Penerapan Metode Fuzzy Service Quality untuk Menganalisa Kepuasan Pelayanan pada Aplikasi Satu Atap FMIPA USU Menurut Sudut Pandang Mahasiswa Sarjana Matematika

Abstract

The fuzzy method is a method used to solve problems where the description of activities, research and assessments is subjective, uncertain and imprecise. The method used in this study is the servqual approach combined with fuzzy theory so that the measurement of customer perceptions and expectations can be measured accurately. Based on the value of the gap per attribute, the attribute that needs to be prioritized by the one-stop application developer for improvement is the interior design of the one-roof application building which gets the highest gap value, which is 28.5. While the lowest gap is the friendliness and courtesy of one-stop application officers in serving students with a score of 14.42. This shows that the friendliness and courtesy of one-stop application officers in serving students are attributes that are considered by students to be better than other attributes. Based on the value of the gap per dimension, the dimension that needs to be prioritized by the one-stop application developer for improvement is the tangibles dimension (direct evidence) which has the highest gap, which is 24.51. While the lowest gap is empathy (care) with a gap value of 16.29. This shows that the student's assessment of the empathy dimension is better than the other dimensions.