Measurement Of Customer Satisfaction Using Fuzzy Service Quality Method At PT.ABC
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Published:
Sep 30, 2023
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Customer, Fuzzy, Satisfaction, Service Quality
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Abstract
Customer satisfaction is obtained by someone when they feel satisfied or dissatisfied based on a comparison of product or service performance with their expectations. This factor is very crucial in assessing whether an industry, especially the service industry, is successful or not. The quality of customer satisfaction can be assessed through the difference between customer expectations and perceptions. PT. ABC effectively provides information to customers about the evaluation of the quality of services provided by its employees, as well as the factors that have an influence on the level of customer satisfaction in using these services. This study aims to measure and evaluate the quality of service with the Service Quality method, namely comparing customer expectations and perceptions. For this reason, Service Quality consists of five main dimensions, namely tangibles (physical factors), reliability (reliability), responsiveness (responsiveness), assurance (certainty), and empathy (empathy). The results showed that the service quality of PT.ABC is close to 7. This proves that PT.ABC must improve the quality of its services so that customers feel very satisfied. The highest factor is the factor that most influences customer satisfaction and has the highest gap, which is the assurance factor.
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Kurniawan, H. (2023). Measurement Of Customer Satisfaction Using Fuzzy Service Quality Method At PT.ABC . Journal of Intelligent Decision Support System (IDSS), 6(3), 168-177. https://doi.org/10.35335/idss.v6i3.160
References
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Alam, M. S., & Mondal, M. (2019). Assessment of sanitation service quality in urban slums of Khulna city based on SERVQUAL and AHP model: A case study of railway slum, Khulna, Bangladesh. Journal of Urban Management, 8(1). https://doi.org/10.1016/j.jum.2018.08.002
Altuntas, S., Dereli, T., & Erdoğan, Z. (2022). Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in health care. Kybernetes, 51(2). https://doi.org/10.1108/K-10-2020-0649
Bakir, M., & Atalik, Ö. (2021). Application of fuzzy ahp and fuzzy marcos approach for the evaluation of e-service quality in the airline industry. Decision Making: Applications in Management and Engineering, 4(1). https://doi.org/10.31181/dmame2104127b
Behdioğlu, S., Acar, E., & Burhan, H. A. (2019). Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital. Total Quality Management and Business Excellence, 30(3–4). https://doi.org/10.1080/14783363.2017.1302796
Brahmana, A. S., & Rohayati, Y. (2022). Designing Travel Aggregator Application Using the Integration of Fuzzy Electronic Service Quality and Fuzzy Refined Kano. IPTEK Journal of Proceedings Series, 0(1). https://doi.org/10.12962/j23546026.y2020i1.11944
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Fitriana, R., Kurniawan, W., & Anwar, M. R. (2019). Measurement and proposal of improving Marketing Process to improve the Quality of Aftersales Services with Fuzzy Quality Function Deployment and Data Mining Methods in OV Agency. IOP Conference Series: Materials Science and Engineering, 528(1). https://doi.org/10.1088/1757-899X/528/1/012072
Galanakis, & Goula, A. (2022). Evaluation of the quality of the nursing services of an Athens public general hospital using the SERVQUAL model. Archives of Hellenic Medicine, 39(2).
Goula, A., Rizopoulos, T., Stamouli, M. A., Kelesi, M., Kaba, E., & Soulis, S. (2022). Internal Quality and Job Satisfaction in Health Care Services. International Journal of Environmental Research and Public Health, 19(3). https://doi.org/10.3390/ijerph19031496
Goumairi, O., Aoula, E. S., & Souda, S. B. E. N. (2020). Application of the servqual model for the evaluation of the service quality in Moroccan higher education: Public engineering school as a case study. International Journal of Higher Education, 9(5). https://doi.org/10.5430/ijhe.v9n5p223
Hamdani, H., Setiawinata, T. N., Septiarini, A., Henderi, Abidin, Z., & Hartatik. (2021). Customer Satisfaction Analysis to Improve the Library Services Using Fuzzy Servqual Method. 2021 International Conference on Decision Aid Sciences and Application, DASA 2021. https://doi.org/10.1109/DASA53625.2021.9682231
Ijadi Maghsoodi, A., Saghaei, A., & Hafezalkotob, A. (2019). Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system. European Research on Management and Business Economics, 25(3). https://doi.org/10.1016/j.iedeen.2019.04.004
Ishak, A., & Wanli. (2020). Evaluation and Selection of E-commerce Service Quality Using Fuzzy AHP Method. IOP Conference Series: Materials Science and Engineering, 1003(1). https://doi.org/10.1088/1757-899X/1003/1/012152
Jami Pour, M., Ebrahimi Delavar, F., Taheri, G., & Kargaran, S. (2020). Developing a scale of social commerce service quality: an exploratory study. Kybernetes, 50(8). https://doi.org/10.1108/K-06-2020-0373
Javed, S. A., Liu, S., Mahmoudi, A., & Nawaz, M. (2019). Patients’ satisfaction and public and private sectors’ health care service quality in Pakistan: Application of grey decision analysis approaches. International Journal of Health Planning and Management, 34(1). https://doi.org/10.1002/hpm.2629
Karmeita, G., Atmaja, K., Nyoman, N., & Yasa, K. (2020). The Role of Customer Satisfaction in Mediating the Influence of Price Fairness and Service Quality on the Loyalty of Low Cost Carriers Customers in Indonesia. International Research Journal of Management, 7(5).
Katelo, I., Kokina, I., & Raščevskis, V. (2021). SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA. SOCIETY. INTEGRATION. EDUCATION. Proceedings of the International Scientific Conference, 6. https://doi.org/10.17770/sie2021vol6.6282
Khulan, G., Odsvren, B., Ariunaa, M., & Enkhbileg, T. (2018). SERVICE QUALITY INFLUENCES ON CUSTOMER SATISFACTION AND BRAND LOYALTY: IN CASE OF MONGOLIAN BANKINGSECTOR Master of International Business Management, Master of Business Management. In International Journal of Management and Applied Science (Issue 7).
Luke, R., & Heyns, G. J. (2020). An analysis of the quality of public transport in Johannesburg, South Africa using an adapted SERVQUAL model. Transportation Research Procedia, 48. https://doi.org/10.1016/j.trpro.2020.08.095
Miranda, S., Tavares, P., & Queiró, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector. Journal of Business Research, 89. https://doi.org/10.1016/j.jbusres.2017.12.040
Nguyen, P. H. (2021). A Fuzzy Analytic Hierarchy Process (FAHP) Based on SERVQUAL for Hotel Service Quality Management: Evidence from Vietnam. Journal of Asian Finance, Economics and Business, 8(2). https://doi.org/10.13106/jafeb.2021.vol8.no2.1101
RiyazhKhan, A. M., & Haq, A. N. (2019). Role of service quality measurements in in-patients satisfaction in corporate hospitals. International Journal of Business Excellence, 18(3). https://doi.org/10.1504/IJBEX.2019.100752
Sam, E. F., Hamidu, O., & Daniels, S. (2018). SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives. Case Studies on Transport Policy, 6(1). https://doi.org/10.1016/j.cstp.2017.12.004
Sari, D. P., Rinawati, D. I., & Midiawati. (2018). Airline service quality analysis using integration of Fuzzy Servqual, PGCV index, and TRIZ methods in Indonesian full-service carrier airlines. International Journal on Advanced Science, Engineering and Information Technology, 8(3). https://doi.org/10.18517/ijaseit.8.3.3889
Souri, M. E., Sajjadian, F., Sheikh, R., & Sana, S. S. (2018). Grey SERVQUAL method to measure consumers’ attitudes towards green products - A case study of Iranian consumers of LED bulbs. Journal of Cleaner Production, 177. https://doi.org/10.1016/j.jclepro.2017.12.105
Thirumal Azhagan, C., Gangadharan, S., & Madhanrajan, U. (2021). WITHDRAWN: Computational analysis for service quality determinants in retail sectors using SERVQUAL model. Materials Today: Proceedings. https://doi.org/10.1016/j.matpr.2021.01.236
Titin Herawaty, M., Rahman, A., Rohimah, L., Ivan Taruna, H., Dwi Styaningrum, E., & Suleman, D. (2022). INTERNATIONAL JOURNAL OF SOCIAL AND MANAGEMENT STUDIES (IJOSMAS) The Influence of Service Quality and Price on Alfamart Consumer Loyalty with Customer Satisfaction As Mediation Variables. International Journal of Social and Management Studies (Ijosmas), 3(2775–0809).
Velazco Gonzales, A. R., Flores Chavez, S. M., Medina Gamez, K. P., & Cuba Pacheco, L. G. (2021). Models and determinant variables of innovation to improve quality and customer satisfaction in service companies. Universidad Ciencia y Tecnología, 25(111). https://doi.org/10.47460/uct.v25i111.512
Yuan, J., Zhang, Z. M., Yüksel, S., & Di̇Nçer, H. (2020). Evaluating recognitive balanced scorecard-based quality improvement strategies of energy investments with the integrated hesitant 2-tuple interval-valued Pythagorean fuzzy decision-making approach to QFD. IEEE Access, 8. https://doi.org/10.1109/ACCESS.2020.3023330
Yunanto, T. K., & Astini, R. (2020). The Effect of Service Quality and Ticket Rates for Customer Satisfaction and the Implication of Repurchase Intention of Sriwijaya Air Joint Operation with Garuda Indonesia. International Journal of Innovative Science and Research Technology, 5(5).
Zhang, S., Zhong, H., Wei, C., & Zhang, D. (2022). Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach. Electronics (Switzerland), 11(23). https://doi.org/10.3390/electronics11234018
Zun, A. B., Ibrahim, M. I., & Hamid, A. A. (2018). Level of satisfaction on service quality dimensions based on SERVQUAL model among patients attending 1 Malaysia clinic in Kota Bharu, Malaysia. Oman Medical Journal, 33(5). https://doi.org/10.5001/omj.2018.76
Afroj, S., Hanif, F., Hossain, M. Bin, Fuad, N., Islam, I., Sharmin, N., & Siddiq, F. (2021). Assessing the municipal service quality of residential neighborhoods based on SERVQUAL, AHP and Citizen’s Score Card: A case study of Dhaka North City Corporation area, Bangladesh. Journal of Urban Management, 10(3). https://doi.org/10.1016/j.jum.2021.03.001
Al-Neyadi, H. S., Abdallah, S., & Malik, M. (2018). Measuring patient’s satisfaction of healthcare services in the UAE hospitals: Using SERVQUAL. International Journal of Healthcare Management, 11(2). https://doi.org/10.1080/20479700.2016.1266804
Alam, M. S., & Mondal, M. (2019). Assessment of sanitation service quality in urban slums of Khulna city based on SERVQUAL and AHP model: A case study of railway slum, Khulna, Bangladesh. Journal of Urban Management, 8(1). https://doi.org/10.1016/j.jum.2018.08.002
Altuntas, S., Dereli, T., & Erdoğan, Z. (2022). Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in health care. Kybernetes, 51(2). https://doi.org/10.1108/K-10-2020-0649
Bakir, M., & Atalik, Ö. (2021). Application of fuzzy ahp and fuzzy marcos approach for the evaluation of e-service quality in the airline industry. Decision Making: Applications in Management and Engineering, 4(1). https://doi.org/10.31181/dmame2104127b
Behdioğlu, S., Acar, E., & Burhan, H. A. (2019). Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital. Total Quality Management and Business Excellence, 30(3–4). https://doi.org/10.1080/14783363.2017.1302796
Brahmana, A. S., & Rohayati, Y. (2022). Designing Travel Aggregator Application Using the Integration of Fuzzy Electronic Service Quality and Fuzzy Refined Kano. IPTEK Journal of Proceedings Series, 0(1). https://doi.org/10.12962/j23546026.y2020i1.11944
Fajri Hasibuan, C. (2020). The measurement of customer satisfaction towards the service quality at xyz wholesale by using fuzzy service quality method. IOP Conference Series: Materials Science and Engineering, 909(1). https://doi.org/10.1088/1757-899X/909/1/012053
Fitriana, R., Kurniawan, W., & Anwar, M. R. (2019). Measurement and proposal of improving Marketing Process to improve the Quality of Aftersales Services with Fuzzy Quality Function Deployment and Data Mining Methods in OV Agency. IOP Conference Series: Materials Science and Engineering, 528(1). https://doi.org/10.1088/1757-899X/528/1/012072
Galanakis, & Goula, A. (2022). Evaluation of the quality of the nursing services of an Athens public general hospital using the SERVQUAL model. Archives of Hellenic Medicine, 39(2).
Goula, A., Rizopoulos, T., Stamouli, M. A., Kelesi, M., Kaba, E., & Soulis, S. (2022). Internal Quality and Job Satisfaction in Health Care Services. International Journal of Environmental Research and Public Health, 19(3). https://doi.org/10.3390/ijerph19031496
Goumairi, O., Aoula, E. S., & Souda, S. B. E. N. (2020). Application of the servqual model for the evaluation of the service quality in Moroccan higher education: Public engineering school as a case study. International Journal of Higher Education, 9(5). https://doi.org/10.5430/ijhe.v9n5p223
Hamdani, H., Setiawinata, T. N., Septiarini, A., Henderi, Abidin, Z., & Hartatik. (2021). Customer Satisfaction Analysis to Improve the Library Services Using Fuzzy Servqual Method. 2021 International Conference on Decision Aid Sciences and Application, DASA 2021. https://doi.org/10.1109/DASA53625.2021.9682231
Ijadi Maghsoodi, A., Saghaei, A., & Hafezalkotob, A. (2019). Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system. European Research on Management and Business Economics, 25(3). https://doi.org/10.1016/j.iedeen.2019.04.004
Ishak, A., & Wanli. (2020). Evaluation and Selection of E-commerce Service Quality Using Fuzzy AHP Method. IOP Conference Series: Materials Science and Engineering, 1003(1). https://doi.org/10.1088/1757-899X/1003/1/012152
Jami Pour, M., Ebrahimi Delavar, F., Taheri, G., & Kargaran, S. (2020). Developing a scale of social commerce service quality: an exploratory study. Kybernetes, 50(8). https://doi.org/10.1108/K-06-2020-0373
Javed, S. A., Liu, S., Mahmoudi, A., & Nawaz, M. (2019). Patients’ satisfaction and public and private sectors’ health care service quality in Pakistan: Application of grey decision analysis approaches. International Journal of Health Planning and Management, 34(1). https://doi.org/10.1002/hpm.2629
Karmeita, G., Atmaja, K., Nyoman, N., & Yasa, K. (2020). The Role of Customer Satisfaction in Mediating the Influence of Price Fairness and Service Quality on the Loyalty of Low Cost Carriers Customers in Indonesia. International Research Journal of Management, 7(5).
Katelo, I., Kokina, I., & Raščevskis, V. (2021). SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA. SOCIETY. INTEGRATION. EDUCATION. Proceedings of the International Scientific Conference, 6. https://doi.org/10.17770/sie2021vol6.6282
Khulan, G., Odsvren, B., Ariunaa, M., & Enkhbileg, T. (2018). SERVICE QUALITY INFLUENCES ON CUSTOMER SATISFACTION AND BRAND LOYALTY: IN CASE OF MONGOLIAN BANKINGSECTOR Master of International Business Management, Master of Business Management. In International Journal of Management and Applied Science (Issue 7).
Luke, R., & Heyns, G. J. (2020). An analysis of the quality of public transport in Johannesburg, South Africa using an adapted SERVQUAL model. Transportation Research Procedia, 48. https://doi.org/10.1016/j.trpro.2020.08.095
Miranda, S., Tavares, P., & Queiró, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector. Journal of Business Research, 89. https://doi.org/10.1016/j.jbusres.2017.12.040
Nguyen, P. H. (2021). A Fuzzy Analytic Hierarchy Process (FAHP) Based on SERVQUAL for Hotel Service Quality Management: Evidence from Vietnam. Journal of Asian Finance, Economics and Business, 8(2). https://doi.org/10.13106/jafeb.2021.vol8.no2.1101
RiyazhKhan, A. M., & Haq, A. N. (2019). Role of service quality measurements in in-patients satisfaction in corporate hospitals. International Journal of Business Excellence, 18(3). https://doi.org/10.1504/IJBEX.2019.100752
Sam, E. F., Hamidu, O., & Daniels, S. (2018). SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives. Case Studies on Transport Policy, 6(1). https://doi.org/10.1016/j.cstp.2017.12.004
Sari, D. P., Rinawati, D. I., & Midiawati. (2018). Airline service quality analysis using integration of Fuzzy Servqual, PGCV index, and TRIZ methods in Indonesian full-service carrier airlines. International Journal on Advanced Science, Engineering and Information Technology, 8(3). https://doi.org/10.18517/ijaseit.8.3.3889
Souri, M. E., Sajjadian, F., Sheikh, R., & Sana, S. S. (2018). Grey SERVQUAL method to measure consumers’ attitudes towards green products - A case study of Iranian consumers of LED bulbs. Journal of Cleaner Production, 177. https://doi.org/10.1016/j.jclepro.2017.12.105
Thirumal Azhagan, C., Gangadharan, S., & Madhanrajan, U. (2021). WITHDRAWN: Computational analysis for service quality determinants in retail sectors using SERVQUAL model. Materials Today: Proceedings. https://doi.org/10.1016/j.matpr.2021.01.236
Titin Herawaty, M., Rahman, A., Rohimah, L., Ivan Taruna, H., Dwi Styaningrum, E., & Suleman, D. (2022). INTERNATIONAL JOURNAL OF SOCIAL AND MANAGEMENT STUDIES (IJOSMAS) The Influence of Service Quality and Price on Alfamart Consumer Loyalty with Customer Satisfaction As Mediation Variables. International Journal of Social and Management Studies (Ijosmas), 3(2775–0809).
Velazco Gonzales, A. R., Flores Chavez, S. M., Medina Gamez, K. P., & Cuba Pacheco, L. G. (2021). Models and determinant variables of innovation to improve quality and customer satisfaction in service companies. Universidad Ciencia y Tecnología, 25(111). https://doi.org/10.47460/uct.v25i111.512
Yuan, J., Zhang, Z. M., Yüksel, S., & Di̇Nçer, H. (2020). Evaluating recognitive balanced scorecard-based quality improvement strategies of energy investments with the integrated hesitant 2-tuple interval-valued Pythagorean fuzzy decision-making approach to QFD. IEEE Access, 8. https://doi.org/10.1109/ACCESS.2020.3023330
Yunanto, T. K., & Astini, R. (2020). The Effect of Service Quality and Ticket Rates for Customer Satisfaction and the Implication of Repurchase Intention of Sriwijaya Air Joint Operation with Garuda Indonesia. International Journal of Innovative Science and Research Technology, 5(5).
Zhang, S., Zhong, H., Wei, C., & Zhang, D. (2022). Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach. Electronics (Switzerland), 11(23). https://doi.org/10.3390/electronics11234018
Zun, A. B., Ibrahim, M. I., & Hamid, A. A. (2018). Level of satisfaction on service quality dimensions based on SERVQUAL model among patients attending 1 Malaysia clinic in Kota Bharu, Malaysia. Oman Medical Journal, 33(5). https://doi.org/10.5001/omj.2018.76
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