Open AccessQuality Service Analysis at Pusat Pelayanan Pendidikan Terpadu (P3T) Universitas Malahayati Using Fuzzy and Service Quality Method
Author(s) -
Marcelly Widya Wardana,
Ahmad Sidiq,
Heri Wibowo,
Younky Ario Pangestu
Publication year - 2020
Publication title -
iop conference series. materials science and engineering
Language(s) - English
Resource type - Journals
eISSN - 1757-899X
pISSN - 1757-8981
DOI - 10.1088/1757-899x/807/1/012030
Subject(s) - service quality , servqual , reliability (semiconductor) , service (business) , quality (philosophy) , customer satisfaction , service level objective , customer service assurance , computer science , fuzzy logic , service delivery framework , service design , business , marketing , customer retention , power (physics) , philosophy , physics , epistemology , quantum mechanics , artificial intelligence
Each institution must try to provide the best service for costumers, but the level of customer satisfaction with a service is different. Every customer always expects to get the optimal service they want. This study aims to determine the level of service quality (Servqual) in the Quality Analysis of Pusat Pelayanan Pendidikan Terpadu (P3T) with Fuzzy Methods and Quality Services at Universitas Malahayati based on five dimensions of Tangible, Reliability, Responsiveness, Assurance and Empathy. This research was conducted by distributing questionnaires to P3T service users and then testing the validity and reliability. The method used is the fuzzy method followed by the calculation of the gap. Respondents in this study were 100 mixed students of various study programs at Universitas Malahayati with an error rate of 10%. The results of the calculation showed that the service performance provided by P3T was almost all the attributes whose performance must be improved. By improving the attributes that have high inequality values, it is expected to improve the quality of the P3T service so that it can increase the trust of service providers to customers.