Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic

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 o...

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Autores principales:	Ghozal Ahmad Lubis, Warsito Budi, Bunga Munengsih Sari, Darsih Darsih, Fikri Moh Ali
Formato:	article
Lenguaje:	EN FR
Publicado:	EDP Sciences 2021
Materias:	Environmental sciences GE1-350
Acceso en línea:	https://doaj.org/article/d2b4c6e0d5484f5fb990f6aa75d6ccc8
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spelling	oai:doaj.org-article:d2b4c6e0d5484f5fb990f6aa75d6ccc82021-11-08T15:19:57ZMeasurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic2267-124210.1051/e3sconf/202131705029https://doaj.org/article/d2b4c6e0d5484f5fb990f6aa75d6ccc82021-01-01T00:00:00Zhttps://www.e3s-conferences.org/articles/e3sconf/pdf/2021/93/e3sconf_icenis2021_05029.pdfhttps://doaj.org/toc/2267-1242Providing 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.Ghozal Ahmad LubisWarsito BudiBunga Munengsih SariDarsih DarsihFikri Moh AliEDP SciencesarticleEnvironmental sciencesGE1-350ENFRE3S Web of Conferences, Vol 317, p 05029 (2021)
institution	DOAJ
collection	DOAJ
language	EN FR
topic	Environmental sciences GE1-350
spellingShingle	Environmental sciences GE1-350 Ghozal Ahmad Lubis Warsito Budi Bunga Munengsih Sari Darsih Darsih Fikri Moh Ali Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
description	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.
format	article
author	Ghozal Ahmad Lubis Warsito Budi Bunga Munengsih Sari Darsih Darsih Fikri Moh Ali
author_facet	Ghozal Ahmad Lubis Warsito Budi Bunga Munengsih Sari Darsih Darsih Fikri Moh Ali
author_sort	Ghozal Ahmad Lubis
title	Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
title_short	Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
title_full	Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
title_fullStr	Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
title_full_unstemmed	Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
title_sort	measurement at student service satisfaction using fuzzy service quality method at indramayu state polytechnic
publisher	EDP Sciences
publishDate	2021
url	https://doaj.org/article/d2b4c6e0d5484f5fb990f6aa75d6ccc8
work_keys_str_mv	AT ghozalahmadlubis measurementatstudentservicesatisfactionusingfuzzyservicequalitymethodatindramayustatepolytechnic AT warsitobudi measurementatstudentservicesatisfactionusingfuzzyservicequalitymethodatindramayustatepolytechnic AT bungamunengsihsari measurementatstudentservicesatisfactionusingfuzzyservicequalitymethodatindramayustatepolytechnic AT darsihdarsih measurementatstudentservicesatisfactionusingfuzzyservicequalitymethodatindramayustatepolytechnic AT fikrimohali measurementatstudentservicesatisfactionusingfuzzyservicequalitymethodatindramayustatepolytechnic
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Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic

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