ANALISIS KUALITAS PELAYANAN JASA DENGAN METODE SERVICE QUALITY DAN FUZZY DI RAJAWALI HOTEL & RESTAURANT TELENGRIA - PACITAN
| Main Author: | Dennis Pudya , Adi P |
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| Format: | Thesis NonPeerReviewed application/pdf |
| Terbitan: |
, 2012
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| Subjects: | |
| Online Access: |
http://eprints.upnjatim.ac.id/3846/1/file1.pdf http://eprints.upnjatim.ac.id/3846/2/file2.pdf http://eprints.upnjatim.ac.id/3846/ |
Daftar Isi:
- SERVQUAL method is a method used to measure the service quality attributes of each dimension, it will earn the gap value that give difference between consumer perceptions with service that had been received. Fuzzy set theory was first introduced by Zadeh (1965) which was built to solve problems in which activities description, observations and subjective decision-making, equal and accurate. Fuzzy itself is generally describe a situation where the boundaries for the activity or decision- making can not be properly defined. So in research it would integrate between that two methods. Expected by integrated that two methods it can be implemented in the service industry from the perspective of customer perceptions and expectations. Perceptions and expectations of the customer's perspective is used to understand what is customer expected and perceived. Measurement using Servqual method, this method measure the service quality attributes of each dimension, so the gap value that will be obtain is a difference between consumer perceptions against the consumer expectations about service that has been received. On this day, the research between fuzzy and servqual was done independently. There have been many studies that integrated servqual method. Therefore, this study integrates servqual and fuzzy methods in order to determine whether to integrate all two methods can be implemented in the service industry. To implement it, research was conducted at Rajawali Hotel & Restaurant, Telengria-Pacitan.