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

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.
Open Access Copyright (c) 2019 Jurnal Teknologi dan Sistem Komputer
Creative Commons License This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Citation Format:
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.
Fulltext View|Download Email colleagues
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

Article Metrics:

Article Info
Section: Original Research Articles
Language : ID
Related articles
Decision support system model using FIS Mamdani for determining tire pressure Rancang Bangun Sistem Kontrol Robot Line Follower Menggunakan Logika Fuzzy Adaptive Lighting System for Presence Detection and Indoor Room Brightness Control Intelligent System for Determining Parking Locations in Campus Areas Using Fuzzy Logic Based on Internet of Things Decision Support System for Football Players Lineup Selection using Fuzzy Multiple Attribute Decision Making and K-Means Clustering Methods More related articles
Most cited articles
Landfill Gas Monitoring System Based on Internet of Things Genetic Algorithm for Optimizing Food Composition for Hypertension Patients Perancangan Game Math Adventure Sebagai Media Pembelajaran Matematika Berbasis Android Expert System for Diagnosis of Plant Pest and Disease Horticulture with Forward and Backward Chaining Inference Mobile Application of Expert System for Meningitis Early Diagnosis More cited articles
  1. B. Harto, “Analisis tingkat kepuasan pelanggan dengan pendekatan fuzzy servqual dalam upaya peningkatan kualitas pelayanan (studi kasus di bengkel resmi bajaj Padang),” Jurnal TEKNOIF, vol. 3, no. 1, pp. 20-30, 2015
  2. H. Sholikah and S. W. Iriananda, “Analisis kepuasan pelanggan travel menggunakan metode fuzzy service quality,” Journal of Information Technology and Computer Science (JOINTECS) vol.2, no.2, pp. 69-74, 2017. doi: 10.31328/jointecs.v2i2.468
  3. F. Frieyadie and D. Alramuri, “Implementasi metode fuzzy servqual untuk menilai palayanan customer service terhadap kepuasan pelanggan di PT. Telkom,” Jurnal Techno Nusa Mandiri, vol. 14, no. 2, pp. 111-115, 2017
  4. H. Sarjono and N. Natalia, “ServQual dalam pelayanan kelas pada laboratorium manajemen,” Binus Business Review, vol. 5, no. 1, pp. 404-417, 2014
  5. E. Sutinah and O. R. Simamora, “Metode fuzzy servqual dalam mengukur kepuasan pasien terhadap kualitas layanan BPJS kesehatan,” Jurnal Informatika, vol.5, no.1, pp. 90-101, 2018
  6. N. N. Fajriyah, “Analisa kepuasan pelanggan dengan menggunakan metode fuzzy servqual pada restoran x di kota Malang,” skripsi, Universitas Brawijaya, Indonesia, 2014
  7. D. Suharyanta and Q. A’yunin, “Analisis tingkat kualitas pelayanan jasa menggunakan metode service quality (servqual) fuzzy di instalasi radiologi Rumah Sakit Umum Daerah (RSUD) Panembahan Senopati Bantul, KESMAS: Jurnal Fakultas Kesehatan Masyarakat, vol. 7, no. 2, pp. 27-50, 2013. doi: 10.12928/kesmas.v7i1.1047
  8. N. Shofia, L. Sinta, and P. Kusuma, “Analisis kepuasan masyarakat terhadap kualitas pelayanan pengadilan agama kabupaten Kediri dengan pendekatan logika fuzzy,” Jurnal Matematika Dan Pendidikan Matematika, vol. 2, no. 2, pp. 119-127, 2017. 10.26594/jmpm.v2i2.893
  9. N. F. Kartika and S. Suprayogi, “Implementasi fuzzy-service quality terhadap tingkat kepuasan layanan mahasiswa,” Jurnal Ilmiah SISFOTENIKA, vol. 7, no. 1, pp. 39-49, 2017. doi: 10.30700/jst.v7i1.132
  10. R. R. Ligoresi, S. A. Mola, and N. D. Rumlaklak, “Penerapan fuzzy service quality (servqual) untuk menganalisa kepuasan pelayanan pendidikan pada jurusan Ilmu Komputer Fakultas Sains dan Teknik Universitas Nusa Cendana,” Jurnal Komputer dan Informatika (JICON), vol. 5, no. 2, pp. 48-58, 2017
  11. Y. Anggraeni, “Pengukuran indeks kepuasan pelanggan dengan pendekatan partial least square (PLS) (study kasus: pelanggan kartu Im3),” skripsi, Universitas Negeri Yogyakarta, Indonesia, 2010
  12. A. B. Yushila, M. Effendi, and U. Effendi, “Analisis kepuasan konsumen dengan metode fuzzy-servqual dan quality function deployment (studi kasus cafe Right Time Malang), “ Jurnal Teknologi Pertanian, vol. 18, no. 2, pp. 107-118, 2017. doi: 10.21776/ub.jtp.2017.018.02.11
  13. M. Khafid and A. Widianto, “Peningkatan kualitas pelayanan peserta BPJS ketenagakerjaan dengan metode fuzzy-servqual dan index pgcv (studi kasus BPJS ketenagakerjaan cabang perintis Brebes),” Monex: Journal Research Accounting Politeknik Tegal, vol. 6, no. 1, pp. 230-235, 2017
  14. N. Rokhmat and K. Amar, “Perbaikan kualitas layanan hotel dengan menggunakan model servqual dan performance control matrix (studi kasus di University Hotel UIN Sunan Kalijaga Yogyakarta),” in Seminar Nasional IENACO 2016, Semarang, Indonesia, Mar. 2016, pp. 426-433
  15. A. Parasuraman, V. A. Zeithaml, and L. L Berry, ”A conceptual model of service quality and it’s implication for future research,” Journal of Marketing, vol. 49, no. 4, pp. 41-50, 1985. doi: 10.1177/002224298504900403
  16. Z. H. Mariska and M. S. Shihab, “Pengaruh dimensi service quality terhadap kepuasan tamu hotel dan dampaknya terhadap behaviour intention (studi kasus pada hotel Aston Kuningan suites-Jakarta),” Jurnal Manajemen dan Bisnis Sriwijaya, vol. 14, no.2, pp. 217-234, 2016
  17. S. Sugiyono, Metodologi penelitian kuantitatif, kualitatif dan R&D. Bandung: Alfabeta, 2013
  18. Penyuluhan Pertanian, Perikanan dan Kehutanan, UU Republik Indonesia No. 16 Tahun 2016, 2016

Last update:

No citation recorded.

Last update: 2024-11-21 01:25:25

No citation recorded.