文章基本信息

标题：Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
本地全文：下载
作者：Ahmad Lubis Ghozal ; Budi Warsito ; Munengsih Sari Bunga 等
期刊名称：E3S Web of Conferences
印刷版ISSN：2267-1242
电子版ISSN：2267-1242
出版年度：2021
卷号：317
页码：1-10
DOI：10.1051/e3sconf/202131705029
语种：English
出版社：EDP Sciences
摘要：Providing satisfaction to students and preventing students from all campus facilities services is very important to improve the quality of higher education. Therefore, this study aims to build a system to measure student satisfaction with campus services using the fuzzy servqual method. The number of samples is 100 students. The measuring instrument used in the study was declared valid with a significance level of 5% or a 95% confidence level. The reliability test with the result of 0.746 means that the measuring instrument used has high mobility. Data processing is done by calculating the value of fuzzification, defuzzification, and calculating the value of GAP between students' perceptions and expectations. From the results of the fuzzy servqual gap ranking with 5 variables, it shows that empathy gets to level 1 with the smallest value of -0.74. Level 2 is an assurance with a value of -0.85; then level 3 is reliability with a gap value of -0.89, the 4th position is the reaction force with a gap value of -0.97, and the 5th position is real with a value of -1.27. The results obtained can help the Indramayu State Polytechnic in improving the performance and quality of service.