Open AccessEVALUATION OF CUSTOMER STATISFACTION IN INSTITUTE OF TEACHER EDUCATION DATO' RAZALI ISMAIL CAMPUS USING FUZZY LOGIC
Author(s) -
Mas Norbany Abu Samah,
Yuslaini ' Yunus,
Nur Ruzaini Che Mansor,
Azman Jusoh,
Mohd Aminudin Abu Bakar
Publication year - 2021
Publication title -
international journal of modern trends in social sciences
Language(s) - English
Resource type - Journals
ISSN - 2600-8777
DOI - 10.35631/ijmtss.417004
Subject(s) - customer satisfaction , fuzzy logic , computer science , service quality , defuzzification , stratified sampling , quality (philosophy) , service (business) , knowledge management , medical education , fuzzy set , marketing , artificial intelligence , business , mathematics , fuzzy number , statistics , medicine , philosophy , epistemology
Customer satisfaction is an important issue in various sectors including in educational institutions. The needs and requirements of students and lecturers as customers of an institution must be met by the management to ensure quality services are offered. The performance of an organization is measured by customer satisfaction with their needs. Customer satisfaction issues do not only occur in Malaysia but also abroad. Complaints and grievances about the facilities and services provided were the cause of this study. Therefore, this study was conducted to determine the level of satisfaction of students and lecturers on the services and facilities provided at IPG Kampus Dato’ Razali Ismail. The respondents of the study consisted of students and lecturers selected by stratified random sampling. Data were collected based on a questionnaire distributed online and involved seven dimensions. Descriptive analysis was performed using SPSS 26 for windows and then fuzzy logic analysis using Matlab R2020b for windows. Fuzzy logic uses linguistic variables given degrees of membership. A fuzzy inference system using the Fuzzy Mamdani model was used to process the data. Hence, to get the output there are four levels that need to be done namely blurring, ordering, inference and defuzzification. The findings of this study enable management to maintain existing performance and make continuous improvements over time to ensure service quality and customer satisfaction.