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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