Application of Fuzzy Service Quality Method in Student Satisfaction Analysis of School Service Quality at SMAN 1 Simanindo, Samosir Regency

Penerapan Metode Fuzzy Service Quality Dalam Analisis Kepuasan Siswa Terhadap Kualitas Pelayanan Sekolah SMAN 1 Simanindo Kabupaten Samosir

Abstract

To improve the quality of service, it is necessary to know the extent to which the
level of consumer assessment of service quality, whether the service received is in accordance
with consumer expectations or not. This research was conducted to determine student satisfaction with the service quality of SMAN 1 Simanindo School. The method used in this study
is the Fuzzy Service Quality method which aims to determine the gap that occurs between the
services received and student expectations. The results of data processing indicate that the
attribute that is the main concern to be prioritized by the school so that improvements can be
made is the completeness of extracurricular support with a gap (-15.370). Based on the value
of the gap per dimension, the dimension that has the largest gap value is the dimension that
needs to be prioritized by the school for improvement. The dimension that has the largest gap
value is the physical dimension (tangiable) with a gap value of -12.98. Based on the Cartesian
diagram, the attributes that require priority treatment from the school are the completeness of
books and reference sources in the library and the school’s ability to produce quality alumni.
The attributes of the question are located in quadrant I. Based on the Fuzzy Service Quality
analysis, the overall attributes have a negative gap value. This shows that the quality of service provided by the school is unsatisfactory and still in dire need of improvement.