International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Since Year 2012 | Open Access | Double Blind Reviewed

ISSN: 2319-7064




Downloads: 124

Research Paper | Industrial Engineering | Indonesia | Volume 9 Issue 1, January 2020


Analysis of Customer Satisfaction Level for Improving Efforts of Service Quality Using Fuzzy SERVQUAL Approach

Agung Widarman [2] | Dayan Singasatia [2]


Abstract: In an effort to constantly improve the quality of care in authorized workshops Moto-X, we conducted research on customer satisfaction with the services in Moto-X. Where customers will determine whether service so far has been able to provide satisfaction of customer glasses or not. This study aims to determine the level of customer satisfaction as service users service, as well as identifying factors that services should be improved and enhanced its quality by comparison between the perceptions and expectations of customers. In this case is used to measure customer satisfaction SERVQUAL method (Sevice Quality). Fuzzy SERVQUAL approach allows to represent the uncertainty associated with vagueness, such as information regarding certain elements of the problem at hand, such as customer satisfaction, the level of perception, expectation and Quality of Service.


Keywords: Service, Service Quality, Fuzzy ServQual, Perceptions and Expectations


Edition: Volume 9 Issue 1, January 2020,


Pages: 1086 - 1089


How to Cite this Article?

Agung Widarman, Dayan Singasatia, "Analysis of Customer Satisfaction Level for Improving Efforts of Service Quality Using Fuzzy SERVQUAL Approach", International Journal of Science and Research (IJSR), Volume 9 Issue 1, January 2020, pp. 1086-1089, https://www.ijsr.net/get_abstract.php?paper_id=ART20204247

How to Share this Article?






Similar Articles with Keyword 'Service'

Downloads: 0

Research Paper, Industrial Engineering, India, Volume 10 Issue 6, June 2021

Pages: 1596 - 1600

Understanding Individual's Behaviour towards Two-Wheeler Electric Vehicles

Aditya Jain [2] | Ashutosh Bhargava | Shivansh Thakur [2] | Shivom Moyade [2]

Share this Article

Downloads: 0

Working Project, Industrial Engineering, Mexico, Volume 11 Issue 11, November 2022

Pages: 529 - 534

Level Exploration of the Companies' Maturity in the Industry 4.0

Gustavo Herrera Sanchez | Luz del Carmen Moran Bravo | Hector De Sampedro Poblano

Share this Article


Top