ANALISA TINGKAT KEPUASAN PELANGGAN DENGAN METODE FUZZY SERVQUAL
ABSTRACT: Increasing number of
businesses in the service of making advertising boards have a negative impact
on turnover Advertising revenues, issues regarding the service, also often
complained by consumers. In order to attempt to improve the quality of customer
service we perform a study of the level of customer satisfaction. This study
uses Fuzzy Servqual. The data analysis method used is the Gap Analysis Servqual
four dimension is the difference between the expected service to the service
received by the customer. And Fuzzy Analysis to determine the gap with
defuzzification process. After processing the data in each dimension, it can be
seen that the whole dimension has a positive value unless the dimension Empathy
is the gap value of -0.426. If viewed from all four dimensions, quality service
has met the customer satisfaction level expected by customers.
Penulis: Erma Delima Sikumbang
Kode Jurnal: jptkomputerdd170333
