PENERAPAN METODE FUZZY SERVICE QUALITY (SERVQUAL) UNTUK MENGANALISA KEPUASAN PELAYANAN PENDIDIKAN PADA JURUSAN ILMU KOMPUTER FAKULTAS SAINS DAN TEKNIK UNIVERSITAS NUSA CENDANA

Main Article Content

Roswita R Ligoresi
Sebastianus Adi Santoso Mola
http://orcid.org/0000-0002-1698-0758
Nelci D Rumlaklak

Abstract

In carrying the service of education, Departmen Of Computer Science Faculty Of Science And Technique University Of Nusa Cendana, trying to give the service that can be contented the students. So far the departmen doesn’t know how the assessment of students against the service given. The survey of students statisfaction can be a manner to deliver what they feel and what is the hope of students against the service of education. Fuzzy service quality (servqual) method can be used to analyze the statisfaction of service. The concept of fuzzy is used to help the respondent for giving value that more objective, while the servqual method define the statisfaction of service as how far the difference between the facts and the hope on the service that is received by respondent. This method have five dimention that are tangibles, reliability, responsiveness, assurance dan emphaty. The result of service statisfaction analysis in Computer Science Department using the fuzzy method in the academic year 2016/2017 the value is GAP -14.3197, that means the giving service is not statisfy. Based on the result of analysis gived repair recommendation of each dimention that is the value of GAP is smallest negative.

Downloads

Download data is not yet available.

Article Details

How to Cite
Ligoresi, R., Mola, S., & Rumlaklak, N. (2017). PENERAPAN METODE FUZZY SERVICE QUALITY (SERVQUAL) UNTUK MENGANALISA KEPUASAN PELAYANAN PENDIDIKAN PADA JURUSAN ILMU KOMPUTER FAKULTAS SAINS DAN TEKNIK UNIVERSITAS NUSA CENDANA. Jurnal Komputer Dan Informatika, 5(2), 48-58. https://doi.org/10.35508/jicon.v5i2.365
Section
Articles

References

[1] Hadjar, I., 1996, Dasar-Dasar Metodologi Penelitian Kuantitatif Dalam Pendidikan, Raja Grafindo Persada, Jakarta.
[2] Kusumadewi, S., 2010, Aplikasi Logika Fuzzy Untuk Pendukung Keputusan, Edisi 2, Graha Ilmu, Yogyakarta.
[3] Maruvada, D.P., Bellamkonda, R.S., 2010, Analyzing The Passanger Service Quality of The Indian Reilways Using Railqual : Examining The Applicability of Fuzzy Logic. International Journal of Innovation, Management and Technology, ISSN: 2010-0248, Vol.1, No. 5.
[4] Neolaka, N. R. S. A., 2013, Analisa Kepuasan Terhadap Penyelenggaraan Layanan Pendidikan Dan Upaya Perbaikan Pada Fakultas Keguruan Dan Ilmu Pendidikan (FKIP) Universitas Nusa Cendana Kupang Menggunakan Metode Fuzzy Servqual Dan Quality Function Deployment, Skripsi, Program Studi Pendidikan Matematika Jurusan Pendidikan MIPA Fakultas Keguruan dan Ilmu Pendidikan Universitas Nusa Cendana, Kupang.
[5] Parasuraman, A., Zeithaml, V. A., Berry, L.L., 1990, Delivering Quality Service Balancing Customer Perception And Expectation, The Free Press, New York.
[6] Parasuraman, A., Zeithaml, V. A., Berry, L.L., 1998, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No. 1.
[7] Sudrajad, 2010, Ebook (PDF) Dasar-Dasar Logika Fuzzy, http://pustaka.unpad.ac.id/wpcontent/uploads/2010/07/dasar_dasar_fuzzy_logic.pdf.
[8] Suharyanta, D., A’yunin, Q., 2011, Analisis Tingkat Kualitas Pelayanan Jasa Menggunakan Metode Service Quality (Servqual) Fuzzy Di Instalasi Radiologi Rumah Sakit Umum Daerah (RSUD) Panembahan Senopati Bantul, Jurnal KESMAS, ISSN: 1978-0575, Vol. 7, No. 1.
[9] Sujarweni, V. W., 2014, Metodologi Penelitian, Pustaka Baru Press, Yogyakarta.

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.