Pengukuran Kepuasan Pelanggan Terhadap Kualitas Pelayanan di Indogrosir Pusat perkulakan dengan Menggunakan metode Fuzzy Service Quality

Abstract

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 Indogrosir Pusat Perkulakan in Medan to find out the quality service level and propose the attributes that need to be improved the quality of services. The fuzzy method is a method used to resolve problems where the activities descriptions; subjectively research and assessment are uncertain and inexact. Then, the servqual approach combine with fuzzy theory was used in this research so the customers’ perceptions and expectations measurement can be measured exactly. 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, and also the empathy dimension criteria need to be prioritized to being improved.