3.9885 3.9791 4.0029 3.9916

37. MODERN HOME BUILDER (TOKO SERBA ADA KHUSUS PERKAKAS RUMAH DAN DEKORASI)




1 ACE Hardware 3.8630 3.9987 3.9030 3.9129 3.9252 3.9407 3.9316 Golden

2 Mitra 10 3.8580 3.8641 3.8047 3.8981 3.8545 3.9074 3.8764 -

3 AJBS 3.8040 3.8016 3.8552 3.8163 3.8218 3.8704 3.8419 -

4 Depo Bangunan 3.7653 3.8497 3.7959 3.7551 3.7948 3.7755 3.7868 -

5 Others 3.9167 4.0889 4.0364 3.9000 3.9948 3.8667 3.9418

INDUSTRY 3.8388 3.9210 3.8667 3.8679 3.8772 3.8925 3.8836

38. KID AND GAMES CENTER (PUSAT PERMAINAN ANAK)




1 Timezone 3.9976 3.9196 3.9148 3.9289 3.9349 3.9034 3.9197 Golden

2 Amazone 3.9211 3.9016 3.8830 3.9035 3.9004 3.8947 3.8977 Golden

3 Fun World 3.7879 3.8695 3.8333 3.8125 3.8295 3.8485 3.8387 -

4 Others 3.8889 3.6420 3.6667 3.5588 3.6720 3.6111 3.6427

INDUSTRY 3.9556 3.8952 3.8863 3.8919 3.9028 3.8794 3.8915

39. DEPARTMENT STORE (TOKO BUSANA DAN ASESORIS LAINNYA)




1 Matahari 4.0518 4.0482 4.0003 4.0000 4.0235 4.0198 4.0217 Diamond

2 Sogo 3.9219 4.0859 4.0199 4.0000 4.0174 3.9688 3.9940 Golden

3 Centro 3.6667 4.0253 3.9807 3.9242 3.9251 3.9394 3.9320 -

4 Metro 3.8065 3.8280 3.8557 3.9677 3.8642 3.9032 3.8830 -

5 Ramayana 3.9048 3.8632 3.8120 3.7615 3.8322 3.8421 3.8369 -

6 Others 3.9083 3.8169 3.7720 3.7000 3.7932 3.8000 3.7965

INDUSTRY 3.9719 3.9836 3.9382 3.9271 3.9551 3.9551 3.9551

Survey managed by:


HEADLINE

40. MODERN MARKET STORE (TOKO SERBA ADA MODEREN UKURAN BESAR DAN SUPER BESAR)




1 Carrefour 4.0272 3.9852 3.9270 3.9303 3.9641 3.9921 3.9781 Golden

2 Hypermart 3.9320 3.9649 3.9250 3.9234 3.9374 3.9737 3.9556 Golden

3 Lotte Mart 3.9080 3.9684 3.8119 3.8571 3.8856 3.9655 3.9256 Golden

4 Super Indo 3.9630 3.8883 3.7894 3.8286 3.8607 3.9722 3.9165 -

5 Giant 3.9022 3.8902 3.8247 3.8684 3.8685 3.8520 3.8603 -

6 Others 3.6711 3.8417 3.7177 3.7941 3.7611 3.6316 3.6963

INDUSTRY 3.9533 3.9426 3.8768 3.8979 3.9154 3.9336 3.9245

41. ELECTRONIC STORE (TOKO ELEKTRONIK)




1 Global Electronik 3.9889 4.2500 4.2242 4.1538 4.1676 4.2000 4.1828 Diamond

2 Electronic City 3.7568 4.0274 3.9844 3.8934 3.9292 3.9426 3.9355 Golden

3 Hartono Elektronik 3.9112 3.9241 3.8420 3.8958 3.8915 3.9098 3.9001 -

4 Electronic Solution 3.5882 3.8799 3.7968 3.6563 3.7447 3.7647 3.7541 -

5 Others 3.8535 3.8535 3.8118 3.7500 3.8170 3.9394 3.8744

INDUSTRY 3.8250 3.9785 3.9191 3.8788 3.9072 3.9355 3.9205

Survey managed by:


HEADLINE

42. BOOK STORE (TOKO BUKU)




1 Gramedia 3.9346 4.0287 3.9301 3.9510 3.9632 3.9947 3.9781 Golden

2 Toga Mas 3.6996 3.8353 3.7419 3.8171 3.7745 3.8372 3.8042 -

3 Gunung Agung 3.7147 3.8503 3.8390 3.8220 3.8104 3.7966 3.8039 -

4 Others 3.7208 3.7458 3.7444 3.7632 3.7435 3.7000 3.7229

INDUSTRY 3.8798 3.9796 3.8956 3.9167 3.9201 3.9459 3.9323

43. MINI MARKET STORE (TOKO SERBA ADA UKURAN KECIL)




1 Alfamart 3.9494 3.9280 3.9058 3.8962 3.9177 3.8529 3.8863 Golden

2 Indomaret 3.9248 3.8821 3.8738 3.8526 3.8802 3.8401 3.8608 -

3 Circle K 3.8000 3.7917 3.7625 3.9000 3.8114 3.7000 3.7575 -

4 Others 3.7308 3.8077 3.8077 3.7308 3.7746 3.6154 3.6976

INDUSTRY 3.9255 3.8960 3.8809 3.8710 3.8909 3.8344 3.8635

44. CONVENIENCE STORE (TOKO SERBA ADA UKURAN KECIL DAN KEDAI MINUM)




1 7 Eleven 3.9300 4.0074 3.9264 3.9938 3.9663 3.9259 3.9467 Golden

2 Indomaret Point 3.7333 3.9115 3.9281 3.9079 3.8811 3.9250 3.9024 Golden

3 Alfa Express 3.7475 3.8462 3.8409 3.7833 3.8095 3.6667 3.7403 -

4 Lawson 3.5161 3.7270 3.6532 3.6452 3.6448 3.7097 3.6762 -

5 Others 3.7321 3.8855 3.7143 3.6429 3.7453 3.7857 3.7649

INDUSTRY 3.7818 3.9091 3.8551 3.8634 3.8578 3.8392 3.8488

45. COURIER (KURIR)




1 Tiki 3.8289 3.8782 3.9257 3.9244 3.8929 3.8451 3.8727 Golden

2 DHL 3.8382 3.8676 3.8941 3.9559 3.8916 3.8235 3.8628 Golden

3 Pos Indonesia 3.8071 3.7217 3.7852 3.7290 3.7583 3.7870 3.7705 -

4 JNE 3.7552 3.7516 3.8000 3.8165 3.7823 3.6625 3.7316 -

5 Others 3.4773 3.4683 3.6909 3.6591 3.5799 3.7727 3.6615

INDUSTRY 3.7956 3.8008 3.8587 3.8512 3.8285 3.7957 3.8146

Survey managed by:


HEADLINE

46. INTERNET SERVICE PROVIDER (PENYEDIA LAYANAN INTERNET)




1 Telkom Speedy 4.0012 3.9832 3.9899 3.8971 3.9689 3.9568 3.9632 Golden

2 First Media 3.8741 3.9593 3.9600 3.9667 3.9418 3.9778 3.9589 Golden

3 IM2 4.0286 3.9743 3.9000 3.8906 3.9467 3.8000 3.8769 -

4 Indonet 3.6667 3.8065 3.8968 3.6452 3.7615 3.7742 3.7675 -

5 Others 3.8000 3.7889 3.8267 3.8667 3.8200 3.6667 3.7470

INDUSTRY 3.9327 3.9463 3.9528 3.8764 3.9286 3.9019 3.9159

47. PAY TV (TV BERBAYAR)




1 Indovision 4.0256 4.0179 4.0031 3.9524 4.0010 3.8769 3.9431 Golden

2 First Media 3.8241 3.8241 3.8278 3.8611 3.8336 3.8611 3.8464 Golden

3 Aora 3.7634 3.9247 3.8226 3.7581 3.8216 3.8065 3.8145 -

4 Telkomvision 3.8182 3.8333 3.9273 3.7424 3.8309 3.7879 3.8108 -

5 Others 3.5972 3.6653 3.7500 3.7609 3.6911 3.5417 3.6213

INDUSTRY 3.8536 3.8887 3.8947 3.8414 3.8705 3.8042 3.8395

48. FAST FOOD RESTAURANT (RESTORAN CEPAT SAJI)




1 KFC 4.1203 3.9814 3.9637 3.9838 4.0037 3.9489 3.9756 Golden

2 MC Donald 4.0206 3.9585 3.9452 3.9261 3.9583 3.9213 3.9393 Golden

3 Hoka-Hoka Bento 3.9167 3.9252 3.8186 3.7714 3.8548 3.8684 3.8618 -

4 A & W 3.7583 3.8383 3.7688 3.8718 3.8132 3.7750 3.7936 -

5 Others 3.8995 3.9305 3.8790 3.8016 3.8771 3.8889 3.8832

INDUSTRY 4.0351 3.9575 3.9290 3.9300 3.9574 3.9193 3.9379

Survey managed by:

Documents

HEADLINE - servicequality-award.com. PRIORITY BANKING (BANK PRIORITAS) No BRAND Service Accessibility ... 3 Commonwealth Bank 3.7613 4.1250 4.0567 3.9516 3.9851 3.8387 3.9078 - 4 The