Email this article Improving Service Quality in a Tutoring Institutions using Fuzzy-Servqual
Abstract
Quality improvement is a business strategy that emphasizes fulfilling consumer desires. This study aims to determine consumer needs, in this case students, as a reference for improving the business quality of tutoring institutions by using the Fuzzy-Servqual method to sort out service quality values that can be used to determine priority handling. The evaluation criteria are determined based on the five dimensions of the servqual model. Fuzzy-servqual is applied to get the importance weight of each servqual model criterion. The dimension of physical evidence (tangibles) is a priority that needs to be evaluated, with a gap value of -0.08. The top priority is Availability of Green Areas -0.51, followed by Completeness, comfort and cleanliness of the library -0.44, and Comfort, cleanliness and safety of study rooms -0.24. The conclusion obtained is that the application of Fuzzy Servqual can be applied to measure the quality of service in a tutoring institution based on predetermined indicators. Future research should adopt a more comprehensive approach by considering various perspectives for a thorough understanding of improving the quality of services in tutoring institutions
Keywords
Full Text:
PDFReferences
Abari, A. A. F., Yarmohammadian, M. H., & Esteki, M. (2021). Assessment of quality of education a non-governmental university via ServQual model. Procedia - Social and Behavioral Sciences, 15, 2299–2304. https://doi.org/10.1016/j.sbspro.2011.04.097
Akdere, M., Top, M., & Tekingündüz, S. (2020). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence, 31(3–4), 342–352.
https://doi.org/10.1080/14783363.2018.1427501
Che Rose, R., Uli, J., Abdul, M., & Looi Ng, K. (2018). Hospital service quality: a managerial challenge. International Journal of Health Care Quality Assurance, 17(3), 146–159. https://doi.org/10.1108/09526860410532784
Djunaidi, M., Alghofari, A. K., & Rahayu, D. A. (2018). Penilaian Kualitas Jasa Pelayanan Lembaga Bimbingan Belajar Primagama Berdasarkan Preferensi Konsumen. Jurnal Ilmiah Teknik Industri, 5(1), 25–32.
Djunaidi, M., Setiawan, E., & Hariyanto, T. (2018). Analisis Kepuasan Pelanggan Dengan Pendekatan Fuzzy Service Quality Dalam Upaya Peningkatan Kualitas Pelayanan. Jurnal Ilmiah Teknik Industri, 4(3), 139–146.
Efendi, M., Harianto, W., & Nugraha, D. A. (2021). Penerapan Metode Servqual Dan Ahp Sebagai Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Bengkel Akena Malang. Rainstek Jurnal Terapan Sains Dan Teknologi, 3(1), 42–50.
https://doi.org/10.21067/jtst.v3i1.4986
Harto, B. (2018). Analisis Tingkat Kepuasan Pelanggan Dengan Pendekatan Fuzzy Servqual Dalam Upaya Peningkatan Kualitas Pelayanan (Studi Kasus Di Bengkel Resmi Bajaj Padang). Jurnal Teknoif, 3(Vol.3 No.1), 20–30.
Kartika, N. F. (2017). Implementasi Fuzzy - Service Quality Terhadap Tingkat Kepuasan Layanan Mahasiswa Implementation of Fuzzy – Service Quality for Student Service Level of Satisfaction. Jurnal Ilmiah Sisfotenika, 7(1), 38–49
Lewis, B. R. (2017). Servqual. In Wiley Encyclopedia of Management (pp. 1–1). https://doi.org/10.1002/9781118785317.weom090654
Nguyen, N. B. T., Lin, G. H., & Dang, T. T. (2021). Fuzzy multi-criteria decision-making approach for online food delivery (OFD) companies evaluation and selection: A case study in Vietnam. Processes. https://www.mdpi.com/1200920
Nojavan, M., Heidari, A., & Mohammaditabar, D. (2021). A fuzzy service quality based approach for performance evaluation of educational units. Sciencedirect. https://doi.org/10.1016/j.seps.2020.100816
Putri, H. M., Dachyar, M., & Nurcahyo, R. (2021). Measuring service quality of halal certification in Indonesia food industry using Fuzzy-Servqual method for service quality improvement. Proceedings of the International Conference on Industrial Engineering and Operations Management, 34, 1782–1791.
Putri, R. O., & Martha, S. (2019). Analisis kualitas pelayanan akademik dengan metode servperf dan ipa. Buletin Ilmiah Math. Stat. Dan Terapannya (Bimaster), 08(1), 103–110.
Saeedpoor, M., Vafadarnikjoo, A., Mobin, M., & Rastegari, A. (2019). A servqual model approach integrated with fuzzy AHP and fuzzy topsis methodologies to rank life insurance firms. International Annual Conference of the American Society for Engineering Management 2018, ASEM 2018, September 2019, 605–614.
Saputra, B. (2019). The Most Course Programs in Indonesia.
https://repositori.kemdikbud.go.id/13795/2019
Siwi, A., Utami, F., & Prasetyo, F. (2021). Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital. 5(2), 117–126.
Sohail, M. S., & Hasan, M. (2021). Students’ perceptions of service quality in Saudi universities: the Servperf model. In Learning and Teaching in Higher Education. emerald.com. https://doi.org/10.1108/LTHE-08-2020-0016
Stefano, N. M., Zattar, I. C. (2020). Assesment Of Service Quality In The Hotel Industry: Use of Fuzzy Hybrid Methodologies. In Brazilian Journal of Procedia CIRP. academia.edu.
https://www.academia.edu/download/67692257/pdf.pdf
Refbacks
- There are currently no refbacks.
Jurnal PASTI (Penelitian dan Aplikasi Sistem dan Teknik Industri)
Teknik Industri, Fakultas Teknik, Universitas Mercu Buana
Jl. Meruya Selatan, Kembangan, Jakarta Barat 11650
Tlp./Fax: +62215871335
p-ISSN: 2085-5869 / e-ISSN: 2598-4853
http://journal.mercubuana.ac.id/index.php/pasti/
This journal is accredited:
This journal is indexed by:
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.