Implementasi fuzzy servqual dalam evaluasi kualitas pelayanan penyuluh pertanian

Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

*Dewi Suranti scopus  -  Department of Informatics, Universitas Dehasen Bengkulu, Indonesia
Yupianti Yupianti  -  Department of Informatics, Universitas Dehasen Bengkulu, Indonesia
Received: 14 Mar 2019; Revised: 3 Sep 2019; Accepted: 6 Sep 2019; Published: 31 Oct 2019; Available online: 3 Oct 2019.
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Section: Articles
Language: ID
Statistics: 360 75
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.
Keywords
fuzzy servqual; service quality; agricultural extension

Article Metrics:

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