Decision Support System for Service Quality Using SMART and Fuzzy ServQual Methods

Abstract

The Regional Technical Implementation Unit of the Tresna Werdha Social Home for the Elderly of Natar South Lampung does not yet have a systematic calculation, which can be a parameter of the quality level of each service. This study develops a system to solve the problem of the calculation gap between perceptions and expectations in determining the quality level of each service, namely the Decision Support System using the Simple Multi-Attribute Rating Technique Method (SMART) and Fuzzy Service Quality. The results showed that the SMART method obtained an accuracy rate of 85.71%, 75.00% Precision, 100% Recall, and 100% Specificity, while the Fuzzy Service Quality method obtained an accuracy rate of 71.43%, 66.67% Precision, 66.67% Recall, and 75.00% Specificity. So that the Simple Multi-Attribute Rating Technique Method (SMART Method) is superior, so it is more appropriate to solve the problem of decision-making on the level of service quality at the Regional Technical Implementation Unit of the Tresna Werdha Elderly Social Home, Natar South Lampung.