Penentuan Tingkat Kepuasaan Pelanggan dengan Pengambilan Keputusan Menggunakan Metode Fuzzy Tsukamoto (Studi Kasus:Toko Emas Murni Padang)

Abstract

Customer satisfaction is a human feeling that is described in the variable of words. This variable is not rigid so that its value cannot be calculated with certainty. So to be able to directly feel the value of the variables of words that are used daily, fuzzy logic can be used. Research data obtained from the results of distributing questionnaires consisting of indicators of service quality, product quality and price. The stages of the Tsukamoto fuzzy method are determining the fuzzy set of input and output variables, determining the implication function, forming fuzzy logic rules, and performing defuzzification with a weighted average. Based on the results of the value of customer satisfaction obtained in subject 1 with a value of service quality 14, product quality 14 and price 10, the results obtained with a satisfaction value of 49.88.