Efforts to Improve Service Quality with Fuzzy Approach and Service Quality Methods at Dunia Barusa Inc.

Abstract

Dunia Barusa, Inc. is a business institution engaged in Toyota car sales services, spare parts and periodic service. Service quality is an important factor in determining the success of this business. Services provided by Dunia Barusa, Inc., includes a comfortable waiting room with prayer rooms and toilets, responsiveness of service complaints, friendly and professional attention of employees, providing a complete and comprehensive service, using equipment and that is in accordance with standards, selling authentic Toyota spare parts and coupled with various promotional gifts for periodic service and purchase of spare parts. The steps of data collection are done by observing and distributing questionnaires from several criteria. The criteria were obtained through interviews and literature studies. The method used to measure service quality using Fuzzy Servqual. From the results of the calculation of customer expectations Defuzzyfikation can be known, the value of the highest expectations of customers to improve service quality at Dunia Barusa Inc. is in attribute X8, which is the timeliness of service provided with a value of 2.80 and the lowest value is attribute X12, which is the greeting given on arrival with a value of 1.97. The criteria that have the highest gap value are timeliness of the service provided. Accordingly, this criteria is a criteria that many customers complain and needs to have an improvement.