Maulidiya, Gandis Nur (2021) ANALISIS MUTU LAYANAN JASA MENGGUNAKAN METODE FUZZY SERVQUAL DALAM UPAYA MENINGKATKAN MUTU LAYANAN JASA FEB UM JEMBER. Undergraduate thesis, UNIVERSITAS MUHAMMADIYAH JEMBER.
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A. PENDAHULUAN (3).pdf Download (477kB) |
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B. ABSTRAK.pdf Download (933kB) |
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Abstract
Abstrak Persaingan pelayanan terhadap pelanggan semakin ketat, unit-unit pelayanan perusahaan yang dahulu hanya terkesan memberikan pelayanan dengan seadanya, namun kini dituntut mampu memberikan pelayanan yang terbaik pada pelanggan. Penelitian ini bertujuan untuk mengetahui seberapa jauh harapan atau ekspektasi mahasiswa UM Jember FEB dengan menggunakan metode fuzzy servqual yaitu metode yang digunakan untuk mengetahui kriteria-kriteria kualitas yang harus ditingkatkan kualitas pelayanan/jasa berdasarkan gap yang terjadi antara persepsi dan harapan pelanggan, dengan sampel yang digunakan sebanyak 94 responden. Dari hasil analisis menggunakan fuzzy servqual ditemukan bahwa ada lima atribut yang harus mendapatkan prioritas perbaikan yakni pada atribut, rencana pembelajaran telah terlaksana dengan baik dengan nilai gap -1,529, toilet yang bersih dan wangi dengan nilai -1,483, AC di semua ruangan berfungsi dan memberikan kenyamanan dengan nilai -1,408, materi yang disampaikan oleh dosen dapat diserap dengan baik dengan nilai -1,408, ruang kelas memiliki pencahayaan yang baik dengan nilai -1,298. Dan adapun gap keseluruhan dari persepsi dan harapan dengan nilai gap -0,7514. Dilihat dari nilai gap yang ternyata masih negative. itu berarti mutu layanan jasa UM Jember FEB masih diperlukan banyak perbaikan. Kata kunci: fuzzy servqual, mutu layanan, jasa ABSTRACT Competition for services to customers is getting tighter, the company's service units, which previously only seemed to provide basic services, but now demanded be able to provide the best service to customers. This study aims to determine how far the hopes or expectations of UM Jember FEB students are by using the fuzzy servqual method, which is the method used to determine the quality criteria that must be improved service / service quality based on the gap that occurs between customer perceptions and expectations, with the sample used. many as 94 respondents. From the results of the analysis using fuzzy servqual, it was found that there are five attributes that must be prioritized for improvement, namely the attributes, the learning plan has been implemented well with a gap value of 1.529, clean and fragrant toilets with a value of -1.483, air conditioning in all rooms is functioning and provides comfort. with a value of -1.408, the material presented by the lecturer can be absorbed well with a value of -1.408, the classroom has good lighting with a value of -1.298. And there is an overall gap from perceptions and expectations with a gap value of -0.7514. Judging from the gap value, it is still negative. it means that the service quality of UM Jember FEB still needs a lot of. improvement.Keywords: fuzzy servqual, service quality, service
Item Type: | Thesis (Undergraduate) | |||||||||
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Subjects: | 600 Technology and Applied Science > 650 Business > 651 Office Services | |||||||||
Divisions: | Faculty of Economics > Department of Management (S1) | |||||||||
Department: | S1 Manajemen | |||||||||
Depositing User: | GANDIS NUR MAULIDIYA | |||||||||
Contributors: |
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Contact Email Address: | gandisgds@gmail.com | |||||||||
Date Deposited: | 05 Jun 2021 05:07 | |||||||||
Last Modified: | 05 Jun 2021 05:07 | |||||||||
URI: | http://repository.unmuhjember.ac.id/id/eprint/10134 |
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