9
Menurut Rambat dalam Arief (2007, p12), kata jasa sendiri mempunyai
banyak
arti
dari
pelayanan
personal
(personal service)
sampai
jasa
sebagai
suatu
produk.Sejauh
ini
sudah
banyak
pakar
pemasaran jasa yang telah berusaha
mendefinisikan pengertian jasa. Berikut ini adalah beberapa diantaranya :
“A
service
is
an
activity
or
a
service
of
activities
which take
place
in
interactions with a contact person or physical machine and which provides customer
satisfaction” Lehtinen dalam Arief (2007, p12).
“A
service
is
an
activity
or
series
of
activities
of
more
or
less
intangible
nature
that
normally,
but
not
necessarily, take
place
in
interaction
between
the
customer and service employees and/or physical resources or goods and/or system of
the service provider, which are provide as solution to customer problems” Gronroos
dalam Arief (2007, p12).
Menurut
William J.Staton
dalam Arief
(2007,
p13),
memberikan
pengertian
jasa sebagai berikut :
“ Service are those separately indentifiable, essentially intangible activities
that provide want – satisfaction, and that are not necessarily tied to sale of a product
or another service. To produce a service may or may not require the use of tangible
goods. However, when such use is required,there is no transfer of the title (permanent
ownership) to these tangible goods”.
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