Open AccessThe measurement of customer satisfaction towards the service quality at xyz wholesale by using fuzzy service quality method
Author(s) -
Chalis Fajri Hasibuan
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/909/1/012053
Subject(s) - service quality , dimension (graph theory) , business , service (business) , customer satisfaction , marketing , quality (philosophy) , value (mathematics) , empathy , fuzzy logic , computer science , mathematics , statistics , psychology , philosophy , epistemology , artificial intelligence , psychiatry , pure mathematics
The service quality is the most important factor for the company, in order for the company can keep running and developing. The ways to improve service quality are to find out and understand the customers’ desires. The quality service happens when the services or products meet the customers’ expectations. This research was conducted at XYZ wholesaler to find out the quality service level and propose the attributes that need to be improved the quality of services. Furthermore, based on the gap value per attribute that needs to be prioritized by the grocery to being improved was the support facilities distance and the shopping area obtained the highest gap value of -4.08. Whereas the lowest gap value was in grocery location is 2.33. This matter showed that the grocery location was the attribute rated by the customers better than the other attributes. While based on the value per dimension, the dimension that needs to be prioritized by the grocery to being improved was the empathy dimension which obtained the highest gap value of -2.20. Whereas the lowest gap value was the assurance is 0.05. It showed that customer’ assessments towards the assurance dimension better than the others dimension