Evaluation of service quality at the “Merah Putih” gamma irradiator using a fuzzy SERVQUAL based method

Milyardi, Indra; Madyaningarum, Nunik; Fitriana, Rizka

doi:10.1063/5.0116904

Cited by 1 publication

(2 citation statements)

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“…Prioritizing consumer satisfaction is a potential aspect and a challenge for companies in market competition [5]. A company or store must meet essential requirements to advance in market competition by striving to create and retain consumers because company development becomes difficult without consumer loyalty and satisfaction [6]. One of the main strategies to achieve success in business goals is to provide quality service to consumers [7].…”

Section: Introductionmentioning

confidence: 99%

“…In research conducted by [16], the application of the fuzzy service quality method in analyzing the level of Travel Customer Satisfaction Using the Fuzzy Service Quality Method that the application of fuzzy service quality can determine the customer satisfaction index (IKP) of 83.76% of customers satisfied with the services provided. Meanwhile, in research conducted [6] in 2019, the application of the fuzzy Mamdani method in analyzing the level of customer satisfaction showed that the application of the Mamdani process can determine the customer satisfaction index (IKP) of 62.53% with good service quality and customers are pretty satisfied with the taste of food provided by Stores. Based on previous research, applying the fuzzy service quality method is more efficient, with a value of almost 100% [17], [18].…”

Section: Introductionmentioning

confidence: 99%

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A Decision Support System for Evaluation Service Quality by Fuzzy SERVQUAL: A Case Study of a Modern Riteil

Ayu,

Sri Yani

2023

JURIT

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This research was conducted in a retail store in the city of Semarang. The main focus was to measure the quality of service against consumer perceptions and expectations of the retail rate. This study analyses the factors influencing consumer perception and how to design services to match consumer expectations. The population in this study is consumers who shop. The method used in this study is the Fuzzy Servqual method. Based on the results of processing and analysis, it is known that the dimensions that have the highest gap value are the Assurance dimension (-1.5175), while the tangibles dimension (-1.37), reliability (-0.318), responsiveness (-0.176) and empathy (0.315). From the result of the gap value, the empathy dimension is very satisfying, and customers feel comfortable with employee service, friendliness, and assistance with product info at retail. The assurance dimension is a dimension that must be improved by improving the state of the room, temperature, and lighting and providing a safe area for retail protesters.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%