ANALISIS MUTU LAYANAN JASA MENGGUNAKAN METODE FUZZY SERVQUAL DALAM UPAYA MENINGKATKAN MUTU LAYANAN JASA FEB UM JEMBER



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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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

Contribution
Nama Dosen Pembimbing
NIDN/NIDK
UNSPECIFIED
Herlambang, Toni
npk0701016904
UNSPECIFIED
Puspitadewi S, Ira
npk1981072711703795

Item Type: Thesis (Undergraduate)
Subjects: 600 Technology and Applied Science > 650 Business > 651 Office Services
Divisions: Faculty of Economics > Department of Management (S1)
Depositing User: GANDIS NUR MAULIDIYA | 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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