Goods and services

Goods and servicesGOODS SERVICE


1. Goods

The goods are the result or output (tangible) of the transformation process of the resource, so that it can be seen, touched, touched, felt, held, stored, moved, and got other physical treatment. From the aspect of endurance, there are two kinds of goods: :

a) Non-durable goods (nondurable goods)

Non-durable goods are tangible goods that are usually consumed in one or several times its use.example: soap, drinks and snacks, chalk, sugar and salt

b) Durable goods (durable goods)

Durable goods are brewed goods that can usually last a long time with a lot of usage (economic life for normal use is a year or more) example: TV, refrigerator, car, computer, etc.

2. Services (service)

Service is an activity, benefit or satisfaction offered for sale. Examples of reparation workshops, courses, educational institutions, telecommunications services, transportation and others.In fact strict differences between goods and services difficult, because the purchase of certain goods is often accompanied by services- special services (eg installation or warranty for repairs) and the purchase of a service often includes goods that are complete (food in the restaurant).

Kontinum intangibility and tangibilityUnsurintangible

Tangible element



Legal services


Food ready to eat


Soft drink


SugarService has four main characteristics that distinguish from the goods are:


Service is different from goods. If goods can be owned, then services can only be consumed but not owned. For example telephones in telecommunications services, aircraft in air transport services, food in restaurant services. Intangible services, maxutnya can not be seen, felt, kissed, heard , or before purchased and consumed.


Goods are usually produced, then sold, then consumed.sedangkan services on the other hand, generally sold first, then produced and consumed simultaneously.interaction between service providers and customers is a special feature in the marketing services.there are two types of service operations that is produktion -centered service operations and customer-centered service operations.


Service is variable because it is a non-standardized output, meaning that many variations of form, quality and type, depending on who, when, and where the service is produced. Three stages in the control

a. Make investments in the selection and training of good personnel

b.Melakukan standardization process of service implementation

c. Monitor customer satisfaction through a system of suggestions and complaints

4.perishabilityService is a commodity not durable and can not be saved. This is not a problem if the demand remains because it is easy to prepare the waiter for the request before.

Process Services

The process is defined as a series of activities that are repeatedly performed and the monument to transform suppliers' inputs into outputs received by customers

Factors include:

Human resources (manpower)

b.Mesin (machine)

c.Raw material (material)

d.Method (method)

e.Size (measurement)

f.Environment (environment)

Variations of ServicesInterpreted as the difference between a particular action or activity with the targeted results. There are two types of variation: common cause and special cause.variation

this is caused by the interaction of various aspects of the process that affect every event and / or aspect of the aspect in controlling the management is part of the system

Cost of service quality

Quality costs are costs that occur or may occur or may occur due to poor quality. Quality costs can be grouped into:

a.The price of conformance (voluntary cost)

Prevention costs

Cost of detection / assessment

b.The price of nonconformance

Cost of internal failure

Cost of external failure

Examples of service / service quality items that are departmental basis:a.Action



d.Processing data

e.Financial / financial



Project Management

i.Quality assurance


Source:Fandy, tjiptono. (1997) Total Quality service.Yogyakarta: publisher Andi.



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