Fuzzy SERVQUAL to Measure the Service Quality of Tutoring Institutions: A Systematic Literature Review Using PRISMA

. It is essential to gauge service quality in order to grow the business as the service sector in the field of education, one of which is a tutoring institution, develops. This study aims to conduct a comprehensive investigation of the instruments used to rate the level of service provided by educational institutions utilizing the PRISMA and SLR (Systematic Literature Review) methods. It can be used to improve strategy development, measure customer satisfaction, and develop service standards in the education industry. The nine databases chosen for content analysis were ScienceDirect, Springer Link, EmeraldInsight, Researchgate, IEEE, academia, Sagepub, IEOMSociety, and Taylor & Francis. This review includes only journal publications and English studies. This study covers the years 2018 to 2022. The 21 papers selected relate to the measurement of service quality in educational institutions. The findings from this review indicate that SERVQUAL, along with instruments such as FuzzyAHP, Fuzzy DEA, IPA, and Topdim's Fuzzy Era, are the most frequently used instruments. This study will assist researchers in collecting accurate data regarding various instruments used to evaluate the level of service provided by educational institutions. It will also assist the reader in tutoring about different instruments used in different regions of the world.


Introduction
With the construction of several Tutoring Institutions, Indonesia's service industry in the education sector has been growing for a while.This educational institution has the power to raise the standard of instruction in Indonesia.Quality improvement is a business strategy that emphasizes fulfilling consumer desires [1].Service is an effort to satisfy consumers which is an obligation that must be improved [2] and performance has a direct effect on consumer satisfaction.Therefore, a business unit is expected to improve its performance by knowing consumers' satisfaction levels [3].
These students always expect to get maximum service in things of Tutoring output.The problem, however, is that Tutoring Institution often has difficulties in measuring the quality of the services provided.Especially during the pandemic period, from 2019 to 2021, there was a decrease in the number of students and changes in Tutoring methods in it, there happen several times changes in Tutoring methods from face-to-face, e-Tutoring from March 2020 until June 2021, and blended Tutoring from June 2021 until December 2022, and from January 2022 until now, face to face is returned.Satisfaction assessment will be subjective where the nature of truth is not expressed.In its development until now, Primagama needs an instrument to measure each branch's service quality to find out existing problems to be resolved immediately.
Because this is very important for the continuity of the business establishment of this Tutoring institution.
The research conducted previously only focused on assessing the quality of its services using the servperf method without choosing which priorities were taken to measure problem handling in the Tutoring Institute [2].
The Servperf method can be used to determine the focus of attention on consumer demand, especially for factors that are important but do not yet meet satisfaction [3].
According to [4], service quality is commonly acknowledged as a predictor of overall customer satisfaction and can be characterized as an overall assessment that is similar to attitude toward the service.In the context of education, the demand to assess and execute service quality may come from student perceptions of service levels.SERVQUAL is considered to meet the statistical validity μ requirements because of its high frequency of use [5].The advantage of using the SERVQUAL method is that it is easier to capture perceptions or views from the results of data collection with questionnaires.And also superior to determine which variables should be paid more attention to improve service [6].Individuals who are unsure or (vague) about their perceived perceptions and expectations are prevented from having view difficulties by applying this fuzzy SERVQUAL method in combination.SERVQUAL is a method of measuring service quality that is divided into five dimensions, namely tangible, reliability, responsiveness, assurance, and empathy [7].Fuzzy is typically used when we need to assess a person's complex and frequently ambiguous thought processes [8].In situations like this, the fuzzy theory provides consistent measurement results.
Fuzzy Service Quality is a fuzzy set theory that provides a means to represent uncertainty and is a tool for modeling uncertainty related to ambiguity, uncertainty, and lack of information about certain elements of the problem at hand [9].In principle, the fuzzy set is an extension of the crisp set, which is a set that divides a group of individuals into two categories, members and non-members [10].
By looking at the backgrounds and research that have been done previously, it is necessary to develop a method in this research by SLR approach, or Systematic Literature Review, is encouraged because many research factors differ from one study and another.A research process called systematic literature review (SLR) tries to uncover, evaluate, and analyze findings on a study issue to respond to preset research questions.The most important implementation variables for the service sector, particularly for raising the standard of Tutoring institutions at this moment, can be identified using this SLR and PRISMA.
The Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) statement, released in 2009, was created to assist systematic reviewers in reporting the review's motivation, the authors' methods, and their findings in a transparent manner [11].
This study aims to conduct a comprehensive investigation of the instruments used to rate the level of service provided by educational institutions utilizing the PRISMA and SLR (Systematic Literature Review) methods.
This research can be used to improve service quality: Improvement Strategy Development: Research using Fuzzy SERVQUAL can provide a deeper understanding of specific aspects that need to be improved in service quality.Based on research findings, educational institutions can develop improvement strategies that focus on identified weaknesses.For example, if research results indicate that the institution's physical facilities do not meet student expectations, the institution may allocate resources to repair or upgrade those facilities [12].Measurement of Customer Satisfaction: Fuzzy SERVQUAL can be used to measure the level of customer satisfaction with the services provided by educational institutions.This research can provide insight into the extent to which customers are satisfied with the services received and the factors that influence their satisfaction.This information can be used to identify the strengths and weaknesses of the institution and direct efforts to improve customer satisfaction.Development of Service Standards: Based on research using Fuzzy SERVQUAL, educational institutions can develop clear and measurable service standards.This standard can be used as a guide to ensure that all aspects of service quality are consistently met.By having clear service standards, institutions can increase the uniformity of service quality at various levels and strengthen their reputation.

Research Method
Given that typical studies do not specify what is known and what is not known in comparison to a traditional review, this study employs a systematic literature review (SLR).SLR differs from traditional review in that it uses a scientific methodology that can be replicated and is meant to lower the possibility of error by a thorough search of already published material [13].Reporting Options The Item Guidelines for Systematic Reviews and Meta-Analysis (PRISMA), developed and modified by [11], were used to choose the sample in this investigation.
This study employs a systematic review of the literature utilizing the PRISMA approach via four steps, including identification, examination, qualification, and results received.This is accomplished by using an online database from Publish or Perish Online [11].In the initial stages of the database search using the criteria for inclusion, notably publications examining institutes of fuzzy service Tutoring.Utilize the exclusion criteria after that by examining the time publications with a range of 2018 -2022.An evaluation is done at the very end.Removing the notebook that contains identical text, the same author, and the title incomplete and checks the outcomes study topics like sample size, anticipating bias, using a comparison group, as well as the suitability of statistical tests from the listed literature [14].
Figure 2 shows the flowchart for the current investigation using PRISMA."("Fuzzy Servqual" AND "Course" OR "Tutoring Institutions") are the search terms used with years of publication from 2017 until 2022.These are the actions taken during the research.
This search yielded a total of 120 papers and this study comprised 21 papers.Language is the key factor considered when choosing articles.The requirement that the article should be peer-reviewed and published in an academic journal with a good reputation was followed by the elimination of all publications in languages other than English and filtered as many as 105 papers.
And the next step was reading the paper's title.If the heading is both about questions, can be utilized.From the title, they have filtered as many as 86 papers.Whether you conducted research or not, keep reading the abstract.This document will be downloaded if necessary for additional investigation.After screening the abstract, filter as many as 45 papers.
After being selected based on the content of the paper, the final result of the relevant paper is 21 papers.

Result and Discussion
In this section, the results of the article selection process will be explained based on a systematic literature review (SLR) mechanism.The final number of selected articles is 21 relevant and related to fuzzy servqual.The search for relevant articles is categorized into the main groups, namely: fuzzy servqual and Tutoring institute state-ofthe-art.Based on categories mentioned earlier, the results can be briefly explained through the year of distribution of publications and recent analysis for the topic.Table 1 displays the list of journals used in the study.ScienceDirect, Springer Link, EmeraldInsight, Researchgate, IEEE, academia, Sagepub, IEOMSociety, and Taylor & Francis are the sources of this SLR study.

Trends in Publications
According to the research findings, three articles were taken from 2018, two pieces were taken from 2019, eight articles were taken from 2020, seven articles were taken from 2021, and one article was taken from 2022.Data show that research on fuzzy servqual has been one of scholars' focuses and trends, particularly between 2018 and 2021.When other service sectors, in this case, mainly Tutoring institutions, start to emerge, competition starts to increase.In order to study the aspects that affect improving the quality of services in the education sector, the driving force behind this industry needs a tool to measure the quality of its services.The Fuzzy Servqual approach, which has been successfully used to support Tutoring institutions in improving their quality, is one of the research trends that have been triggered by this growth in the number of related studies that have been done on service quality.

Publishing Distribution by Year
According to the search results, research on fuzzy servqual was heavily conducted and published in Asian nations.This occurs for a variety of reasons, including the fact that the education service sector is expanding in Asian nations and that this expansion fuels the emergence of the fourth industrial revolution, which facilitates and accelerates the expansion of the education service sector globally.1 from previously, there were 21 papers found in the search results that were pertinent to the Fuzzy Servqual issue.The study' findings are based on the most recent versions of the chosen articles.Table 4 lists the authors, the purpose of the study, and a summary of the findings for each of the papers examined.It is evident from the review of these studies that there is consistency in research findings, and this is essential in SLR technique research.According to table 4, it can be seen that the measurement of service quality using the fuzzy method has been carried out by several studies.But combined with other methods to get more specific goals.
Fuzzy logic is a mathematical method that allows us to deal with uncertain or ambiguous situations.This is useful in research measuring service quality, because service quality is a subjective concept and cannot be stated with certainty.The SERVQUAL (Service Quality) model is a model used to measure and assess the quality of service provided by an organization to its customers.This model consists of five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy.By using fuzzy logic, we can handle situations where the value of service quality cannot be stated with certainty and can only be stated within a certain range.This allows us to calculate our service quality scores more accurately and comprehensively, because we are not limited to a choice of "right" or "wrong" only.
Because of this, many researchers choose to use fuzzy logic in the SERVQUAL model, because this method provides more accurate and comprehensive results compared to other methods.

Conclusion
Each study uses a different set of fuzzy measuring techniques as a SERVQUAL instrument.This study employed a systematic literature review utilizing the PRISMA methodology to review the research on how to gauge service quality in educational institutions.
The findings from this review indicate that SERVQUAL, along with instruments such as FuzzyAHP, Fuzzi DEA, IPA, and Topdim's Fuzzy Era, are the most frequently used instruments.This study will assist researchers in collecting accurate data regarding various.
Instruments used to evaluate the level of service provided by educational institutions.It will also assist the reader in Tutoring about different instruments used in different regions of the world.This study aims to conduct a comprehensive investigation of the instruments used to rate the level of service provided by educational institutions utilizing the PRISMA and SLR (Systematic Literature Review) methods and can be used to improve strategy development, measure customer satisfaction, and develop service standards in education industry.
The study's evaluation led the researcher to the conclusion that this educational institution's business drivers desire a widely used approach for gauging the quality of its services.Due to differences in service kinds between nations and between educational institutions.There must be service standards before it is possible to develop globally relevant instruments to evaluate service quality in educational institutions.

Table 1 .
The List of Journals Used in The Study

Table 2 .
Trends in Publications by Year

Table 3 .
Publishing Distribution by Year

Table 4 .
Selected Papers Analysis Following are some potential further researches on the use of Fuzzy SERVQUAL in the education industry, especially tutoring institutions: SERVQUAL Fuzzy Integration with Technology: This research can explore the use of technology such as online learning platforms or mobile applications in the context of tutoring institutions.By integrating Fuzzy SERVQUAL with technology, this research can measure and improve the quality of services provided through this technology, as well as evaluate customer perceptions and expectations related to the use of technology in learning.Effect of Demographic Factors on Customer Perceptions: This study was able to analyze how demographic factors such as age, gender, educational level, or cultural background affect customer perceptions of service quality in tutoring institutions.By using the SERVQUAL fuzzy, this research can help in understanding the different preferences and expectations between different customer groups.Application of Fuzzy SERVQUAL in Different Periods: This research can see how customer perceptions and expectations of service quality in tutoring institutions change over time.By conducting repeated surveys at different times, this research can identify changing trends and measure improvements or decreases in service quality from a customer perspective.