Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

Authors

  • Wahyu Oktri Widyarto Universitas Serang Raya
  • Nugraheni Djamal Universitas Serang Raya
  • Fauzul Adhim Universitas Serang Raya

DOI:

https://doi.org/10.30656/jsmi.v2i2.769

Keywords:

Expectation, Fuzzy-Servqual, Perception, PGCV Index

Abstract

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1. Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

References

P. Puspitasari, S. K. Anggraeni, and N. Wahyuni, “Mengukur Indeks Kepuasan Masyarakat dan Menentukan Prioritas Perbaikan Melalui Potential Gain In Customer Value (Studi Kasus: Samsat Kota Cilegon),†J. Ind. Serv., vol. 1, no. 1, pp. 1–5, 2015.

V. Charles, M. Kumar, and S. Suggu, “Adapting Fuzzy Linguistic Servqual Model: A comparative analysis of bank services,†Middle-East J. Sci. Res., vol. 18, no. 8, pp. 1119–1132, 2013.

B. Harto, “Analisis tingkat kepuasan pelanggan dengan pendekatan fuzzy servqual dalam upaya peningkatan kualitas pelayanan (studi kasus di bengkel resmi bajaj padang),†J. TeknoIf, vol. 3, no. 1, pp. 20–30, 2015.

N. Djamal and W. O. Widyarto, “Quality Services Measurement Using Fuzzy Service Quality (Fuzzy SERVQUAL) Method,†Int. J. Eng. Res. Technol., vol. 6, no. 6, pp. 614–618, 2017.

R. Perangin-Angin, E. S. M. Nababan, and F. Bu’ulolo, “Strategi Peningkatan Kualitas Pelayanan Kesehatan Menggunakan Integrasi Metode Fuzzy Servqual (Studi Kasus: RSU Vina Estetica Medan),†Saintia Mat., vol. 1, no. 6, pp. 529–541, 2013.

A. Enny, “Peningkatan Kualitas Pelayanan Jasa Kesehatan Di Instalasi Rawat Inap Dengan Metode Servqual–Fuzzy (Studi Di Rumah Sakit Umum Daerah (RSUD) Jombang),†J. Penelit. Ilmu-Ilmu Tek., vol. 9, no. 1, pp. 58–69, 2009.

H.-Y. Hu, Y.-C. Lee, and T.-M. Yen, “Service quality gaps analysis based on fuzzy linguistic SERVQUAL with a case study in hospital out-patient services,†TQM J., vol. 22, no. 5, pp. 499–515, 2010.

N. M. Stefano, N. Casarotto Filho, R. Barichello, and A. P. Sohn, “A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry,†Procedia CIRP, vol. 30, pp. 433–438, 2015.

F. Frieyadie and D. Alramuri, “Implementasi Metode Fuzzy Servqual untuk Menilai Pelayanan Customer Service terhadap Kepuasan Pelanggan di PT. Telkom,†J. Techno Nusa Mandiri, vol. 14, no. 2, pp. 111–116, 2017.

H. Rosyidah, T. Wuryandari, and A. Rusgiyono, “Analisis Kualitas Pelayanan Dengan Menggunakan Fuzzy Servqual, Kuadran IPA, Dan Indeks Pgcv,†J. Gaussian, vol. 4, no. 4, pp. 885–894, 2015.

S. F. Siregar, “Analisis Tingkat Kualitas Pelayanan dengan Metode Index Potential Gain Customer Value (PGCV) Di PT. Bank Muamalat Indonesia Cabang Medan,†J. Sist. Tek. Ind., vol. 7, no. 4, pp. 40–47, 2006.

R. Sukwadi, “Penentuan Prioritas Perbaikan Kualitas Layanan TransJakarta dengan Menggunakan Metode IPA-PGCV,†J. Rekayasa Sist. Ind., vol. 4, no. 2, pp. 64–69, 2015.

A. Parasuraman, V. A. Zeithaml, and A. Malhotra, “ES-QUAL: A multiple-item scale for assessing electronic service quality,†J. Serv. Res., vol. 7, no. 3, pp. 213–233, 2005.

I. H. Chow, V. P. Lau, T. W. Lo, Z. Sha, and H. Yun, “Service quality in restaurant operations in China: Decision-and experiential-oriented perspectives,†Int. J. Hosp. Manag., vol. 26, no. 3, pp. 698–710, 2007.

M. M. Ulkhaq and M. P. B. Barus, “Analisis Kepuasan Pelanggan dengan Menggunakan SERVQUAL: Studi Kasus Layanan IndiHome PT. Telekomunikasi Indonesia, Tbk, Regional 1 Sumatera,†J. Sist. dan Manaj. Ind., vol. 1, no. 2, pp. 61–67, 2017.

Z. Yamit, Manajemen Kualitas Produk dan Jasa. edisi pertama, cetakan kedua, Yogyakarta: Ekonisia, 2002.

S. Kusumadewi and H. Purnomo, Aplikasi Logika Fuzzy untuk pendukung keputusan. Yogyakarta: Graha Ilmu, 2010.

A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “Servqual: A multiple-item scale for measuring consumer perc,†J. Retail., vol. 64, no. 1, pp. 12–40, 1988.

F. Sá, Ã. Rocha, and M. P. Cota, “From the quality of traditional services to the quality of local e-Government online services: A literature review,†Gov. Inf. Q., vol. 33, no. 1, pp. 149–160, 2016.

L. Lee, M. J. Lee, and B. Dewald, “Measuring the customers’ perception of tangible service quality in the restaurant industry: an emphasis on the upscale dining segment,†J. Foodserv. Bus. Res., vol. 19, no. 1, pp. 21–38, 2016.

D. W. Ariani, Pengendalian kualitas Statistik (Pendekatan Kuantitatif dalam Manajemen Kualitas). Yogyakarta: Andi, 2004.

B. Wicaksono, N. W. Setyanto, and O. Oktavianty, “Analisis Kepuasan Pelanggan Pada Pelayanan Kesehatan Dengan Menggunakan Metode Potential Gain in Customer Value (Pgcv) Dan Entropy (Studi Kasus: Rumah Sakit Mardi Waluyo Kota Blitar),†J. Rekayasa dan Manaj. Sist. Ind., vol. 2, no. 3, pp. p637-647, 2014.

H. Umar, Metode penelitian untuk skripsi dan tesis bisnis. Jakarta: PT RajaGrafindo Persada, 2008.

S. P. Astuti, W. Wilasari, and D. E. Utami, “Meningkatkan Kualitas Pelayanan Di Bank Syariah Penelitian Dengan Fuzzy Servqual Dan Dimensi Carter,†Int. Res. J. Bus. Stud., vol. 2, no. 1, pp. 47–58, 2012.

N. N. Fajriyah, U. Effendi, and I. Santoso, “Analisis Kepuasan Pelanggan dengan Menggunakan Metode Fuzzy Servqual pada Restoran X di Kota Malang,†TIP UB, 2014.

X. Papadomichelaki and G. Mentzas, “A multiple-item scale for assessing e-government service quality,†in International Conference on Electronic Government, 2009, pp. 163–175.

Downloads

Published

2018-12-28

Issue

Vol. 2 No. 2 (2018)

Section

Articles

License

All articles in Jurnal Sistem dan Manajemen Industri can be disseminated provided they include the identity of the article and the source of the article Jurnal Sistem dan Manajemen Industri. The publisher is not responsible for the contents of the article. The content of the article is the sole responsibility of the author

Creative Commons License

Jurnal Sistem dan Manajemen Industri is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

How to Cite

[1]
“Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)”, j. sist. manaj. ind., vol. 2, no. 2, pp. 101–110, Dec. 2018, doi: 10.30656/jsmi.v2i2.769.
Crossref
Scopus
Google Scholar
Europe PMC

Similar Articles

1-10 of 14

You may also start an advanced similarity search for this article.