| Issue |
E3S Web Conf.
Volume 317, 2021
The 6th International Conference on Energy, Environment, Epidemiology, and Information System (ICENIS 2021)
|
|
|---|---|---|
| Article Number | 05029 | |
| Number of page(s) | 10 | |
| Section | Information System Management and Environment | |
| DOI | https://doi.org/10.1051/e3sconf/202131705029 | |
| Published online | 05 November 2021 | |
Measurement at Student Service Satisfaction Using Fuzzy Service Quality Method at Indramayu State Polytechnic
1 Department of Informatics, Indramayu State Polytechnic, West Java, Indonesia
2 Department of Statistics, Faculty of Science and Mathematics, Diponegoro University, Central Java, Indonesia
* Corresponding author: alghoz@gmail.com
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.
© The Authors, published by EDP Sciences, 2021
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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