MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]

Service quality plays an essential part in customer satisfaction. There are many approaches to measure customer satisfaction through delivery of service quality. One of the issue that leave the decision maker in an awkward position in selecting the most appropriate criteria available is by customer...

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Published in:Journal of Quality Measurement and Analysis
Main Author: Mohamed F.; Alias S.; Setapa M.; Kanafiah S.F.H.M.; Kamarulzaman L.
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2022
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85202584808&partnerID=40&md5=c2106ffd0601a8b670145e4050b528c8
id 2-s2.0-85202584808
spelling 2-s2.0-85202584808
Mohamed F.; Alias S.; Setapa M.; Kanafiah S.F.H.M.; Kamarulzaman L.
MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
2022
Journal of Quality Measurement and Analysis
18
1

https://www.scopus.com/inward/record.uri?eid=2-s2.0-85202584808&partnerID=40&md5=c2106ffd0601a8b670145e4050b528c8
Service quality plays an essential part in customer satisfaction. There are many approaches to measure customer satisfaction through delivery of service quality. One of the issue that leave the decision maker in an awkward position in selecting the most appropriate criteria available is by customer satisfaction. Therefore, the purpose of this study is to evaluate the customer satisfaction of service quality by using advanced methods; fuzzy evaluation approach. The service quality selected is based on five criteria, which are tangible, responsiveness, assurance, empathy, and reliability. The linguistic term of each criterion is used to get the best evaluation result. The developed questionnaire is distributed to twenty experts in the service quality at Jabatan Hal Ehwal Agama Islam Kelantan (JHEAIK) for one day duration. The findings showed that all the criterias meet the high level of service quality with the level satisfaction in between 0.6 and 0.8. The lowest ranking level of satisfaction are Responsiveness (C2) and Reliability (C5). Meanwhile, Tangible (C1) and Empathy (C4) are the the middle value of customer satisfaction. Lastly, with the highest value of level satisfaction which is Assurance (C3). The outcome of the study will help to increase customer satisfaction at JHEAIK by improving their management service quality according to each criteria. Therefore, the fuzzy evaluation is a powerful approach to evaluate the criteria level for customer satisfaction in service quality. © 2022, Penerbit Universiti Kebangsaan Malaysia. All rights reserved.
Penerbit Universiti Kebangsaan Malaysia
18235670
English
Article

author Mohamed F.; Alias S.; Setapa M.; Kanafiah S.F.H.M.; Kamarulzaman L.
spellingShingle Mohamed F.; Alias S.; Setapa M.; Kanafiah S.F.H.M.; Kamarulzaman L.
MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
author_facet Mohamed F.; Alias S.; Setapa M.; Kanafiah S.F.H.M.; Kamarulzaman L.
author_sort Mohamed F.; Alias S.; Setapa M.; Kanafiah S.F.H.M.; Kamarulzaman L.
title MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
title_short MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
title_full MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
title_fullStr MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
title_full_unstemmed MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
title_sort MEASURING CUSTOMER SATISFACTION OF SERVICE QUALITY BY FUZZY EVALUATION APPROACH; [Mengukur Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Menggunakan Pendekatan Penilaian Kabur]
publishDate 2022
container_title Journal of Quality Measurement and Analysis
container_volume 18
container_issue 1
doi_str_mv
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85202584808&partnerID=40&md5=c2106ffd0601a8b670145e4050b528c8
description Service quality plays an essential part in customer satisfaction. There are many approaches to measure customer satisfaction through delivery of service quality. One of the issue that leave the decision maker in an awkward position in selecting the most appropriate criteria available is by customer satisfaction. Therefore, the purpose of this study is to evaluate the customer satisfaction of service quality by using advanced methods; fuzzy evaluation approach. The service quality selected is based on five criteria, which are tangible, responsiveness, assurance, empathy, and reliability. The linguistic term of each criterion is used to get the best evaluation result. The developed questionnaire is distributed to twenty experts in the service quality at Jabatan Hal Ehwal Agama Islam Kelantan (JHEAIK) for one day duration. The findings showed that all the criterias meet the high level of service quality with the level satisfaction in between 0.6 and 0.8. The lowest ranking level of satisfaction are Responsiveness (C2) and Reliability (C5). Meanwhile, Tangible (C1) and Empathy (C4) are the the middle value of customer satisfaction. Lastly, with the highest value of level satisfaction which is Assurance (C3). The outcome of the study will help to increase customer satisfaction at JHEAIK by improving their management service quality according to each criteria. Therefore, the fuzzy evaluation is a powerful approach to evaluate the criteria level for customer satisfaction in service quality. © 2022, Penerbit Universiti Kebangsaan Malaysia. All rights reserved.
publisher Penerbit Universiti Kebangsaan Malaysia
issn 18235670
language English
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