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Ratri Wulandari
Universitas Telkom
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Journal : Journal of Intelligent Computing and Health Informatics (JICHI)

 1 
New Fuzzy ServQual Build with Three Types of Fuzzy Numbers Wulandari, Ratri; sulistijanti, wellie
Journal of Intelligent Computing & Health Informatics Vol 3, No 2 (2022): September
Publisher : Universitas Muhammadiyah Semarang Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26714/jichi.v3i2.11637

Abstract

Every community in the world desires optimal service quality that meets their expectations. To achieve this, it is essential to measure the level of public satisfaction with the quality of services provided by service providers. Fuzzy servqual is a method used to determine the level of service quality through survey data. The process involves calculating the value of fuzzification, defuzzification, and the GAP value between perception and expectation. This paper introduces a new approach to processing data by using three types of fuzzy numbers: shoulder fuzzy, triangle fuzzy, and trapezoidal fuzzy. The use of three types of fuzzy numbers yields different GAP calculation results compared to using only a triangular fuzzy. The results of this research show that the use of fuzzy number improvement during the fuzzyfication step leads to better GAP results with greater accuracy.
Co-Authors Addin Trirahmanto Adrin, Athaya Fatharani Agnia Lutfiah Salsabila Alfiansyah, Igit Rizki Almas, Puspa Alifah Andrianawati, Aida Aniq Atiqi R Annisa Aditsania Ardhanu Kusumanto Arnanti Primiana Yuniati Asep Mulyana Aufarin Aubin Aulia Fiya Maulida Bambang Irawanto Bayu Surarso Bin Salim, Mohd Razman Boby Herafandy Suyono Desty Istiqomalia Desty Istiqomalia Djoko Murdowo Eka Sulistiyowati Fajriani, Mediva Dyah Fathma Dzakiyah Annuroni Febrina Amalia Nur Aqmarina Hapsoro, Nur Arief Idhar Resmadi Imas Wihdah Misshuari Irnade Salva Sutyaningsih Istiawan, Deden Juwanda, Farikhin Karkauni, Biki Sabili Khania Alikha Sari Kholifah, Wulan Riska Laksita, One Triska Lisda Fadhilah Mahendra Nur Hadiansyah Manurung, Leony Teresia Marwiyah, Syaibatul Maulida, Aulia Fiya Mediva Dyah Fajriani Muhammad Sulthan Madany Nadila Rindy Antika Putri Nelsa Siti Nurhaliza Novi Listyawati, Ratih Nuring Hayati, Nunung Nurul Adawiyah Pohan, Agus Salim Prabasworo, Bhanu Putu Harry Gunawan Rahmat Lutfi Guefara Randy Pandita Bastari Rendy Pandita Rendy Pandita B Rezky Diningrat Khan Safi Nur Indahsari Sari, Virgania Sesilia Windy Carena Shidqi Alia Taufiq Shinta Nur Arafah Sidik Sihite, Yanti Dameria Siti Saadah Sri Soedewi Sulistijanti, Wellie Sutyaningsih, Irnade Salva Syahida, Arifah Nur Tantri Wilasari Tarita Intan Soraya Titian Sarihati Togar Mulya Radja Vika Haristianti Wibisono Tegar GP Wibowo, Tophan Heri Windyaning Ustyannie Wulan Bhakti Pertiwi Yanfa Alnur Fajri Yudono, Danang Tri Zulfa lailatul Izzah Zulkipli, Muhammad