Total Quality Management of Information System for Quality Assessment of Pesantren Using Fuzzy-SERVQUAL

¹ Master of Information System, School of Postgraduate Studies, Diponegoro University, Semarang – Indonesia 50242
² Department of Electronic Engineering, Faculty of Engineering, Diponegoro University, Semarang – Indonesia 50275
³ Department of Computer System, Faculty of Engineering, Diponegoro University, Semarang – Indonesia 50275

^* Corresponding author: arbiati_f@student.undip.ac.id

Abstract

This research proposed a model combining an approach of Total Quality Management (TQM) and Fuzzy method of Service Quality (SERVQUAL) to asses service quality. TQM implementation was as quality management orienting on customer’s satisfaction by involving all stakeholders. SERVQUAL model was used to measure quality service based on five dimensions such as tangible, reliability, responsiveness, assurance, and empathy. Fuzzy set theory was to accommodate subjectivity and ambiguity of quality assessment. Input data consisted of indicator data and quality assessment aspect. Input data was, then, processed to be service quality assessment questionnaires of Pesantren by using Fuzzy method to get service quality score. This process consisted of some steps as follows : inputting dimension and questionnaire data to data base system, filling questionnaire through system, then, system calculated fuzzification, defuzzification, gap of quality expected and received by service receivers, and calculating each dimension rating showing quality refinement priority. Rating of each quality dimension was, then, displayed at dashboard system to enable users to see information. From system having been built, it could be known that tangible dimension had the highest gap, -0.399, thus it needs to be prioritized and gets evaluation and refinement action soon.