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Measuring customer satisfaction of service quality by fuzzy evaluation approach

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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Main Authors: Firdawati Mohamed,, Suriana Alias,, Mariam Setapa,, Siti Farah Haryatie Mohd Kanafiah,, Liziana Kamarulzaman,
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2022
Online Access:http://journalarticle.ukm.my/19448/1/Paper-3-Firdawati-1.pdf
http://journalarticle.ukm.my/19448/
https://www.ukm.my/jqma/jqma18-1/
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spelling my-ukm.journal.194482022-08-19T01:53:56Z http://journalarticle.ukm.my/19448/ Measuring customer satisfaction of service quality by fuzzy evaluation approach Firdawati Mohamed, Suriana Alias, Mariam Setapa, Siti Farah Haryatie Mohd Kanafiah, Liziana Kamarulzaman, 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. Penerbit Universiti Kebangsaan Malaysia 2022 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/19448/1/Paper-3-Firdawati-1.pdf Firdawati Mohamed, and Suriana Alias, and Mariam Setapa, and Siti Farah Haryatie Mohd Kanafiah, and Liziana Kamarulzaman, (2022) Measuring customer satisfaction of service quality by fuzzy evaluation approach. Journal of Quality Measurement and Analysis, 18 (1). pp. 27-35. ISSN 1823-5670 https://www.ukm.my/jqma/jqma18-1/
institution Universiti Kebangsaan Malaysia
building Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
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.
format Article
author Firdawati Mohamed,
Suriana Alias,
Mariam Setapa,
Siti Farah Haryatie Mohd Kanafiah,
Liziana Kamarulzaman,
spellingShingle Firdawati Mohamed,
Suriana Alias,
Mariam Setapa,
Siti Farah Haryatie Mohd Kanafiah,
Liziana Kamarulzaman,
Measuring customer satisfaction of service quality by fuzzy evaluation approach
author_facet Firdawati Mohamed,
Suriana Alias,
Mariam Setapa,
Siti Farah Haryatie Mohd Kanafiah,
Liziana Kamarulzaman,
author_sort Firdawati Mohamed,
title Measuring customer satisfaction of service quality by fuzzy evaluation approach
title_short Measuring customer satisfaction of service quality by fuzzy evaluation approach
title_full Measuring customer satisfaction of service quality by fuzzy evaluation approach
title_fullStr Measuring customer satisfaction of service quality by fuzzy evaluation approach
title_full_unstemmed Measuring customer satisfaction of service quality by fuzzy evaluation approach
title_sort measuring customer satisfaction of service quality by fuzzy evaluation approach
publisher Penerbit Universiti Kebangsaan Malaysia
publishDate 2022
url http://journalarticle.ukm.my/19448/1/Paper-3-Firdawati-1.pdf
http://journalarticle.ukm.my/19448/
https://www.ukm.my/jqma/jqma18-1/
_version_ 1743108001940635648
score 13.211869

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