Implementasi fuzzy servqual dalam evaluasi kualitas pelayanan penyuluh pertanian

Dewi Suranti; Yupianti Yupianti

doi:10.14710/jtsiskom.7.4.2019.147-153

DOI: https://doi.org/10.14710/jtsiskom.7.4.2019.147-153

Implementasi fuzzy servqual dalam evaluasi kualitas pelayanan penyuluh pertanian

Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

Dewi Suranti

, Yupianti Yupianti

Department of Informatics, Universitas Dehasen Bengkulu, Indonesia

Received: 14 Mar 2019; Revised: 3 Sep 2019; Accepted: 6 Sep 2019; Available online: 3 Oct 2019; Published: 31 Oct 2019.

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

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Abstract

This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achieved. The customer satisfaction index is 87.93%, which means farmers are satisfied with the services provided. The study can be a motivation to improve the quality of service to farmers for UPT BPP Sukaraja.

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Keywords: fuzzy servqual; service quality; agricultural extension

Funding: Universitas Dehasen Bengkulu; Direktorat Riset dan Pengabdian kepada Masyarakat Kemenristekdikti Republik Indonesia atas pendanaan penelitian tahun anggaran 2019

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Section: Original Research Articles

Language : ID

In Volume 7, Issue 4, Year 2019 (October 2019)

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Implementasi fuzzy servqual dalam evaluasi kualitas pelayanan penyuluh pertanian

Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

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