Post on 05-Apr-2018
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
1/82
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GM^M PBJDMJ^MV
Puko syugur gbhmnormt Maamh YT^ gmrbjm mtms rmhlmt nmj gmrujom-Jym
pbjuaos nmpmt lbjybabsmogmj tudms mghor ojo nbjdmj fmog.
^udms Mghor ojo nosusuj ujtug lblbjuho pbrsymrmtmj nmaml lblpbrcabh
dbamr Ymrkmjm ^bgjog, Kurusmj ^bgjog Ojnustro Emguatms ^bgjog Rjovbrsotms
Pblfmjdujmj Jmsocjma Ubtbrmj Kmgmrtm.
^udms Mghor ojo nmpmt tbrsusuj nbjdmj fmog gmrbjm nugujdmj nmj fmjtumj
nmro fbrfmdmo pohmg, fmog fmjtumj lcroa lmupuj lmtbroa. Cabh gmrbjm otu Pbjuaos
lbjduimpgmj fmjymg tbrolm gmsoh gbpmnm ;
=.
Gbpmnm gbblpmt crmjd tumgu, sbrtm gbaumrdm mtms sblum ncm,
folfojdmj nmj nugujdmj sbhojddm pbjuaos sbamau sblmjdmt nmaml
lbjdbrkmgmj ^udms Mghor ojo.
6.
Ostro nmj Imacj mjmggu tbriojtm, ymjd sbamau lbjnmlpojdo sbtomp
amjdgmhgu nmaml lbjdmrujdo gbhonupmj ojo.
9.
Or. Yuaostocjc, LYi sbamgu Nbgmj Emguatms ^bgjog Rjovbrsotms
Pblfmjdujmj Jmsocjma Ubtbrmj Kmgmrtm.
>.
Or. Yudbjd Prmyotjc, sbamgu Gbtum Prcdrml Ytuno ^bgjog Ojnustro
Rjovbrsotms Pblfmjdujmj Jmsocjma Ubtbrmj Kmgmrtm.
2.
Ofu Or. Yoto Vchmjm, L^ sbamgu pblfolfojd ymjd tbamh
lblfbrogmj fmjtumj, smrmj nmj folfojdmj gbpmnm pbjuaos.
5.
Ofu Or.Aoaog [uamohmh, LYo sbamgu pblfolfojd ymjd tbamh
lblfbrogmj fmjtumj, smrmj nmj folfojdmj gbpmnm pbjuaos.
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4.
Ybauruh ncsbj nmj stme Emguatms ^bgjog ymjd tonmg nmpmt pbjuaos
sbfutgmj smtu pbr smtu.
8.
Gbpmnm smhmfmt-smhmfmt ymjd sbamau lbjncmgmj sbrtm lblfbrogmj
smrmj nmj lmsugmj nmaml pbjdbrkmmj sgropso ojo.
?.
^blmj-tblmj mjdgmtmj 6008, 600? ^bgjog Ojnustro RPJ
Ubtbrmj Kmgmrtm mtms lmsugmj nmj smrmj sbamlm pbjdbrkmmj
^udms Mghor ojo.
=0.
Lmhmsoswm nmj mauljo Emguatms ^bgjog ymjd tonmg nmpmt
nosbfutgmj smtu pbr smtu.
Nmaml pbjyusujmj ampcrmj tudms mghor ojo, pbjuaos lbjymnmro
lmsoh fmjymg gbgurmjdmj. Cabh gmrbjm otu, Pbjuaos lbjdhmrmpgmj grotog
nmj smrmj ymjd lblfmjduj nmro sblum pohmg dujm pbrfmogmj no lmsm
lbjnmtmjd. Yblcdm ampcrmj ojo fbrlmjemmt sblum pohmg.
Kmgmrtm,4 Lbo 60==
Pbjuaos
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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ooo
NME^MV OYO
ABLFMV PBJDBYMHMJ
GM^M PBJDMJ^MV ..........................................................................................o
NME^MV OYO ...................................................................................................... ooo
NME^MV ^MFBA ............................................................................................... vo
NME^MV DMLFMV.......................................................................................... voo
NME^MV AMLPOVMJ ......................................................................................vooo
MFY^VMG........................................................................................................... ox
=.=. Amtmr Fbamgmjd .................... ......................................... ................. =
=.6. Pbrulusmj Lmsmamh ....................................................................... 9
=.9. ^ukumj nmj Lmjemmt Pbjbaotomj ....................................................... 9
=.>. Fmtmsmj Lmsmamh ........................................................... ................. >
=.2. Yostblmtogm Pbjuaosmj .......... ......................................... ................. >
6.=. Hmsoa Pbjbaotomj ^brnmhuau ............................................................. 5
6.=.=. Rsmhm Pbjojdgmtmj Gumaotms Pbamymjmj ................................. 5
6.=.6. Mjmaosos Gbpumsmj Pbamjddmj ............................................... 4
6.=.9. Mpaogmso Euzzy-Ybrvquma ...................................................... 8
6.6. Pbjdbrtomj Gbpumsmj Gcjsulbj .................................................... ?
6.9. Kmsm ............................................................................................ =0
6.>. Nolbjso Gumaotms Kmsm .......... ......................................... ................ ==
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6.2. Lbtcnb Ybrvoib ]umaoty ................................................................. =9
6.2.=. Nbeojoso Ybrvoib ]umaoty ....................................................... =9
6.2.6. Pbjbrmpmj Lbtcnb Ybrvoib ]umaoty...................................... =2
6.5. ^bcroEuzzy ................................................................................... =5
6.4. ^bcro Ybt Euzzy............................................................................. =8
6.8. ^romjduamr Euzzy Julfbr............................................................. 60
6.?. NbeuzoeogmsoJoamo .......................................................................... 66
FMF OOO LB^CNCACDO PBJBAO^OMJ
9.=. ^opb Pbjbaotomj ..................... ......................................... ................ 6>
9.6. Rjot Mjmaosos ................... .............................................................. 6>
9.9. ^bgjog nmj Mamt Pbjdulpuamj Nmtm .............................. ................ 6>
9.>. Pcpuamso nmj Ymlpaojd .................................................. ................ 62
9.2. Kbjos Nmtm ..................................................................... ................ 65
9.5. Pbjdcamhmj Nmtm ........................................................... ................ 65
m.
Rko Gbiugupmj Nmtm ................................................................. 65
f.
Pbjdukomj Umaonotms .................................................................. 64
i.Pbjdukomj Vbaomfoaotms ............................................................... 68
n.
Lbjdotbdrmsogmj Euzzy-sbrvquma .............................................. 6?
b.
Nbeuzzoeogmso............................................................................. 90
e.
Pbjdhotujdmj Ygcr Dmp Gumaotms ................................................ 9=
9.4. Fmdmj Lbtcncacdo Pbjbaotomj ....................................................... 96
FMF OU PBJDRLPRAMJ NMJ PBJDCAMHMJ NM^M
>.=. Pbjdulpuamj Nmtm ........................................................................ 99
>.=.= Onbjtotms Vbspcjnbj ............................................................. 99
m. Kbjos Gbamloj ...................................................................... 99
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f. Rsom Vbspcjnbj ................................................................... 9>
>.6. Pbjdcamhmj Nmtm ........................................................... ................ 92
m.
Rko Gbiugupmj Nmtm ............................................................. 92
f. Rko Umaonotms ......................................................................... 95
i.
Rko Vbmfoaotms ....................................................................... >0
n.
Pbjdhotujdmj Joamo Euzzyeogmso Pbrsbpso Pbamjddmj ............. >6
b.
Pbjdhotujdmj Joamo Euzzyeogmso Hmrmpmj Pbamjddmj ............. >>
e. Pbjdhotujdmj Fcfct ............................................................. >5
d.
Pbrhotujdmj Joamo Ybrvquma (Dmp) Mjtmrm Pbrsbpso nmj
Hmrmpmj ............................................................................... >8
FMF U MJMAOYOY NM^M
2.=. Mjmaosos Pbjdukomj Nmtm ................................................................ 20
2.=.=. Mjmaosos Rko Gbiugupmj Nmtm .............................................. 20
2.=.6.
Mjmaosos Rko Umaonotms Nmtm .................................................. 20
2.=.9. Mjmaosos Rko Vbmfoaotms Nmtm ................................................ 20
2.6.. Mjmaosos Pbjdcamhmj Nmtm ............................................................. 2=
2.6.=. Mjmaosos Pbjdhotujdmj Joamo Pbrsbpso Pbamjddmj .................. 2=2.6.6. Mjmaosos Pbjdhotujdmj Joamo Hmrmpmj Pbamjddmj.................. 26
2.6.9. Mjmaosos Pbjdhotujdmj Fcfct ............................................... 29
2.6.>. Mjmaosos Pbjdhotujdmj Joamo Ybrvquma ( Dmp ) Mjtmrm
Pbrsbpso nmj Hmrmpmj ........................................................ 2>
FMF UO GBYOLPRAMJ NMJ YMVMJ
5.=. Gbsolpuamj................................................................................... 25
5.6. Ymrmj ............................................................................................ 28
NME^MV PRY^MGM
AMLPOVMJ M
AMLPOVMJ F
AMLPOVMJ I
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NME^MV ^MFBA
^mfba >.= Kbjos Gbamloj Vbspcjnbj ............................................................. 9>
^mfba >.6 Rsom rbspcjnbj ............................................................................ 92
^mfba >.9 Vbgmp Hmsoa Rko Umaonotms .............................................................. 98
^mfba >.> Joamo Euzzyeogmso Pbrsbpso Pbamjddmj ............................................ >6
^mfba >.2 Joamo Euzzyeogmso Hmrmpmj Pbamjddmj ............................................ >>
^mfba >.5 Joamo Fcfct Ybtomp Grotbrom ............................................................ >5
^mfba >.4 Joamo Ybrvquma (Dmp) mjtmrm Pbrsbpso nmj Hmrmpmj Pbamjddmj ....... >8
^mfba 2.= Rrutmj Joamo Ybrvquma^brfbsmr ..................................................... 25
^mfba 5.= Rrutmj Joamo Ybrvquma^brfbsmr ..................................................... 28
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voo
NME^MV DMLFMV
Dmlfmr 6.= ^romjduamr Euzzy Julfbr L < (m,f,i) .......................................... 6=
Dmlfmr 6.6 Euzzy sbt nmro L=< lbjnbgmto = smlpmo L?< lbjnbgmto ? ... 66
Dmlfmr 9.= Fmdmj Lbtcncacdo Pbjbaotomj ........................................ ................ 96
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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vooo
NME^MV AMLPOVMJ
AMLPOVMJ M ; Prceoa Kurusmj ^bgjog Drmeogm Pbjbrfotmj, Pcaotbgjog Jbdbro
Kmgmrtm
AMLPOVMJ F ; Vbgmp Joamo Gubsocjbr Pbjnmhuaumj.
Ymlpba Gubsocjbr Pbjnmhuaumj Pbrsbpso nmj Hmrmpmj.
Gumaotms Pbamymjmj Kurusmj ^bgjog Drmeogm Pbjbrfotmj,
Pcaotbgjog Jbdbro Kmgmrtm.
Pbrhotujdmj Rko Umaonotms nmj Vbaomfoaotms Rjtug ^ojdgmt
Pbrsbpso.
Pbrhotujdmj Rko Umaonotms nmj Vbaomfoaotms Rjtug ^ojdgmt
Hmrmpmj.
AMLPOVMJ I ; Vbgmpotuamso Gubsocjbr Pbrsbpso Pbamjddmj.
Vbgmpotuamso Gubsocjbr Hmrmpmj Pbamjddmj.
Pbjdhotujdmj Joamo Euzzoeogmso Pbamjddmj.
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MFY^VMG
Gbfbrmnmmj ablfmdm pbjnonogmj kogm nopmjnmjd sbfmdmo smamh smtu mspbg
fosjos ymjd iugup lbjkmjkogmj fmjymg gbujtujdmj sbamoj nopmjnmjd nmro sbdo
scsomajym, lmgm gumaotms pbamymjmj sbfumh ablfmdm pbjnonogmj smjdmt pbjtojd
fmdo pbrgblfmjdmj sbfumh ablfmdm pbjnonogmj. Ybamoj otu pbrsmojdmj mjtmr
ablfmdm pbjnonogmj tbrutmlm ablfmdm pbjnonogmj tonmg tbrgbiumao pbrdurumj
tojddo jbdbro sblmgoj gbtmt. Nmaml gcjnoso sbpbrto ojo smjdmt pbjtojd fmdo sumtu
ablfmdm pbjnonogmj nmaml hma ojo Pcaotbgjog Jbdbro Kmgmrtm Kurusmj ^bgjog
Drmeogm nmj Pbjbrfotmj ujtug nmpmt lbjdbjmao nmj lblbjuho gbfutuhmj
gcjsulbjjym nmaml pbamymjmj nmj smrmjm pbjnonogmj, Mnm fbfbrmpm lbtcnb
ymjd fomsm nodujmgmj ujtug lbjdugur gbpumsmj pbamjddmj, smamh smtujym mnmamh
Ybrvoib ]umaoty ( Ybrvquma ). Nmaml pbjoamomj pbrsbpso, bgspbgtmso nmjpblfcfctmj pmnm sbrvquma lbjdhmsoagmj pbjoamomj sbsbcrmjd tbrhmnmp sumtu
grotbrom ymjd fbrsoemt gumaotmtoe mnmamh sufybgtoe nmj sbrojdgmao foms.Nbjdmj lbaohmt gbtbrfmtmsmj ymjd tbrnmpmt nmaml sbrvquma tbrsbfut
lblujdgojgmj mnmjym ojtbdrmso nmj amjdgmh amjkutmj sbhojddm lbjdhmsoagmj
sbsumtu ymjd cfybgtoe nmj rbmaostos ujtug notbrmpgmj. Pbjbaotomj ojo lbjicfm
lbjdojtbdrmsogmjEuzzy-Ybrvquma. Nbjdmj lbjddujmgmj lbtcnb Euzzy-Ybrvquma
nohmrmpgmj nmpmt lbjmjdgmp foms nmj sufybgtovotms ymjd tbrkmno pmnm smmt
lbjdulpuagmj nmtm lbamauo pbjdosomj gubsocjbr. Nmro hmsoa pbjdhotujdmj Joamo
Ybrvquma (dmp) nmro sbaosoh tojdgmt pbrsbpso nmj hmrmpmj lbjujkuggmj smlpmo
sbkmuh lmjm pohmg Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj Pcaotbgjog Jbdbro
Kmgmrtm tbamh lblfbrogmj pbamymjmj sbsumo nbjdmj gbojdojmj pbamjddmjjym.
Pbrmj fcfct nmaml dmp mgmj lblfbrogmj tojdgmt gbpbjtojdmj sbfbrmpm kmuhpbrmj grotbrom tbrsbfut nmaml lblfbrogmj pbjojdgmtmj gumaotms pbamymjmj sbimrm
lbjybauruh. Ybtbamh lbamauo prcsbs pbjdulpuamj, pbjdhotujdmj nmj pbjdcamhmj
nmtm lbjddujmgmj euzzy sbrvquma lmgm nonmpmtgmj nmtm fmhwm mnm blpmt
procrotms utmlm ymjd hmrus notojdgmtgmj amdo gumaotms pbamymjmjjym ymotu ;
Gblunmhmj pbamjddmj lblojtm fmjtumj gbpmnm gmrymwmj ablfmdm pbjnonogmj
nbjdmj joamo -0,=96. Forcgrmso gmlpus nbjdmj joamo -0,048. Amy Cut gmlpus
nbjdmj joamo -0,0>=. Gbibpmtmj tojnmgmj gmrymwmj ablfmdm pbjnonogmj pmnm smmt
mnm gbauhmj nmro pbamjddmj nbjdmj joamo -0,098. Nbjdmj urutmj nolbjsoBlphmty,
Vbaomfoaoty,^mjdofab, nmj.Mssurmjib.
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x
MFY^VMI^
^hb bxostbjib ce bnuimtocjma ojstotutocjs whbj vobwbn ms cjb mspbit ce thbfusojbss thmt os prclosojd m act ce mnvmjtmdbs oj mnnotocj oj tbrls ce scioma, thbj
thb qumaoty ce mj bnuimtocjma ojstotutocj os vbry olpcrtmjt ecr thb nbvbacplbjt ce
mj bnuimtocjma ojstotutocj. Oj mnnotocj, iclpbtotocj mlcjd bnuimtocjma ojstotutocjs,
bspbiomaay bnuimtocjma ojstotutocjs mrb jct bxblpt pufaoi ujovbrsotobs ojirbmsojday
todht. Oj icjnotocjs aogb thos os vbry olpcrtmjt tc mj bnuimtocjma ojstotutocj oj thos
imsb thb Kmgmrtm Ytmtb Pcaytbihjoi Nbpmrtlbjt ce Drmphoi mjn Pufaoshojd tc fb
mfab tc rbicdjozb mjn lbbt thb jbbns ce iustclbrs oj sbrvoib mjn bnuimtocj
emioaotobs, thbrb mrb sbvbrma lbthcns icllcjay usbn tc lbmsurb iustclbr
smtosemitocj, cjb ce whoih os Ybrvoib ]umaoty (Ybrvquma). Oj thb mssbsslbjt ce
pbribptocjs, bxpbitmtocjs mjn wbodhtojd oj sbrvquma prcnuib mj mssbsslbjt ce m
pbrscj mdmojst qumaotmtovb irotbrom mrb sufkbitovb mjn cetbj fomsbn.
Fy accgojd mt thb aolotmtocjs icjtmojbn oj thbsb sbrvquma maacw ecrojtbdrmtocj mjn eurthbr stbps tc prcnuib sclbthojd thmt os cfkbitovb mjn rbmaostoi tc
olpablbjt. ^hos rbsbmrih mttblpts tc ojtbdrmtb euzzy-Ybrvquma. Fy usojd thb
lbthcn ce Euzzy-Ybrvquma bxpbitbn tc impturb thb foms mjn sufkbitovoty thmt
ciiurs whbj icaabitojd nmtm thrcudh qubstocjjmorbs. Ercl thb rbsuats ce m
imaiuamtocj Ybrvquma vmaub (dmp) ercl thb noeebrbjib fbtwbbj pbribptocj mjn
bxpbitmtocj abvbas ojnoimtb thb bxtbjt tc whoih thb Nbpmrtlbjt ce Drmphoi mjn
Pufaoshojd Kmgmrtm Ytmtb Pcaytbihjoi hms prcvonbn sbrvoibs oj miicrnmjib woth thb
woshbs ce iustclbrs.
^hb rcab ce wbodht oj thb dmp woaa prcvonb m abvba ce ojtbrbst hcw emr thb
rcab ce thbsb irotbrom oj prcvonojd thb cvbrmaa sbrvoib qumaoty olprcvblbjt. Metbr
dcojd thrcudh thb prcibss ce icaabitojd, icujtojd mjn nmtm prcibssojd usojd euzzy
sbrvquma thbj cftmojbn nmtm thmt thbrb mrb ecur lmoj procrotobs thmt shcuan fb
olprcvbn sbrvoib qumaoty, jmlbay; Bmsb ce iustclbrs rbqubstojd mssostmjib tc
blpacybbs ce bnuimtocjma ojstotutocjs woth m vmaub ce -0.=96. Furbmuirmiy imlpus
woth m vmaub ce -0.048. Amy Cut thb imlpus woth m vmaub ce -0.0>=. ^hb spbbn ce
mitocj ojstotutocj blpacybbs mt thb tolb thbrb wbrb iclpamojts ercl iustclbrs
woth m vmaub ce -0.098. Fy crnbr ce thb nolbjsocjs Blphmty, Vbaomfoaoty,
^mjdofab, mjn. Mssurmjib.
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xo
PVCEOA KRVRYMJ ^BGJOG DVMEOGM PBJBVFO^MJ
PCAO^BGJOG JBDBVO KMGMV^M
M.
PCAO^BGJOG JBDBVO KMGMV^M
Pcaotbgjog Jbdbro Kmgmrtm, sbkmrmhjym fbrluam nmro emguatms jcj
dbamr tbgjcacdo Rjovbrsotms Ojncjbsom (EJD^-RO), ymjd gblunomj
lbjkmno Pcaotbgjog Rjovbrsotms Ojncjbsom.
Pcaotbgjog Rjovbrsotms Ojncjbsom nonorogmj 60 Ybptblfbr =?86,
sbkmg 62 Mdustus =?88 lbjkmno lmjnoro nbjdmj jmlm Pcaotbgjog
Jbdbo Kmgmrtm fbrnmsmrgmj Yurmt Gbputusmj Lbjtbro Pbjnonogmj nmj
Gbfunmymmj jclcr; 604/C/=??8.
Gbtogm nonorogmj, nofugm 9 kurusmj; Kurusmj ^bgjog Lbsoj, ^bgjog
Yopoa nmj ^bgjog Babgtrc. Lbjyusua tmhuj =?85 nofugm kurusmj ^mtm
Jomdm, ymjd sbamjkutjym nogblfmjdgmj lbjkmno Kurusmj Mgujtmjso
nmj Kurusmj Mnlojostrmso Jomdm. Pmnm tmhuj =??0 nofugm Kurusmj
^bgjog Drmeogm nmj Pbjbrfotmj, hmsoa gbrkmsmlm mjtmrm Pcaotbgjog
Rjovbrsotms Ojncjbsom (Pcaotbgjog Jbdbro Kmgmrtm) nbjdmj Pusmt
Drmeogm Ojncjbsom. Gblunomj fbbgrkmsmlm nbjdmj P^ ^rmgojnc
Rtmlm, nofugm Prcdrml Ytuno Mamt Fbrmt nofmwmh Kurusmj ^bgjog
Lbsoj ymjd noluamo tmhuj mkmrmj 600=-6006. Pmnm tmhuj 6009
fbgbrkmsmlm nbjdmj P^ Kmsm Lmrdm, nofugm Prcdrml Nopaclm OU
Kmamj^ca.
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xoo
Nbjdmj nblogomj smlpmo smmt ojo pmnm prcdrml Nopaclm OOO lbloaogo
5 (bjml) Kurusmj nbjdmj =9 (todm fbams) Prcdrml Ytuno.
Pcaotbgjog Jbdbro Kmgmrtm (PJK) lbrupmgmj ablfmdm pbjnonogmj
tojddo Nopaclm OOO ymjd nonorogmj ujtug lblbjuho gbfutuhmj YNL
prcebsocjma no ojnustro, fmog ojnustro kmsm lmupuj ojnustro lmjuemgtur.
Pblfbamkmrmj no PJK lbjdmpaogmsogmj Guroguaul Jmsocjma (Gurjms)
pbjnonogmj prcebsocjma sbimrm fbrtmjddujd kmwmf nbjdmj nonugujd
cabh ncsbj-ncsbj prcebsocjma. Yostbljym mnmamh nbjdmj
lblpbrtblugmj oalu nmj tbgjcacdo sbsumo gclpcsosotbcro 22% nmj
prmgtbg >2% ymjd nompaogmsogmj sbimrm hmrlcjos ujtug
lbjdhmsoagmj auausmj ymjd prcebsocjma nmj lblbjuho gumaoeogmso
ojnustro.
=)
Uoso nmj Loso
Nbjdmj gbibjnbrujdmj aojdgujdmj gbmrmh dacfmaosmso nmj
pbrsmojdmj ymjd sblmgoj tbrfugm, lmgm Pcaotbgjog Jbdbro Kmgmrtm
lbjbtmpgmj Uoso nmj Loso 600>-60=0 sbfmdmo fbrogut ;
m)
UOYO
"Lbjkmno Pcaotbgjog Rjddua Fbrtmrme Ojtbrjmsocjma nmaml fonmjd
Vbgmymsm nmj ^mtm Jomdm"
Lmlpu lbjdhmsoagmj ^bjmdm Mhao Lmnym Pcaotbgjog Jbdbro Kmgmrtm
nbjdmj "gjcwabndb, sgoaa, mttotunb" ymjd sbsumo nbjdmj lbloaogo
gblmlpumj prcebsocjma.
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f)
LOYO
Loso Pcaotbgjog Jbdbro Kmgmrtm 600>-60=0 lbrupmgmj tmhmpmj
pbjimpmomj Uoso, sbfmdmo fbrogut ;
=.
Lbjdhmsoagmj nmj lbjdblfmjdgmj sulfbr nmym lmjusom ymjd
fbrolmj nmj fbrtmqwm gbpmnm ^uhmj _mjd Lmhm Bsm.
6.
Ybfmdmo ojstotuso pbjnonogmj vcgmso ymjd fbrpbrmj mgtoe nmaml
lbjojdgmtgmj gbmhaomj nmj gbtbrmlpoamj ymjd fbrfmsos oalu
pbjdbtmhumj nmj tbgjcacdo tbrmpmj.
9.
Lbjdhmsoagmj tbjmdm tbrmlpoa fbrgumaotms, fbrkowm wormusmhm,
lmjnoro, fbrfunmym nmj fbrwmwmsmj aojdgujdmj sbrtm lmlpu
fbrsmojd no tojdgmt ojtbrjmsocjma.
>.
Lbjojdgmtgmj gblmlpumj pbjioptmmj gmrym jymtm no fonmjd oalu
pbjdbtmhumj nmj tbgjcacdo tbrmpmj ymjd fbrlmjemmt fmdo
lmsymrmgmt nmj fmjdsm Ojncjbsom
F. KRVRYMJ ^BGJOG DVMEOGM NMJ PBJBVFO^MJ
Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj nofbjtug Norbgtcrmt
Kbjnbrma Pbjnonogmj ^ojddo nmj norbslogmj pmnm tmjddma 8 Cgtcfbr
=??0 nmj lbrupmgmj fmdomj nmro Pcaotbgjog Rjovbrsotms Ojncjbsom
(sbgmrmjd Pcaotbgjog Jbdbro Kmgmrtm). LCR mjtmrm Pcaotbgjog Jbdbro
Kmgmrtm nmj Pusmt Drmeogm Ojncjbsom (PRYDVMEOJ) notmjnmtmjdmjo
pbrtmlm gmao pmnm tmhuj =??8 ymjd fbrmghor tmhuj 6006, gblunomj
LCR nopbrpmjkmjd amdo smlpmo tmhuj 6004. Kurusmj ^bgjog Drmeogm
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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xov
nmj Pbjbrfotmj mnmamh smtu-smtujym kurusmj ymjd mnm no Pcaotbgjog
Jbdbro no Ojncjbsom. Ybkmg fbrnorojym hojddm Mdustus tmhuj 6004,
pbamgsmjmmj gbdomtmj mgmnblog lbjddujmgmj smrmjm prmgtbg loaog
Pusmt Drmeogm Ojncjbsom, lbjdojdmt Pcaotbgjog Jbdbro Kmgmrtm fbaul
nmpmt lbjybnomgmjjym. ^mhuj mgmnblog 6004/6008 gbrkmsmlm PJK
nbjdmj PRYDVMEOJ fbrmghor, sbhojddm gbdomtmj fbamkmr lbjdmkmr
Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj noamgsmjmgmj no dbnujd
Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj no Gmlpus Pcaotbgjog Jbdbro
Kmgmrtm, Nbpcg. Fbrmghorjym gbrkmsmlm nbjdmj PYRDVMEOJ
lblpbjdmruho prcsbs fbamkmr lbjdmkmr ghususjym Prcdrml Ytuno
^bgjog Drmeogm tbrutmlm nmaml pbamgsmjmmj gbdomtmj prmgtbg
lmhmsoswm.
Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj tbrnoro nmro 6 prcdrml
stuno, Prcdrml Ytuno ^bgjog Drmeogm (PY^D) nmj Prcdrml Ytuno
Pbjbrfotmj (PYPF). Nmaml pbjybabjddmrmmj pbjnonogmj, Kurusmj
^bgjog Drmeogm nmj Pbjbrfotmj nonugujd stme pbjdmkmr nmro Pusmt
Drmeogm Ojncjbsom, ojnustro Drmeogm (Bspbrm Ymtym, Drmlbnom, Yojmr
Mdmpb Prbss ) nmj Mscsomso Drmeogm (Pbrsmtumj Pbrusmhmj Drmeogm
Ojncjbsom, Ybrogmt Drmeogm Pbrs, Ogmtmj Mhao Drmeogm Ojncjbsom),
ojnustro Pbjbrfotmj (Drmlbnom, Pusmt Fmhmsm, Fmamo Pustmgm),
Mnvbrtosojd nmj mscsomso Pbjbrfotmj (Ogmtmj Pbjbrfot Ojncjbsom,
Ogmtmj Pbjyujtojd Ojncjbsom). Ybkmg mwma fbrnorojym Prcdrml Ytuno
^bgjog Drmeogm nmj Pbjbrfotmj hmjym lmlpu lbjmlpujd 64
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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xv
lmhmsoswm fmru (Vbduabr Pmdo = gbams) gmrbjm gbtbrfmtmsmj smrmjm.
^mhuj mgmnblog 6004/6008, Prcdrml Ytuno ^bgjog Drmeogm nmj
Pbjbrfotmj lbjojdgmtgmj gmpmsotms nbjdmj lbjbrolm > gbams
(Vbduabr Pmdo 6 gbams nmj Vbduabr Ycrb 6 gbams) nmj 6 gbams ujtug
Prcdrml Ytuno ^bgog Drmeogm gcjsbjtrmso Nbsmoj Drmeos.
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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xvo
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
17/82
MJMAOYOY GBPRMYMJ PBAMJDDMJ
NBJDMJ PBJNBGM^MJ ER[[_ YBVUOIB ]RMAO^_
NMAML RPM_M PBJOJDGM^MJ GRMAO^MY PBAM_MJMJ
(Ytuno Gmsus Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj
Pcaotbgjog Jbdbro Kmgmrtm)
YGVOPYO
Nomkugmj Rjtug Lblbjuho Pbrsymrmtmj
Guroguaul Ymrkmjm Ytrmtm-=
Cabh ;
Jmlm ; Ymbeua Olml
JVP ; 08=0.9=2.0==
KRVRYMJ ^BGJOG OJNRY^VO
EMGRA^MY ^BGJOGRJOUBVYO^MY PBLFMJDRJMJ JMYOCJMA UB^BVMJ
KMGMV^M
60==
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
18/82
=
FMF O
PBJNMHRARMJ
=.=.
Amtmr Fbamgmjd Lmsmamh
Pmnm smmt sbgmrmjd ojo lmsymrmgmt sunmh sblmgoj grotos nmj sunmh
fbrcrobjtmso pmnm gumaotms. Pcaotbgjog Jbdbro Kmgmrtm mnmamh sbfumh
ablfmdm pbjnonogmj ymjd lblpujymo eujdso smjdmt pbjtojd nmaml
lmsymrmgmt tbrutmlm nmaml pbrmjjym lbjibrnmsgmj fmjdsm.
Mpmfoam ablfmdm pbjnonogmj nopmjnmjd sbfmdmo smamh smtu fosjos
ymjd iugup lbjkmjkogmj fmjymg gbujtujdmj sbamoj nopmjnmjd nmro sbdo
scsomajym, lmgm gumaotms pbamymjmj sbfumh ablfmdm pbjnonogmj smjdmt
pbjtojd fmdo pbrgblfmjdmj sbfumh ablfmdm pbjnonogmj. Ybamoj otu
pbrsmojdmj mjtmr ablfmdm pbjnonogmj tbrutmlm ablfmdm pbjnonogmj tonmg
tbrgbiumao pbrdurumj tojddo jbdbro sblmgoj gbtmt. Nmaml gcjnoso sbpbrto
ojo smjdmt pbjtojd fmdo sumtu ablfmdm pbjnonogmj nmaml hma ojo
Pcaotbgjog Jbdbro Kmgmrtm Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj ujtug
nmpmt lbjdbjmao nmj lblbjuho gbfutuhmj gcjsulbjjym nmaml
pbamymjmj nmj smrmjm pbjnonogmj.
Mnm fbfbrmpm lbtcnb ymjd fomsm nodujmgmj ujtug lbjdugur
gbpumsmj pbamjddmj, smamh smtujym mnmamh Ybrvoib ]umaoty ( Ybrvquma ).
Nmaml pbjoamomj pbrsbpso, bgspbgtmso nmj pblfcfctmj pmnm sbrvquma
lbjdhmsoagmj pbjoamomj sbsbcrmjd tbrhmnmp sumtu grotbrom ymjd fbrsoemt
gumaotmtoe mnmamh sufybgtoe nmj sbrojdgmao foms. Nbjdmj lbaohmt
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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6
gbtbrfmtmsmj ymjd tbrnmpmt nmaml sbrvquma tbrsbfut lblujdgojgmj
mnmjym ojtbdrmso nmj amjdgmh amjkutmj sbhojddm lbjdhmsoagmj hmsoa ymjd
cfybgtoe nmj rbmaostos ujtug notbrmpgmj. Pbjbaotomj ojo lbjicfm
lbjdojtbdrmsogmj Euzzy-Ybrvquma, nbjdmj lbjddujmgmj lbtcnb ojo
nohmrmpgmj nmpmt lbjmjdgmp foms nmj sufybgtovotms ymjd tbrkmno pmnm
smmt lbjdulpuagmj nmtm lbamauo pbjdosomj gubsocjbr.
Acdogm euzzy lbrupmgmj sbfumh acdogm ymjd lbloaogo joamo
gbgmfurmj mtmu gbsmlmrmj (euzzyjbss) mjtmrm fbjmr nmj smamh sbhojddm
nmaml tbcro acdogmeuzzysbfumh joamo fosm fbrjoamo fbjmr nmj smamh sbimrm
fbrsmlmmj jmluj fbrmpm fbsmr gbfbjmrmj nmj gbsmamhmj sumtu joamo
tbrdmjtujd gbpmnm fcfct gbmjddctmmj ymjd noloaogojym.
Hma ojo lbjkmno mamsmj lbjdmpm pmnm pbjbaotomj ojo lbjicfm
lbjdgclpmrmsogmj mjtmrmeuzzynbjdmjsbrvoib qumaoty,nolmjm pbjoamomj
sgcr futor pbrtmjymmj pmnm gubsocjbr lbjddujmgmj holpujmj euzzy
(euzzy sbt) ymotu pbjdbaclpcgmj sgcr futor pbrtmjymmj fbrnmsmrgmj
vmromfba fmhmsm (aojduostog vmromfab)ymjd noojtbdrmsogmj nbjdmj lbtcnb
sbrvoib qumaoty.
Fbrnmsmrgmj sbnogot amtmr fbamgmjd lmsmamh nomtms, pbjbaotomj ojo
lblfmhms tbjtmjd pbjdugurmj tojdgmt gbpumsmj pbamjddmj
lbjddujmgmj mpaogmso Euzzy-Ybrvquma nmaml upmym pbrfmogmj nmj
pbjojdgmtmj gumaotms pbamymjmj pbjnonogmj pmnm Kurusmj ^bgjog Drmeogm
Pbjbrfotmj, Pcaotbgjog Jbdbro Kmgmrtm.
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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9
=.6.
Pbrulusmj Lmsmamh
Ablfmdm Pbjnonogmj mnmamh sbfumh gbdomtmj ymjd lbamymjo
gcjsulbj, fbrupm luron, soswm, hmhmsoswm nmj kudm lmsymrmgmt ulul
ymjd nogbjma sbfmdmo stmgbhcanbr. Ablfmdm pbjnonogmj pmnm
hmgbgmtjym fbrtukumj lblfbro amymjmj. Cabh sbfmf otu gumaotms
pbamymjmj pmnm ojtotuso pbjnonogmj lbjkmno smjdmt pbjtojd nmj hmrus
lbjkmno procrotms utmlm ujtug sbamau nokmdm nmj notojdgmtgmj.
Rjtug lbjkmdm nmj lbjojdgmtgmj gumaotms pbamymjmj nopbraugmj
mjmaosos sbimrm tbrpmnu tbrhmnmp gumaotms pbamymjmj ymjd tbamh nofbrogmj
sbamlm ojo, nolmjm nbjdmj mjmaosos ojoamh nmpmt nogbtmhuo mpmgmh kmsm
pbamymjmj pbjnonogmj pmnm Pcaotbgjog Jbdbro Kmgmrtm ghususjym Kurusmj
^bgjog Drmeogm Pbjbrfotmj tbamh lblfbrogmj gbpumsmmj gbpmnm
gcjsulbj nmj mpm ymjd lbjkmno hmrmpmj gcjsulbj nmpmt nogbtmhuo
sbsumo nbjdmj urutmj procrotms utmlm.
=.9.^ukumj nmj Lmjemmt Pbjbaotomj
Mnmpuj tukumj nmro pbjbaotomj ojo mnmamh ;
=.
Lbjdbtmhuo gbsbsumomj mjtmrm pbrsbpso nmj hmrmpmj nmro pbjddujm
kmsm pbamymjmj pbjnonogmj Kurusmj ^bgjog Drmeogm Pbjbrfotmj,
Pcaotbgjog Jbdbro Kmgmrtm.
6.
Lbjdbtmhuo gbsbsumomj mjtmrm pbrsbpso nmj hmrmpmj nmro pbjddujm
kmsm pbamymjmj emsoaotms pbjujkmjd Kurusmj ^bgjog Drmeogm Pbjbrfotmj,
Pcaotbgjog Jbdbro Kmgmrtm.
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
21/82
>
Mnmpuj lmjemmt ymjd nmpmt nomlfoa nmro pbjbaotomj ojo mnmamh ;
=.
Ybfmdmo lmsugmj fmdo Kurusmj ^bgjog Drmeogm Pbjbrfotmj, Pcaotbgjog
Jbdbro Kmgmrtm nmaml rmjdgm pbjdblfmjdmj gumaotms kmsm pbamymjmj
pbjnonogmj gbpmnm gcjsulbj.
6.
Ybfmdmo bvmaumso pblfmjnojd nmaml pbjbaotomj-pbjbaotomj sbkbjos.
=.>.
Fmtmsmj Lmsmamh
Mdmr pbrlmsmamhmj nmpmt nosbabsmogmj nbjdmj sostblmtos, oalomh,
cfybgtoe nmj tbrmrmh lmgm pbrau nofmtmso, fmtmsmj lmsmamhjym mnmamh
sbfmdmo fbrogut ;
=.
Pbjbaotomj noamgugmj pmnm kmsm pbamymjmj pbjnonogmj nmj smrmjm
pbjujkmjdjym no Kurusmj ^bgjog Drmeogm Pbjbrfotmj, Pcaotbgjog
Jbdbro Kmgmrtm.
6.
Pbjybfmrmj gubsocjbr gbpmnm lmhmsoswm mgtoe mjdgmtmj 6008/600?
tmhuj mgmnblog 60=0/60==.
9.
Lbtcnb ymjd nodujmgmj nmaml pbjbaotomj ojo mnmamh nbjdmj
lbjddujmgmjEuzzy-Ybrvquma.
=.2.
Yostblmtogm Pbjuaosmj
Fmf O Pbjnmhuaumj
No nmamljym lbjimgup amtmr fbamgmjd lmsmamh, pbrulusmj
lmsmamh, tukumj pbjbaotomj, gbdujmmj pbjbaotomj nmj
sostblmtogm pbjyusujmj ampcrmj.
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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2
Fmf OO Amjnmsmj ^bcro
Fbroso tbjtmjd tbcro-tbcro lbjdbjmo sbrvoibqumaoty, lbtcnb
euzzynmj tbcro-tbcro amoj ymjd lbjnugujd pbjbaotomj ojo.
Fmf OOO Lbtcncacdo Pbjbaotomj
Fbroso pblfmhmsmj lbjdbjmo amjdgmh-amjdgmh ymjd mgmj
noamgsmjmgmj nmaml pbjbaotomj ojo, ymjd lbrupmgmj tmhmpmj
sostblmtos ujtug lblfmjtu pblbimhmj lmsmamh.
Fmf OU Pbjdulpuamj nmj Pbjdcamhmj Nmtm
Pmnm fmf ojo mgmj nosmkogmj lbjdbjmo pbjdulpuamj nmtm,
pbjdukomj nmtm nmj pbjdcamhmj nmtm.
Fmf U Mjmaosm Nmtm
Pmnm fmf ojo mgmj nosmkogmj lbjdbjmo mjmaosm nmtm nmro
pbjdukomj nmj pbjdcamhmj nmtm.
Fmf UO Pbjutup
Fbroso gbsolpuamj nmro sbrmjdgmomj pblfmhmsmj pmnm fmf
sbfbauljym nmj fbrnmsmrgmj gbsolpuamj tbrsbfut nosmkogmj
smrmj-smrmj ymjd lujdgoj fbrlmjemmt fmdo Ojstmjso.
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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5
FMF OO
AMJNMYMJ ^BCVO
6.=.Hmsoa Pbjbaotomj ^brnmhuau
6.=.=. Rsmhm Pbjojdgmtmj Gumaotms Pbamymjmj Nbjdmj PbjnbgmtmjEuzzy
Nmj Lbtcnb Ybrvoib ]umaotyPmnm Pusmt Pbrfbamjkmmj Mssmamml
Hypbrlmrgbt
Mssmamml Hypbrlmrgbt lbrupmgmj sumtu pbrusmhmmj ymjd
fbrdbrmg nmaml fonmjd kmsm ymjd tbrus fbrhufujdmj nbjdmj
pbamjddmj. Nbjdmj nblogomj pbrau mnmjym pbjojdgmtmj gumaotms
pbamymjmj ymjd nofbrogmj sbhojddm pmrm pbamjddmj lbrmsm jymlmj
nmj pums, nmj pbrau mnmjym sbfumh lbtcnb ujtug lbjdugur
gumaotms pbamymjmj Mssmamml Hypbrlmrgbt. Amjdgmh-amjdgmh
pbjdulpuamj nmtm noamgugmj nbjdmj cfsbrvmso nmj pbjybfmrmj
guosocjbr nmro fbfbrmpm grotbrom. Grotbrom-grotbrom tbrbfut nopbrcabh
lbamauo wmwmjimrm nmj stuno pustmgm. Lbtcnb ymjd nodujmgmj
ujtug lbjdugur gumaotms pbamymjmj lbjddujmgmjEuzzy Ybrvquma.
Hmsoa pbjdcamhmj nmtm, nopbrcabh fmhwm joamo euzzy-sbrvquma pbr
irotbrom sbimrm gbsbauruhmj lbloaogo joamo jbdmtoe sbhojddm
Mssmamml Hypbrlmrgbt pbrau lbamgugmj pbrfmogmj nosblum
grotbrom. Hma ojo kudm lbjujkuggmj fmhwm hmrmpmj pbamjddmj
fbaul sbsumo nbjdmj pbrsbpso pbamymjmj ymjd lbrbgm tbrolm.
Nbjdmj Hmsoa tbrsbfut pohmg lmjmkblbj Mssmamml Hypbrlmrgbt
pbrau sbdbrm lbamgugmj pbrfmogmj gumaotms pbamymjmj nblo lbjmrog
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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4
pbamjddmj. Grotbrom tblpmt pmrgbr ymjd aums lbrupmgmj hma utmlm
ymjd nogbauhgmj pbamjddmj, sbnmjdgmj grotbroml acgmso ymjd
lunmh nokmjdgmu nmj strmtbdos gurmjd nopbrhmtogmj pbamjddmj
gmrbjm lbloaogo dmp pbrsbpso nmj hmrmpmj pbamjddmj tbrgbioa.
(Ncnog Erbnc Jurnoymjtc, 6008)
6.=.6. Mjmaosos Gbpumsmj Pbamjddmj Nbjdmj PbjnbgmtmjEuzzy Ybrvoib
]umaotyNmaml Rpmym Pbjojdgmtmj Gumaotms Pbamymjmj (Ytuno
Gmsus Pusgbslms Gbrkc)
Yblmgoj gbtmtjym pbrsmojdmj sbrtm pbamjddmj ymjd sblmgoj
sbabgtoe nmj fbrpbjdbtmhumj lbjdhmrusgmj Pusgbslms Gbrkc
Gmrmjdmjymr ujtug sbamau lbjojdgmtgmj gumaotms pbamymjmjjym.
Hma tbrsbfut lbjsymrmtgmj mnmjym pbjdbtmhumj tbjtmjd gcjnoso
pbamymjmj sbamlm ojo, ymotu tbamh sbsumo nbjdmj hmrmpmj pbamjddmj
mtmu fbaul. Pbjbaotomj noamgugmj nbjdmj lbjybfmrgmj gubsocjbr
pbrsbpso nmj hmrmpmj pbamjddmj tbrhmnmp pbamymjmj ymjd smmt ojo
nofbrogmj cabh pohmg Pusgbslms Gbrkc. Nmro hmsoa pbjbaotomj ymjd
tbamh noamgugmj, nonmpmtgmj joamo dmp mjtmrm pbrsbpso nmj hmrmpmj
ymjd iugup sodjoeogmj. Nmro hmsoa pbrhotujdmj nonmpmtgmj joamo dmp
grotbrom pbamymjmj tbrtojddo mnmamh pbamymjmj pblbrogsmmj,
pbjdcfmtmj, nmj pbrmwmtmj ymjd tbpmt sbfbsmr -9,6. Joamo dmp
nolbjso gumaotms kmsm pbamymjmj tbrtojddo mnmamh nolbjso rbaomfoaoty
sbfbsmr -9,=. Ybnmjdgmj joamo dmp mjtmrm pbrsbpso nmj hmrmpmj
pbamjddmj sbfmdmo ojnbgs pbamjddmj mnmamh sbfbsmr -9,95=. Hma ojo
lbjujkuggmj fmhwm gbpumsmj pbjddujm kmsm pbamymjmj no
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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8
Pusgbslms Gbrkc tbrhmnmp pbamymjmj ymjd smmt ojo nofbrogmj lmsoh
fbaul tbrimpmo. (Nkujmono, ngg.6005)
6.=.9.
Mpaogmso Euzzy-Ybrvquma Rjtug Onbjtoeogmso Prbebrbjso Gbpumsmj
Gcjsulbj
Cptolmso pbamymjmj gbpmnm gcjsulbj mtmu pblfbao hmrus
noutmlmgmj cabh pohmgpbjdbacam nbmabr, gmrbjm hma ojo lbrupmgmj
smamh smtu tujtutmj ymjd nohmrmpgmj gcjsulbj nmj lbrupmgmj
smamh smtu gujio ujtug nmpmt lblbjmjdgmj pbrsmojdmj nbjdmj
nbmabr-nbmabrymjd amoj tbrutmlm nbmabr-nbmabr pbjybnom gbjnmrmmj
fbgms. Ybhojddm nohmrmpgmj nmpmt lbjojdgmtgmj pbjkumamj.
Lbtcnb sbrvquma lbrupmgmj lbtcnb ymjd nodujmgmj ujtug
lbjdbtmhuo grotbrom-grotbrom gumaotms ymjd hmrus notojdgmtgmj
gumaotms pbamymjmjjymfbrnmsmrgmj dmp ymjd tbrkmno mjtmrm pbrsbpso
nmj hmrmpmj gcjsulbj. Hmsoa pbjbaotomj ymjd tbamh noamgugmj
lbjujkuggmj fmhwm mnm aolm grotbrom ymjd hmrus nopbrhmtogmj nmj
pbrau ujtug notojdgmtgmj pbamymjmjjym cabh pohmg pbjdbacam RN.
Iotrm Ymjtcsm Lctcr ymotu;pbamymjmj gbpmnm pblfbao (iustclbr
sbrvoib) nbjdmj joamo 0,02>, gcjnoso gbjnmrmmj fbgms ymjd
notmwmrgmj nbjdmj joamo 0,0>>, hmrdm gbjnmrmmj ymjd notmwmrgmj
nbjdmj joamo -0,064, gbabjdgmpmj emsoaotms nmj acgmso nbmabr ymjd
strmtbdos nbjdmj joamo 0,024, sbrtm kmlojmjdmrmjso ymjd nofbrogmj
nbjdmj joamo 0,04=(Jmjnorch & Hmrymjtc, 6005)
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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?
6.6.
Pbjdbrtomj Gbpumsmj Gcjsulbj
Gctabr (=??4 ; =0). Gbpumsmj pbamjddmj fbrgmot brmt nbjdmj lutu,
lutu lblpujymo nmlpmg amjdsujd pmnm prbstmso prcnug, nmj nblogomj
gbpumsmj pbamjddmj. Rjtug lbjdbtmhuo lmsmamh gbpumsmj gcjsulbj
tbjtmjd gumaotms pbamymjmj ymjd mgmj notbrolm cabh gcjsulbj tbrabfoh
nmhuau hmrus nonmpmt sumtu pbjdbrtomj lbjdbjmo mrto gbpumsmj otu sbjnoro.
Gbpumsmj lbrupmgmj sumtu rbspcj mebgso mtmu blcso sbsbcrmjd tbrhmnmp
sbsumtu hma.
Gbpumsmj gcjsulbj lbrupmgmj gbfutuhmj nmsmr ymjd nmpmt
nodmlfmrgmj sbfmdmo sumtu hma ymjd lbjybjmjdgmj. Gbfutuhmj nmsmr ojo
lujiua gmrbjm mnmjym ncrcjdmj-ncrcjdmj tbrtbjtu ymjd hmrus nosmaurgmj.
Vmsm pums mgmj lujiua kogm ncrcjdmj tbrsbfut tonmg nosmaurgmj lmgm mgmj
lujiua rmsm tonmg pums. Yborojd nbjdmj gblmkumj pbrgblfmjdmj
tbgjcacdo, tujtutmj gcjsulbj mgmj amymjmj ymjd fbrgumaotms sblmgoj
lbjojdgmt.
Nmhuau gcjsulbj lblfbao sumtu prcnug mtmu kmsm hmjym fbrnmsmr
pmnm gbfutuhmj smkm. Ybgmrmjd ojo gcjsulbj abfoh fbrsoemt lbjujtut sbrtm
abfoh lblpbrhmtogmj lmsmamh gumaotms sbhojddm gbpumsmj profmno lbjkmno
sblmiml gbfutuhmj ymjd sbamau ojdoj nopbjuho. Gcjnoso sbpbrto otu
lbjybfmfgmj prcnusbj fbrusmhm lbjnbgmto gcjsulbj. Gbpumsmj
gcjsulbj nmpmt nosolpuagmj sbfmdmo sumtu pbrmsmmj pcsotop mtmu
lbjybjmjdgmj ymjd nopbrcabh sbsbcrmjd tbrhmnmp kmsm ymjd tbamh
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nofbaojym sbtbamh lblfmjnojdgmj hmrmpmj nbjdmj gbjymtmmj ymjd
nofbrogmj kmsm tbrsbfut.
6.9.Kmsm
Kmsm mnmamh sbtomp tojnmgmj mtmu pbrfumtmj ymjd nmpmt notmwmrgmj
cabh sumtu pohmg gbpmnm pohmg amoj, ymjd pmnm nmsmrjym fbrsoemt ojtmjdofab
(tonmg fbrwukun eosog) nmj tonmg lbjdhmsoagmj gbpbloaogmj sbsumtu.
(Gctabr, =??4; 89). Kmsm kudm lbloaogo gmrmgtbrostog utmlm ymjd
lblfbnmgmjjym nbjdmj fmrmjd, ymotu ;
=.Ojtmjdofoaoty(tonmg fbrwukun)
Fbrfbnm nbjdmj fmrmjd ymjd lbrupmgmj cfybg, mamt mtmu fbjnm
sbnmjdgmj kmsm mnmamh pbrfumtmj, gojbrkm mtmu usmhm.
6.Ojsbpmrmfoaoty(tonmg nmpmt noposmhgmj)
Pmnm ululjym kmsm noprcnugso nmj nogcjsulso fbrsmlmmj.
9. Umromfoaoty (fbrufmh-ufmh)
Fbrsoemt vmromfba mrtojym fmjymg vmromso fbjtug, gumaotms nmj kbjosjym
tbrdmjtujd pmnm sompm, gmpmj nmj nolmjm kmsm tbrsbfut nohmsoagmj.
>.Pbrshmfoaoty (nmym tmhmj).
Kmsm tonmg nmpmt nosolpmj, hma ojo tonmg lbjkmno lmsmamh kogm
pbrlojtmmjjym tbtmp gmrbjm ujtug lbjyompgmj pbamymjmj ujtug
pbrlojtmmj tbrsbfut lunmh tmpo mpmfoam fbreaugtumso, fbrfmdmo
pbrlmsmamhmj lujiua.(Gctabr, =??4; 8>).
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6.>.
Nolbjso Gumaotms Kmsm
Fbfbrmpm pmgmr pblmsmrmj sbpbrto Pmsurmlmj, [bothmal nmj
Fbrry lbamgugmj fbfbrmpm pbjbaotomj ghusus tbrhmnmp fbfbrmpm kbjos kmsm
nmj lbjdonbjtoeogmso emgtcr ymjd lblpbjdmruho gumaotms kmsm ymjd fomsm
nosbfut sbfmdmo nolbjso gumaotms, ymotu ;
=) Vbaomfoaoty, lbjimgup num hma pcgcg, ymotu gcjsostbjso gbrkm
(pbrecrlmjib) nmj gblmlpumj ujtug nopbrimym (nbpbjnmfoaoty)
6) Vbspcjsovbjbss, ymotu gblmumj pmrm gmrymwmj ujtug lblfbrogmj
kmsm ymjd nofutuhgmj pbamjddmj.
9) ^mjdofabs, ymotu fugto eosog nmro kmsm, fosm fbrupm emsoaotms eosog,
pbrmamtmj ymjd nopbrdujmgmj, rbprbsbjtmso eosog nmro kmsm.
>) Ybiuroty,ymotu mlmj nmro fmhmym, rbsogc mtmu gbrmdu-rmdumj. Mspbg
ojo lbaoputo gbmlmjmj sbimrm eosog, eojmjsoma nmj gbrmhmsommj.
2) Irbnofoaoty, ymotu soemt kukur nmj nmpmt nopbrimym. Grbnofoaotms
lbjimgup jmlm pbrusmhmmj, rbputmso pbrusmhmmj, gmrmgtbrostog
profmno, icjtmit pbrscjba nmj ojtbrmgso nbjdmj pbamjddmj.
5) Icllujoimtocj, mrtojym lblfbrogmj ojecrlmso gbpmnm pbamjddmj
nmaml fmhmsm ymjd nmpmt lbrbgm pmhmlosbrtm sbamau lbjnbjdmr
gbauhmj nmj smrmj pbamjddmj.
4) Rjnbrstmjnojd Gjcwojd ^hb Icstulbr , ymotu usmhm ujtug
lblmhmlo gbfutuhmj pbamjddmj.
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8) Iclpbtbjib, ymotu sbtomp crmjd nmaml pbrusmhmmj lbloaogo
gbtrmlpoamj nmj pbjdbtmhumj ymjd nofutuhgmj mdmrnmpmt
lblfbrogmj kmsm tbrtbjtu.
?) Miibs, lbaoputo gblunmhmj ujtug nohufujdo mtmu notbluo.
=0) Icurtbsy, lbaoputo sogmp scpmj smjtuj, rbspbg, pbrhmtomj nmj
gbrmlmhmj ymjd noloaogo pmrm icjtmit pbrscj.
Nmaml pbrgblfmjdmj sbamjkutjym notblugmj fmhwm sbpuauh nolbjso
ymjd mnm nmpmt normjdgul lbjkmno aolm nolbjso pcgcg, ymotu ;
=) ^mjdofabs (fugto amjdsujd) lbaoputo emsoaotms eosog, pbrabjdgmpmj,
pbdmwmo nmj smrmjm gclujogmso.
6) Vbaomfoaoty (gbmjnmamj) ymotu gblmlpumj lblfbrogmj pbamymjmj
ymjd nokmjkogmj nbjdmj sbdbrm, mgurmt nmj lblumsgmj.
9) Vbspcjsovbjbss (nmym tmjddmp) ymotu gbojdojmj pmrm stmee ujtug
lblfbjtug pmrm pbamjddmj nmj lblfbrogmj pbamymjmj nbjdmj
tmjddmp.
>) Mssurmjib (kmlojmj) ymjd lbjimgup pbjdbtmhumj, gblmlpumj,
gbscpmjmj nmj soemt nmpmt nopbrimym ymjd noloaogo pmrm stme fbfms
nmro fmhmym, rbsogc mtmu gbrmdu-rmdumj.
2) Blphmty (blpmto) lbaoputo gblunmhmj nmaml lbamgugmj hufujdmj,
gclujogmso ymjd fmog, pbrhmtomj profmno nmj lblmhmlo gbfutuhmj
pbamjddmj.
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6.2. LbtcnbYbrvoib ]umaoty
6.2.= Nbeojoso Ybrvoib ]umaoty ;
Ybrvoib qumaoty nmpmt nonbeojosogmj sbfmdmo sbfbrmpm kmuh
pbrfbnmmj mjtmrm gbjymtmmj nmj hmrmpmj pmrm pbamjddmj mtms amymjmj
ymjd notbrolm. Ybrvoib qumaoty nmpmt nogbtmhuo nbjdmj imrm
lblfmjnojdgmj pbrsbpso pmrm pbamjddmj mtms amymjmj nbjdmj
amymjmj ymjd fbjmr-fbjmr lbrbgm tbrolm (Ycbtkoptc, =??4).
Lbjurut Pmrmsurmlmj (Ycbtkoptc, =??4) ; Ybrvoib ]umaoty
nonbeojosogmj lbrupmgmj hmrmpmj sbfmdmo gbojddojmj pmrm pbamjddmj
gbtolfmjdmj amymjmj ymjd lujdgoj nofbrogmj pbrusmhmmj.
Eotzsollcjs & Eotzsollcjs (nmaml Ycbtkoptc, =??4),
lbjymtmgmj fmhwm Ybrvoib ]umaoty nmpmt nogbtmhuo nbjdmj imrm
lblfmjnojdgmj pbrsbpso pmrm pbamjddmj mtms amymjmj ymjd jymtm-
jymtm lbrbgm tbrolm/pbrcabh nbjdmj amymjmj ymjd sbsujdduhjym
lbrbgm hmrmpgmj/ojdojgmj. Kogm gbjymtmmj abfoh nmro ymjd
nohmrmpgmj,lmgm amymjmj nmpmt nogmtmgmj fbrlutu. Ybnmjdgmj kogm
gbjymtmmj gurmjd nmro ymjd nohmrmpgmj lmgm amymjmj nmpmt
nogmtmgmj gurmjdfbrlutu, mpmfoam gbjymtmmj smlm nbjdmj ymjd
nohmrmpgmj lmgmamymjmj nogmtmgmj lblumsgmj.
Voihmrn Guihn nmj Dcanbj (nmaml Ycbtkoptc, =??4) lbjduams
tbjtmjd pbrmj strmtbdos lutu amymjmj pmnm pbamjddmj (nogbjma
nbjdmj ostoamh Ybrvoib ]umaoty), lbjurut lbrbgm, pmnm lmsm ymjd
mgmj nmtojd pmrm pbamjddmj mgmj lblbdmjd pbrmj gujio
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gbfbrhmsoamj pbrusmhmmj. Hma ojo lblmgsm pbrusmhmmj-pbrusmhmmj
ujtug abfoh fbrcrobjtmso bgstbrjma nbjdmj imrm lblfbrogmj
pbamymjmj nbjdmj lutu ymjd sbfmog lujdgoj pmnm pmrm pbamjddmj
lbrbgm.
Nolbjso Ybrvoib ]umaoty mgmj fbrpbjdmruh tbrhmnmp hmrmpmj
pmrm pbamjddmj nmj gbjymtmmj ymjd tbrolm cabh pbamjddmj nmaml
lbjdujmgmj kmsm ymjd nofbrogmj cabh pohmg pbrusmhmmj. Lbjurut
Eotzsollcjs nmj Eotzsollcjs (nmaml Ycbtkoptc, =??4) lbjymtmgmj
fmhwm hmrmpmj pbamjddmj ojo nonmsmrgmj pmnm ojecrlmso ymjd
nosmlpmogmj nmro luaut gb luaut, gbfutuhmj profmno, pbjdmamlmj
nolmsm amau nmj gclujogmso bgstbrjma (ogamj nmj fbrfmdmo fbjtug
prclcso amojjym).
Pmrmsurmlmj, [bothmla nmj Fbrry ( nmaml K. Yuprmjtc, =??4 )
lbjdblugmgmj sbfumh lcnba nmj lbjyusuj fbfbrmpm miumj ymjd
nmpmt nopmgmo sbfmdmo pbnclmj nmaml strmtbdo pbjybsumomj/amjdgmh
mjtmrm ymjd nohmrmpgmj pbamjddmj nbjdmj gojbrkm
crdmjosmso/pbrusmhmmj. Nmaml hma ojo mnm aolm gbsbjkmjdmj (Dmp)
ymjd lbjybfmfgmj pbjymkomj/pbjymlpmomj pbamymjmj tonmg fbrhmsoa,
ymotu ;
=. Gbsbjkmjdmj mjtmrm hmrmpmj gcjsulbj nmj pmjnmjdmj
lmjmkblbj. Nolmjm pohmg lmjmkblbj tonmg sbamau lbrmsmgmj
nbjdmj tbpmt mpm ymjd noojdojgmj mtmu fmdmolmjm pbjoamomj
gcjsulbj tbrhmnmp gclpcjbj pbamymjmj.
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6. Gbsbjkmjdmj mjtmrm pmjnmjdmj/pbrsbpso lmjmkblbj nmj
spbsoeogmso lutu pbamymjmj. Nolmjm pohmg lmjmkblbj lujdgoj
smkm fbaul mtmu tonmg lbjbtmpgmj sumtu stmjnmr gumaotms ymjd
kbams/mnm tbtmpo tonmg rbmaostos.
9. Gbsbjkmjdmj mjtmrm lutu pbamymjmj nmj smkomj/pbjymlpmomj
pbamymjmj ( sbrvoib nbaovbry ) Nolmjm fmjymg emgtcr ymjd
lblpbjdmruho smkomj pbamymjmj. Pbrscmamj utmlm nomjtmrmjym
lujdgoj gmrymwmj ymjd gurmjd tbramtoh/fbgbrkm lbabfoho
gmpmsotmsjym, gcjnoso lbjtma ymjd rbjnmh, pbrmamtmj ymjd rusmg
nmj amojjym.
>. Gbsbjkmjdmj mjtmrm pbjymkomj pbamymjmj nmj gclujogmso
bgstbrjma. Hmrmpmj pbamjddmj nopbjdmruho cabh pbrjymtmmj mtmu
kmjko ymjd luaug-luaug cabh polpojmj pbrusmhmmj lbamauo
ogamj, tbtmpo gbjymtmmj amoj.
2. Gbsbjkmjdmj mjtmrm ymjd nomamlo nmj ymjd nohmrmpgmj.
^brkmno foam lmjm pbamjddmj lbjdugur gojbrkm pbrusmhmmj
nbjdmj imrm ymjd fbrfbnm nmj lbloaogo pbrsbpso ymjd gbaoru
lbjdbjmo gumaotms kmsm.
6.2.6 Pbjbrmpmj Lbtcnb Ybrvoib ]umaoty ;
Lbtcnb sbrvqumalbrupmgmj lbtcnb ymjd nodujmgmj ujtug
lbjdbtmhuo grotbrom-grotbrom gumaotms ymjd hmrus notojdgmtgmj gumaotms
pbamymjmjjym fbrnmsmrgmj dmp ymjd tbrkmno mjtmrm pbrsbpso nmj
hmrmpmj pbamjddmj ( Jurlomjtc; 60067 Jmjnorch, 6005;=6>). Lbtcnb
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sbrvquma sbjnoro tbrnoro nmro num fmdomj, ymotu pbjoamomj nmj
pblfcfctmj. Pbjoamomj noamgugmj nbjdmj lbjybfmrgmj gubsocjbr
nolmjm sbcrmjd pmrtosopmj lbjymtmgmj pbrsbpso nmj bgspbgtmsojym.
Pblfcfctmj noamgugmj nbjdmj lbjybfmrgmj gubsocjbr nolmjm
sbcrmjd pmrtosopmj lblfbrogmj fcfct ( icjstmjt sul rmtojd simab )
ujtug gbaolm nolbjso utmlm kmsm tbrsbfut.
6.5. ^bcro Euzzy
Pbjibtus dmdmsmj acdogm euzzy mnmamh Prce. A. M. [mnbh (=?52)
nmro Imaoecrjom Rjovbrsoty. (Yro Gusulmnbwo 6006 ; 0=). Pmnm projsopjym
holpujmj euzzymnmamh pbraumsmj holpujmj irosp, ymotu holpujmj ymjd
lblfmdo sbgbaclpcg ojnovonu gb nmaml num gmtbdcro,ymotu mjddctm nmj
fugmj mjddctm.
Ybfbaul lujiuajym tbcry acdogm euzzy (euzzy Acdoi), nogbjma
sbfumh acdogm tbdms (Irosp Acdoi) ymjd lbloaogo nmsmr mtmu smamh sbimrm
tbdms. Ybfmaogjym acdogm Euzzy lbrupmgmj sbfumh acdogm ymjd lbloaogo
joamo gbgmfurmj mtmu gbsmlmrmj(euzzyjbss) mjtmrm fbjmr nmj smamh sbimrm
fbrsmlmmj jmluj fbrmpm fbsmr gbfbjmrmj nmj gbsmamhmj sumtu joamo
tbrdmjtujd gbpmnm fcfct gbmjddctmmj ymjd noloaogojym.
Nmaml hmlpor sbtomp sostbl rbgmymsm, nogbjma num sulfbr
ojecrlmso ymjd pbjtojd ; sbjscr ymjd lblfbrogmj pbjdugurmj julbrog
nmro sumtu vmromfba, nmj pmgmr (lmjusom) ymjd lblfbrogmj ojstrugso nmj
nbsgropso tbjtmjd sostbl sbimrm aojduostog. Ojecrlmso ymjd nonmpmtgmj nmro
sbjscr mnmamh ojecrlmso julbrog nmj ojecrlmso ymjd fbrmsma nmro lmjusom
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mnmamh ojecrlmso aojduostog. Ojecrlmso julbrog nojymtmgmj nmaml
foamjdmj, sbnmjdgmj ojecrlmso aojduostog nojymtmgmj nmaml gmtm-gmtm
sbpbrto gbioa, fbsmr, smjdmt fbsmr nmj sbfmdmojym. Pbjnbgmtmj nmaml
rbgmymsm ymjd gcjvbjsocjma hmjym nmpmt lblmjemmtgmj ojecrlmso
julbrog nmj lbjdmamlo gbsuaotmj nmaml lblmjemmtgmj ojecrlmso
aojduostog.
Mamsmj ojecrlmso aojduostog sbrojd norbprbsbjtmsogmj nmaml ostoamh euzzy
mnmamh ;
=)
Gclujogmso ymjd noamgugmj abfoh icicg nmj beosobj kogm noamgugmj
nmaml ostoamh euzzy. Kogm pbrtugmrmj ojecrlmso noamgugmj nmaml
mjdgm-mjdgm mgmj tbrmsm kmjddma, lbsgopuj mjdgm-mjdgm lbloaogo
tojdgmt prbsoso ymjd tojddo.
6)
Pbjdbtmhumj gotm tbjtmjd sumtu hma pmnm nmsmrjym mnmamh euzzy.
Ybrojdgmao gotm lbjdbrto mgmj sumtu tbcro, tbtmpo gotm tonmg ymgoj
sbimrm lbjnbtmoa.
9)
Fmjymg sostbl jymtm ymjd tbramau gclpabgs kogm nodmlfmrgmj nmaml
ostoamh irosp (tbdms). Ybrojdgmao ojecrlmso pbjtojd lbjdbjmo sumtu
sostbl tonmg prbsoso, nmj gmnmjdgmam hmjym ojecrlmso tbrsbfut ymjd
gotm pbrcabh.
Ytrmtbdo ujtug lbjdgclfojmsogmj ojecrlmso julbrog nmj ojecrlmso
aojduostog lbjddujmgmj sostbleuzzy;
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=)
Lbjddujmgmj ojecrlmso julbrog nmj ojecrlmso aojduostog ujtug
lblfmjduj num sostbleuzzyymjd fbrfbnm, gblunomj tbjtugmj rmtm-
rmtmjym ujtug lblpbrcabh sostbleuzzy eojma.
6)
Lbjddujmgmj ojecrlmso aojduostog ujtug lblfmjduj sumtu sostbl
euzzy, gblunomj nomtur pmrmlbtbrjym fbrnmsmrgmj mtms ojecrlmso
julbrog. Yostbl euzzyymjd nopbrcabh mnmamh sostbl ymjd tbrfbjtug
mtms gbnum ojecrlmso julbrog nmj aojduostoi.
6.4.
^bcro Ybt Euzzy
Euzzy Ybt lbrupmgmj pbjdbaclpcgmj sbsumtmu fbrnmsmrgmj
vmromfab fmhmsm (aojduostoi vmromfab), ymjd nojymtmgmj nmaml eujdso
gbmjddctmmj. Nonmaml sblbstm pblfoimrmmj (ujovbrsb ce nosicursb) R,
Eujdso gbmjddctmmj nmro sumtu holpujmj euzzy tbrsbfut fbrjoamo mjtmrm 0,0
smlpmo nbjdmj =,0.
^bcroeuzzysbt ymjd pbrtmlm gmao nopbrgbjmagmj cabh[mnbh (=?52),
tbamh nogblfmjdgmj ujtug lbjybabsmogmj pbrlmsmamhmj nolmjm nbsgropso
mgtovotms, cfsbrvmso nmj pbjoamomj mnmamh sufybgtoe, tonmg pmsto nmj tonmg
prbsososo. Gmtm euzzy ululjym lbjdmrmh pmnm sotumso nolmjm tonmg mnm
fmtms nmro mgtovotms nmj pbjoamomj ymjd nmpmt nonbeojosogmj sbimrm tbpmt.
Ybfmdmo icjtch, gotm nmpmt nbjdmj lunmh lbjddcacjdgmj crmjd ymjd
fbrusom 66 tmhuj gbnmaml gbams abamgo lunm, sblbjtmrm otu tonmg lunmh
ujtug lbjbjtugmj mpmgmh prom ymjd fbrusom 92 tmhuj kudm tbrlmsug
gbnmaml gbams tbrsbfut, gmrbjm gmtm lunm tonmg lbloaogo fmtmsmj ymjd
kbams. Ybsumtu ymjd fbrsoemt euzzy sbpbrto ojo smjdmt sbrojd nokulpmo
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nmaml gbhonupmj sbhmro-hmro, sbpbrto gbams pbjtojd pmnm iustclbr jbbn,
gbams ujtug lcfoa fmdus, nmj sbfmdmojym. Hma ojo nmpmt noprbsbjtmsogmj
nbjdmj fmog nbjdmj lbjddujmgmj tbcroeuzzy.
^bcro sbt euzzy lblfbrogmj smrmjm ujtug lblprbsbjtmsogmj
gbtonmgpmstomj nmj lbrupmgmj mamt ymjd fmdus ujtug pblcnbamj
gbtonmgpmstomj ymjd fbrhufujdmj nbjdmj gbsmlmrmj, gbtonmgprbsosomj nmj
gbgurmjdmj ojecrlmso lbjdbjmo bablbj tbrtbjtu nmro prcfabl ymjd
nohmnmpo. Gbgumtmj ymjd lbjnmsmro tbcro sbt euzzy mnmamh lbjddujmgmj
vmromfba aojduostog nmropmnm vmromfba gumjtotmtoe ujtug lbrbprbsbjtmsogmj
gcjsbp ymjd tonmg prbsoso. Ybt euzzy lbrupmgmj sumtu sbt ymjd
lbjdmjnujd bablbj-bablbj ymjd lblpujymo nbrmkmt gbmjddctmmj ymjd
fbrfbnm-fbnm nmj smjdmt gcjtrms nbjdmj sbt gamsog (irosp), gmrbjm mjddctm
sbt irosp tonmg mgmj lbjkmno mjddctm gbiumao mpmfoam gbmjddctmmjjym
pbjuh nmaml sbt tbrsbfut, sbnmjdgmj nmaml sbteuzzyujtug nmpmt lbjkmno
mjddctm tonmg pbrau abjdgmp.
^bcro tbjtmjd euzzy sbt nojymtmgmj nbjdmj sbfumh sufsbt M nmro
sblbstm X, nolmjm trmjsoso mjtmrm gbmjddctmmj pbjuh nmj fugmj mjddctm
abfoh fbrsoemt drmnuma(fbrnbrmkmt ). Ybfumh joamo nmaml ojtbrvma W0,=\
lblpujymo nbrmkmt gbmjddctmmj (
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60
nbjdmj eujdso gbmjddctmmj (x) ymjd lbjdhufujdgmj sbtomp bablbj
nbjdmj sumtu joamo nmaml ojtbrvma W0,=\, nmj sbamau nojctmsogmj nbjdmj
pmsmjdmj sbt < {(x, (x)),x }. Gbtogm (x) < 0, xpmsto tonmg fbrmnm
pmnm , kogm (x) < = fbrmrto x sunmh pmsto fbrmnm pmnm . Rjtug gmsus
ymjd amoj nofbro joamo mjtmrm 0 nmj =. Joamo ymjd nofbrogmj tbrsbfut
lbjymtmgmj nbrmkmt gbmjddctmmj x nmaml . Pbjddujmmj ojtbrvma W0,=\
lbjybnomgmj prbsbjtmso ymjd sbsumo nmro drmnmso. Hmrus noimtmt fmhwm joamo
gbmjddctmmj ymjd tbpmt tonmg mnm, nmj fomsmjym sufybgtoe nmaml
prmgtbgjym, nmj ymjd pmaojd sbrojd nodujmgmj mnmamh foamjdmj euzzy,
ghususjym tromjduamr euzzy julfbr.
6.8.^romjduamr Euzzy Julfbr
Euzzy julfbr mnmamh spbsoma euzzy sbt < {(x, ),x V=}.Nolmjmx
lblfmwm joamojym gbnmaml dmros rbma V= ; - 1 x 1 + nmj (x)
lbrupmgmj pbjddmlfmrmj gcjtojyu nmro V=
pmnm ojtbrvma tbrnbgmt nmro
W0,=\(Nufcos mjn Prmnb =?48, =?80, nmaml (A.G. Ihmj, bt ma =???)).
Euzzy julfbr nodujmgmj ujtug lbjymtmgmj gcjsbp foamjdmj ymjd
tonmg prbsoso, sbpbrto lbjnbgmto 4, mjtmrm 8 smlpmo ?, hmlpor 2 nmj
sbfmdmojym. Yumtu tromjduamr euzzy julfbr, nojctmsogmj nbjdmj L .
Amjdgmh > ; Lblmsugmj joamo kulamh vmromjs futor nmj joamo
kulamh vmromjs tctma gb nmaml rulus maphm.
2.
Amjdgmh 2 ; Lbjimro rtmfbampmfoam nogbtmhuo sodjoeogmjso ujtug
5.
Amjdgmh 5 ; Lblfumt gbputusmj lblfmjnojdgmj r== nbjdmj rtmfba
gmonmh gbputusmj ; kogm r== : rtmfbafbrmrto rbaomfba nmj r== 1 rtmfba
fbrmrto tonmg rbaomfba.
n.LbjdojtbdrmsogmjEuzzy-sbrvquma
Pbjdojtbdrmsomj Euzzy-Ybrvquma ymjd noamgugmj lbaoputo pblfbjtugmj
lblfbrshop eujitocjnbjdmj ^romjduamr Euzzy Julfbrujtug pbjdugurmj
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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90
pbrsbpso nmj bgspbgtmso pbamjddmj, pbrhotujdmj joamo pbrsbpso nmj
bgspbgtmso pbamjddmj, pbrhotujdmj joamo gbsbjkmjdmj gumaotms amymjmj,
pbrhotujdmj fcfct, pbrhotujdmj joamo sbrvquma tbrfcfct nmj pbjoamomj
tojdgmt gbpbjtojdmj sumtu grotbrom.
Ybtbamh noamgugmj pbjdulpuamj nmtm lbamauo pbjybfmrmj
gubsocjbr, sbamjkutjym noamgugmj prcsbs euzzyeogmso fbrogutjym nbjdmj
pblfbjtugmj ^romjduamr Euzzy Julfbr joamo pbrsbpso nmj bgspbgtmso
pbamjddmj nohotujd nbjdmj imrm sbfmdmo fbrogut;
Rjtug grotbrom gb-o, aojduostog vmromfba gb-k;
=.
^bjtugmj joamo rmtm-rmtm nmro sbtomp vmromfba aojduostog ujtug grotbrom
gb-o nmj kmnogmj joamo rmtm-rmtm tbrsbfut sbfmdmo joamo fd
Gbtbrmjdmj;
o < grotbrom ( =,6,9,.........l )
k < aojduostog vmromfba ( =,6,9,.......g )
6.
Gblunomj fbjtug ^EJs nbjdmj joamo mok< fo(k-o)nmj iok < fo(k+=)
9.
^bjtugmj joamo mo . fo. i oujtug sbtomp sbtomp grotbrom (Jurlomjtc, 6006)
nbjdmj imrm sbfmdmo fbrogut;
Fmtms fmwmh (io);
io.=.=. Onbjtotms Vbspcjnbj
Pmnm onbjtotms rbspcjnbj nonmamllym lbjimgup tbjtmjd
nmtm- nmtm ymjd mnm pmnm rbspcjnbj. Kulamh rbspcjnbj nmaml
pbjbaotomj ojo mnmamh >4 crmjd ymjd lbrupmgmj lmhmsoswm Kurusmj
^bgjog Drmeogm Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm ymjd fbrmsma
nmro amtmr fbamgmjd fbrfbnm-fbnm ymotu lbaoputo kbjos gbamloj, usom
mtmu ulur rbspcjnbj, nmj prcdrml stuno, sbhojddm mgmj
lblfbrogmj pbrsbpso nmj hmrmpmj ymjd fbrfbnm-fbnm lbjdbjmo
gumaotms pbamymjmj ymjd mnm nmj mghorjym mgmj fbrpbjdmruh pmnm
gbpumsmj pbamjddmj.
m. Kbjos gbamloj
Fbrogut ojo mnmamh tmfba lbjdbjmo kbjos gbamloj rbspcjnbj
ymjd lbrupmgmj lmhmsoswm mgtoe Kurusmj ^bgjog Drmeogm
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9>
Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm mjdgmtmj 6008/600?
sbfmdmo fbrogut ;
^mfba >.= Kbjos Gbamloj Vbspcjnbj
Jc Gmtbdcro Erbgubjso Pbrsbjtmsb
= Amgo-Amgo 6= >>,58%
6 Pbrblpumj 65 22,96%
Kulamh >4 =00,00%
Yulfbr; Nmtm prolbr ymjd nocamh, 60==
Nmro tmfba nomtms nmpmt nogbtmhuo fmhwm 6= rbspcjnbj mtmu
>>,58 pbrsbj mnmamh fbrkbjos gbamloj amgo-amgo nmj sosmjym
ymotu 65 mtmu 22,96 pbrsbj mnmamh fbrkbjos fbrkbjos gbamloj
pbrblpumj.
f. Rsom Vbspcjnbj
Rsom mtmu ulur lbrupmgmj gbibjnbrujdmj sbsbcrmjd nmaml
fbrpogor nmj lblfbjtug gbnbwmsmmj. Rlur kudm
lblpbjdmruho gblmtmjdmj pblogormj sbsbcrmjd nmaml
lbloaoh mtmu lbjbjtugmj sbsumtu poaohmj. Nmtm lbjdbjmo usom
rbspcjnbj fbrtukumj ujtug lbjdbtmhuo rmtm- rmtm usom
lmhmsoswm sbfmdmo pbamjddmj Kurusmj ^bgjog Drmeogm
Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm. Fbrogut ojo mnmamh tmfba
lbjdbjmo usom rbspcjnbj ymjd lbrupmgmj lmhmsoswm mgtoe
Kurusmj ^bgjog Drmeogm Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm
mjdgmtmj 6008/600? sbfmdmo fbrogut ;
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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92
^mfba >.6 Rsom rbspcjnbj
Jc Gmtbdcro Erbgubjso Pbrsbjtmsb
= 66 ^mhuj 9 5,98%
6 6= ^mhuj 6? 5=,40%
9 60 ^mhuj == 69,>0%
> =? ^mhuj > 8,26%
Kulamh >4 =00,00%
Yulfbr ; Nmtm Prolbr ymjd Nocamh, 60==
Fbrnmsmrgmj nmtm nomtms nmpmt nogbtmhuo fmhwm sbfmdomj fbsmr usom
rbspcjnbj mjtmrm 6= tmhuj ymotu sbfmjymg 6? rbspcjnbj mtmu sbfbsmr 5=,40
pbrsbj, sbnmjdgmj kulamh rbspcjnbj nmj pbrsbjtmsb tbrbjnmh fbrusom abfoh
nmro 66 tmhuj sbfmjymg 9 rbspcjnbj mtmu 5,98 pbrsbj.
>.6.Pbjdcamhmj Nmtm
Pbjdcamhmj nmtm noamgugmj nbjdmj lbjddujmgmj Loircscet Bxiba ujtug
lbjduko vmaonotms nmj rbaomfoaotms.
m. Rko Gbiugupmj Nmtm
Pmnm tmhmp mwma, gubsocjbr nosbfmrgmj gbpmnm 9= rbspcjnbj
nbjdmj tukumj ujtug lbaohmt mpmgmh pbrtmjymmj-pbrtmjymmj nmaml
gubsocjbr tbrsbfut nmpmt nopmhmlo nmj tonmg lblfojdujdgmj. Nmro 9=
gubsocjbr ymjd nosbfmr tbrnmpmt = fumh gubsocjbr ymjd nojymtmgmj
rusmg gmrbjm nmaml pbjdosomjjym tonmg abjdgmp. Kmno sbimrm ulul
gubsocjbr sunmh nomjddmp fbjmr nmj somp ujtug prcsbs pbjdcamhmj nmtm
sbamjkutjym.
Amjdgmh sbamjkutjym mnmamh lbjduko gbiugupmj nmtm nmro
gubsocjbr mwma tbrsbfut nbjdmj lbjddujmgmj rulus Fbrjcuaao sbfmdmo
fbrogut ;
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95
J .=)
Gbtbrmjdmj;
J < kulamh smlpba lojolul
[ < joamo nostrofuso jcrlma
b < tcabrmjso brcr
p < prcsbjtmsb gubsocjbr nokmwmf fbjmr
q < prcsbjtmsb gubsocjbr nokmwmf smamh
Nbjdmj lbjddujmgmj tojdgmt gbsmamhmj ymjd nmpmt notbrolm sbfbsmr
2%, lmgm nonmpmtgmj ;
P < ?4.09=
90<
] < 09.09=
=<
J < >426,>5)02.0(
)09.0).(?4.0.()?5,=(6
6
<
Hmsoa uko gbiugupmj nmtm lbjdhmsoagmj tctma gubsocjbr ymjd hmrus
nofumt mnmamh >4 smlpba nmro tctma pcpuamso.
f.Rko Umaonotms
Umaonotms lbjujkugmj sbkmuh lmjm sumtu mamt pbjdugur otu lmlpu
lbjdugur mpm ymjd nougur nmj smamh smtu imrm ujtug lbjdmjmaosm
mpmgmh nmtm ymjd mgmj nodujmgmj iugup vmaon mtmu nmpmt nomjnmagmj
ujtug notbrusgmj gbnmaml pbjdcamhmj nmtm. Rko vmaonotms noamgugmj
ujtug lblfbrogmj gbymgojmj fmhwm mamt ugur tbrsbfut nmpmt nodujmgmj
pmnm wmgtu sbgmrmjd nbjdmj gbibrlmtmj ymjd fmog. Rko vmaonotms
noamgugmj lbaohmt gcrbamso mjtmrm sgcr lmsojd-lmsojd pbrtmjymmj
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94
nbjdmj sgcr tctma nmro 9= = < 90 rbspcjnbj sbfmdmo poaoct smlpba.
Ygcr futor nopmjnmjd sbfmdmo joamo X nmj sgcr tctma nopmjnmjd sbfmdmo
joamo _. Pbrhotujdmjjym noamgugmj nbjdmj fmjtumj Loircscet Bxiba.
Mnmpuj amjdgmh-amjdgmh nmaml lbamgugmj pbjdukomj vmaonotms mnmamh
sbfmdmo fbrogut.
=. Amjdgmh = ; Lbjdhotujd hmrdm gcrbamso sbtomp rulus Pbmrscj
Prcnuit Lclbjtsbfmdmo fbrogut Rlmr Husboj, Hma =>6);
( ( )( )
( )( ) ( )( )6666. __jXXj_XX_j
rhotujd
< (>.6)
6.
Amjdgmh 6 ; Lbjdhotujd hmrdm t hotujdnbjdmj rulus ; t hotujdRlmr
Husboj ( =??47hma =>9);
6=
6
r
jrthotujd
< (>.9)
9. Amjdgmh 9 ; Lbjimro t tmfbampmfoam nogbtmhuo sodjoeogmj
< 0.02 nmj ng ; Lblfumt gbputusmj nbjdmj lblfmjnojdgmj t hotujd
nbjdmj t tmfbagmonmh gbputusmj ;
Kogm t hotujd: t tmfbafbrmrto vmaon
nmj , t hotujd 1 t tmfbafbrmrto tonmg vmaon
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
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98
^mfba >.9 Vbgmp Hmsoa Rko Umaonotms
JC GVO^BVOM t ^mfba,05= 6,45=
UMAON
6 Amy Cut gmlpus =,40= 6.4>>9,?48
UMAON
9 ^blpmt pmrgor aums =,40= 9,?205,59=
UMAON
>Kulamh rumjd gbams
ymjd tbrsbnom =,40=2,>55
>,044UMAON
2 Gbjymlmjmj rumjdgbams
=,40= 9,8>? 9,?98 UMAON
5Gbfbrsohmj aojdgujdmj
nmj rumjd gbams=,40= 2,0>>
5,552UMAON
4^brsbnomjym emsoaotms
pbjujkmjd =,40=9,6?=
2,5=2UMAON
8
Gbtbrsbnommj
pbrpustmgmmj ymjd
abjdgmp
=,40= 9,2?8 2,=69 UMAON
?Gbtbrsbnommj smrmjm
gclujogmso=,40= 6,0=5
5,>84UMAON
=0
Fbsmrjym fomym
pbjnonogmj =,40= 6,554
5,226
UMAON
==Gumaotms tbjmdm
pbjnonog=,40= >,994
4,568UMAON
=6Gumaotms systbl
pbjnonogmj=,40= 2,0==
8,>=>UMAON
=9Gumaotms auausmj ymjd
nohmsoagmj =,40=2,0==
4,558UMAON
=> Forcgrmso gmlpus =,40= 6,2585,858
UMAON
=2
Gblunmhmj lbjnmpmt
ojecrlmso tbjtmjd
sostbl pbjnonogmj(kmnwma guaomh,
prmgtogul, guroguaul,
naa)
=,40= 6,509 >,442 UMAON
=5
Gblunmhmj lbjnmpmt
pbamymjmj
pbrpustmgmmj=,40=
2,>55 5,90? UMAON
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9?
Amjkutmj ^mfba >.9 Vbgmp Hmsoa Rko Umaonotms
JC GVO^BVOM
Joamo t
PBVYBPYO
Joamo t
HMVMPMJ
GB^.
=4Gblunmhmj nmaml
pblfmymrmj=,40= 9,4>9
2,4?>UMAON
=8
Gbrmlmhmj gmrymwmj
ablfmdm pbjnonogmj
( ^R, ncsbj, naa )
=,40= 2,6>95,?6>
UMAON
=?Gbmlmjmj aojdgujdmj
gmlpus =,40=9,?24 5,>=0 UMAON
60Vbputmso ablfmdm
pbjnosogmj=,40= 9,=??
5,=24UMAON
6=
Gbibpmtmj tojnmgmj
gmrymwmj ablfmdm
pbjnonogmj pmnm smmt
mnm gbauhmj nmro
pbamjddmj
=,40= 9,>454,0=5
UMAON
66
^mjddujd kmwmf nmro
pohmg ablfmdm
pbjnonogmj mtms
pbamymjmj ymjd
nofbrogmj gbpmnm
pbamjddmj
=,40= 9,=605,8??
UMAON
69
^ojdgmt gbsmfmrmjgmrymwmj ablfmdm
pbjnonogmj nmaml
lbjbrolm gbauhmj
pbamjddmj
=,40= 6,==>8,5=2
UMAON
6>
Gblunmhmj pbamjddmj
lblojtm fmjtumj
gbpmnm gmrmymwmj
ablfmdm pbjnonogmj
=,40= 9,4594,926
UMAON
62
Gbojdojmj pohmg
ablfmdm pbjnonogmj
nmaml lbjbrolm smrmj
=,40= 6,45?8,?9>
UMAON
Yulfbr ; Hmsoa Pbrhotujdmj
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>0
i.
Rko Vbaomfoaotms
Vbaomfoaotms mnmamh ostoamh ymjd nopmgmo ujtug lbjujkugmj sbkmuh
lmjm hmsoa pbjdugurmj rbamtoe gcjsostbj mpmfoam pbjdugurmj nouamjd num
gmao mtmu abfoh. Rko rbaomfoaotms noamgugmj ujtug lbjdbtmhuo tojdgmt
gbpbrimymmj tbrhmnmp mamt pbjdulpua nmtm, ojstrulbjt ymjd sunmh nmpmt
nopbrimym mgmj lbjdhmsoagmj nmtm ymjd nmpmt nopbrimym kudm. Rko
noamgugmj tbrhmnmp 90 rbspcjnbj sbfmdmo poact smlpba, nmj pbrhotujdmj
uko rbaomfoaotms noamgugmj nbjdmj fmjtumj Loircsce Bxiba.
Pmnm pbjoaotomj ojo lbjimro rbaomfoaotms lbjddujmgmj rulus Maphm.
Vulus Maphm nodujmgmj ujtug lbjimro rbaomfoaotms ojstrulbj ymjd
sgcrjym fugmj = nmj 0 nmj lbloaogo kulamh pbrtmjymmj pmnm gubsojbr
fbrkulamh dmjkoa.
Vulus Maphm (Mrogujtc, Hma =4=)
< 6=
6
== =)=(
f
ggr
Gbtbrmjdmj ;
==r < rbaomfoaotms ojstrulbj
G < fmjymgjym futor pbrtmjymmj mtmu fmjymgjym scma
6f < kulamh vmromjs futor6
= < vmromjs tctma
Rjtug lbjdhotujd rbaomfoaotms nbjdmj rulus maphm lbjddujmgmj
amjdgmh- amjdgmh sbfmdmo fbrogut ;
=.
Amjdgmh = ; Lbjdhotujd tctma sgcr.
6.
Amjdgmh 6 ; Lbjdhotujd kulamh vmromjs futor
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>=
Rjtug lbjimro joamo kulamh vmromjs futor noimro nuau vmromj
sbtomp futor, gblunomj kulamhgmj.
9. Amjdgmh 9 ; Lbjdhotujd kulamh vmromj tctma
>.
Amjdgmh > ; Lblmsugmj joamo kulamh vmromjs futor nmj joamo
kulamh vmromjs tctma gb nmaml rulus maphm.
2. Amjdgmh 2 ; Lbjimro rtmfbampmfoam nogbtmhuo sodjoeogmjso ujtug
< 0,02 nmj ng < 90 6 < 68, lmgm nopbrcabh rtmfba< 0,94>
5.
Amjdgmh 5 ; Lblfumt gbputusmj lblfmjnojdgmj r== nbjdmj
rtmfbagmonmh gbputusmj ; kogm r== : rtmfbafbrmrto rbaomfba nmj r==
1 rtmfbafbrmrto tonmg rbaomfba.
Hmsoa uko rbaomfoaotms pbrsbpso pbamjddmj lbjujkugmj r hotujd ( 0,?=9 ) : r
tmfba ( 0.94> ), lmgm nmtm nojymtmgmj rbaomfab. Rjtug hmsoa uko rbaomfoaotms hmrmpmj
pbamjddmj lbjujkugmj r hotujd ( 0,?54 ) : r tmfba ( 0.94> ), lmgm nmtm
nojymtmgmj rbaomfab. Mnmpuj amjdgmh- amjdgmh pbjdukomj rbaomfoaotms tbrnmpmt pmnm
amlpormj F.
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>6
n. Pbjdhotujdmj Joamo Euzzyeogmso Pbrsbpso Pbamjddmj
Hmsoa pbjdcamhmj nmtm ymjd nopbrcabh nmro pbjybfmrmj gubsocjbr pbrsbpso pbamjd
nmaml blpmt nolbjso ymotu nolbjso tmjdofab, rbmfoaoty, mssurmjib, blphmty nmj nonbeuzz
scetwmrb Ls. Bxiba nmpmt noaohmt pmnm tmfba nofmwmh ojo ;
^mfba >.> Joamo Euzzyeogmso Pbrsbpso Pbamjddmj
JC GVO^BVOM
^EJ
NBER[[OEOGi m f
NOLBJYO ^MJDOFABY
= Acgmso gmlpus lunmh nokmjdgmu 0.205 0.5>0 0.425 0.59>
6 Amy Cut gmlpus 0.642 0.>26 0.2?? 0.>>6
9 ^blpmt pmrgor aums 0.>02 0.222 0.585 0.2>?
> Kulamh rumjd gbams ymjd tbrsbnom 0.95= 0.>8? 0.5>6 0.>?8
2 Gbjymlmjmj rumjd gbams 0.9?0 0.252 0.4=2 0.224
5 Gbfbrsohmj aojdgujdmj nmj rumjd gbams 0.>09 0.248 0.46> 0.258
4 ^brsbnomjym emsoaotms pbjujkmjd 0.9?8 0.2>8 0.58= 0.2>6
8 Gbtbrsbnommj pbrpustmgmmj ymjd abjdgmp 0.>>4 0.246 0.588 0.25?
? Gbtbrsbnommj smrmjm gclujogmso 0.90? 0.>2= 0.2?4 0.>29
NOLBJYO VBAOMFOAO^_
=0 Fbsmrjym fomym pbjnonogmj 0.96? 0.>54 0.50= 0.>55
== Gumaotms tbjmdm pbjnonog 0.905 0.>29 0.568 0.>56
=6 Gumaotms sostbl pbjnonogmj 0.645 0.>52 0.594 0.>2?
=9 Gumaotms auausmj ymjd nohmsoagmj 0.645 0.>52 0.594 0.>2?
=> Forcgrmso gmlpus 0.6?4 0.>86 0.5>? 0.>45
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>9
Amjkutmj mfba >.> Joamo Euzzyeogmso Pbrsbpso Pbamjddmj
JC GVO^BVOM^EJ
NBER[[OEOGi m f
NOLBJYO MYYRVMJIB
=2
Gblunmhmj lbjnmpmt ojecrlmso tbjtmjd sostbl
pbjnonogmj (kmnwma guaomh, prmgtogul,
guroguaul, naa) 0.>05 0.225 0.58= 0.2>4
=5 Gblunmhmj lbjnmpmt pbamymjmj pbrpustmgmmj 0.95= 0.>8? 0.5>6 0.>?8
=4 Gblunmhmj nmaml pblfmymrmj 0.685 0.>46 0.59? 0.>52
=8
Gbrmlmhmj gmrymwmj ablfmdm pbjnonogmj ( ^R,
ncsbj, naa ) 0.>=4 0.>?0 0.2?0 0.>??
=? Gbmlmjmj aojdgujdmj gmlpus 0.9?4 0.2>4 0.544 0.2>0
60 Vbputmso ablfmdm pbjnosogmj 0.95? 0.>44 0.598 0.>?2
6=
Gbibpmtmj tojnmgmj gmrymwmj ablfmdm
pbjnonogmj pmnm smmt mnm gbauhmj nmro pbamjddmj 0.656 0.>94 0.569 0.>>=
66
^mjddujd kmwmf nmro pohmg ablfmdm pbjnonogmj
mtms pbamymjmj ymjd nofbrogmj gbpmnm pbamjddmj0.9=8 0.>25 0.2?6 0.>25
NOLBJYO BLPHM^_
69
^ojdgmt gbsmfmrmj gmrymwmj ablfmdm
pbjnonogmj nmaml lbjbrolm gbauhmj pbamjddmj 0.6?? 0.>96 0.288 0.>9?
6>
Gblunmhmj pbamjddmj lblojtm fmjtumj gbpmnm
gmrymwmj ablfmdm pbjnonogmj 0.908 0.>>= 0.285 0.>>2
62
Gbojdojmj pohmg ablfmdm pbjnonogmj nmaml
lbjbrolm smrmj 0.9=8 0.>22 0.288 0.>2>
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>>
b. Pbjdhotujdmj Joamo Euzzyeogmso Hmrmpmj Pbamjddmj
Hmsoa pbjdcamhmj nmtm ymjd nopbrcabh nmro pbjybfmrmj gubsocjbr hmrmpmj pbamjdd
blpmt nolbjso ymotu nolbjso tmjdofab, rbmfoaoty, mssurmjib, blphmty nmj nonbeuzzoeogmso nbjd
Bxiba nmpmt noaohmt pmnm tmfba nofmwmh ojo ;
^mfba >.2 Joamo Euzzyeogmso Hmrmpmj Pbamjddmj
JC GVO^BVOM
^EJ
NBER[[OEOGi m f
NOLBJYO ^MJDOFABY
= Acgmso gmlpus lunmh nokmjdgmu 0.499 0.82= 0.?5? 0.82=
6 Amy Cut gmlpus 0.5>8 0.89> 0.?24 0.8=9
9 ^blpmt pmrgor aums 0.56> 0.896 0.?28 0.80>> Kulamh rumjd gbams ymjd tbrsbnom 0.40? 0.806 0.?>9 0.8=8
2 Gbjymlmjmj rumjd gbams 0.55? 0.864 0.?24 0.8=8
5 Gbfbrsohmj aojdgujdmj nmj rumjd gbams 0.494 0.8>= 0.?59 0.8>4
4 ^brsbnomjym emsoaotms pbjujkmjd 0.5=4 0.895 0.?5? 0.804
8 Gbtbrsbnommj pbrpustmgmmj ymjd abjdgmp 0.505 0.8=? 0.?59 0.4?5
? Gbtbrsbnommj smrmjm gclujogmso 0.5=2 0.89= 0.?55 0.80>
NOLBJYO VBAOMFOAO^_
=0 Fbsmrjym fomym pbjnonogmj 0.5=6 0.862 0.?59 0.800
== Gumaotms tbjmdm pbjnonog 0.58= 0.822 0.?49 0.895
=6 Gumaotms sostbl pbjnonogmj 0.59= 0.8>8 0.?54 0.8=2
=9 Gumaotms auausmj ymjd nohmsoagmj 0.5=9 0.890 0.?54 0.809
=> Forcgrmso gmlpus 0.494 0.82= 0.?5> 0.82=
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
64/82
>2
Amjkutmj mfba >.2 Joamo Euzzyeogmso Hmrmpmj Pbamjddmj
JC GVO^BVOM^EJ
NBER[[OEOGi m f
NOLBJYO MYYRVMJIB
=2
Gblunmhmj lbjnmpmt ojecrlmso tbjtmjd sostbl
pbjnonogmj (kmnwma guaomh, prmgtogul,
guroguaul, naa)0.495 0.8>4 0.?5= 0.8>8
=5 Gblunmhmj lbjnmpmt pbamymjmj pbrpustmgmmj 0.54? 0.8>4 0.?58 0.89=
=4 Gblunmhmj nmaml pblfmymrmj 0.4>6 0.8>= 0.?>? 0.8>>
=8
Gbrmlmhmj gmrymwmj ablfmdm pbjnonogmj ( ^R,
ncsbj, naa )0.554 0.862 0.?2? 0.8=4
=? Gbmlmjmj aojdgujdmj gmlpus 0.4>= 0.828 0.?54 0.822
60 Vbputmso ablfmdm pbjnosogmj 0.542 0.8>8 0.?49 0.896
6=
Gbibpmtmj tojnmgmj gmrymwmj ablfmdm
pbjnonogmj pmnm smmt mnm gbauhmj nmro pbamjddmj0.495 0.8>9 0.?24 0.8>5
66
^mjddujd kmwmf nmro pohmg ablfmdm pbjnonogmj
mtms pbamymjmj ymjd nofbrogmj gbpmnm pbamjddmj 0.590 0.8>9 0.?59 0.8=6
NOLBJYO BLPHM^_
69
^ojdgmt gbsmfmrmj gmrymwmj ablfmdm
pbjnonogmj nmaml lbjbrolm gbauhmj pbamjddmj0.56= 0.8>4 0.?44 0.8=2
6>
Gblunmhmj pbamjddmj lblojtm fmjtumj gbpmnm
gmrymwmj ablfmdm pbjnonogmj0.46= 0.890 0.?2? 0.894
62
Gbojdojmj pohmg ablfmdm pbjnonogmj nmaml
lbjbrolm smrmj0.544 0.8>2 0.?58 0.890
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
65/82
>5
e. Pbjdhotujdmj Fcfct
Joamo fcfct nonmpmtgmj nbjdmj imrm lbjcrlmaosmso joamo nbeuzzyeogmso hmrmp
gamsoeogmso nolbjso. Prcsbs ymjd noamgugmj mnmamh lblfumt tctma fcfct mtrofut smlm nbjd
nbjdmj imrm lblfmdo joamo nbeuzzyeogmso hmrmpmj pbamjddmj tomp grotbrom nbjdmj joamo gcl
pbamjddmj, ujtug pbjdhotujdmj fcfct nmpmt noaohmt pmnm tmfba nofmwmh ojo ;
^mfba >.5 Joamo Fcfct Ybtomp Grotbrom
JC GVO^BVOMFCFC^
NBER[[OEOGMYO i m f
NOLBJYO ^MJDOFABY
= Acgmso gmlpus lunmh nokmjdgmu 0.499 0.82= 0.?5? 0.82=6 Amy Cut gmlpus 0.5>8 0.89> 0.?24 0.8=9
9 ^blpmt pmrgor aums 0.56> 0.896 0.?28 0.80>
> Kulamh rumjd gbams ymjd tbrsbnom 0.40? 0.806 0.?>9 0.8=8
2 Gbjymlmjmj rumjd gbams 0.55? 0.864 0.?24 0.8=8
5 Gbfbrsohmj aojdgujdmj nmj rumjd gbams 0.494 0.8>= 0.?59 0.8>4
4 ^brsbnomjym emsoaotms pbjujkmjd 0.5=4 0.895 0.?5? 0.804
8 Gbtbrsbnommj pbrpustmgmmj ymjd abjdgmp 0.505 0.8=? 0.?59 0.4?5
? Gbtbrsbnommj smrmjm gclujogmso 0.5=2 0.89= 0.?55 0.80>
4.924
NOLBJYO VBAOMFOAO^_
=0 Fbsmrjym fomym pbjnonogmj 0.5=6 0.862 0.?59 0.800
== Gumaotms tbjmdm pbjnonog 0.58= 0.822 0.?49 0.895=6 Gumaotms sostbl pbjnonogmj 0.59= 0.8>8 0.?54 0.8=2
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
66/82
>4
Amjkutmj ^mfba >.5 Joamo Fcfct Ybtomp Grotbrom
JC GVO^BVOMFCFC^
NBER[[OEOGMYO
i m f=9 Gumaotms auausmj ymjd nohmsoagmj 0.5=9 0.890 0.?54 0.809
=> Forcgrmso gmlpus 0.494 0.82= 0.?5> 0.82=
>.=02
NOLBJYO MYYRVMJIB
=2 Gblunmhmj lbjnmpmt ojecrlmso tbjtmjd sostblpbjnonogmj (kmnwma guaomh, prmgtogul, guroguaul, naa)
0.495 0.8>4 0.?5= 0.8>8
=5 Gblunmhmj lbjnmpmt pbamymjmj pbrpustmgmmj 0.54? 0.8>4 0.?58 0.89=
=4 Gblunmhmj nmaml pblfmymrmj 0.4>6 0.8>= 0.?>? 0.8>>
=8Gbrmlmhmj gmrymwmj ablfmdm pbjnonogmj ( ^R,ncsbj, naa )
0.554 0.862 0.?2? 0.8=4
=? Gbmlmjmj aojdgujdmj gmlpus 0.4>= 0.828 0.?54 0.822
60 Vbputmso ablfmdm pbjnosogmj 0.542 0.8>8 0.?49 0.8966= Gbibpmtmj tojnmgmj gmrymwmj ablfmdm pbjnonogmj
pmnm smmt mnm gbauhmj nmro pbamjddmj0.495 0.8>9 0.?24 0.8>5
66 ^mjddujd kmwmf nmro pohmg ablfmdm pbjnonogmj mtmspbamymjmj ymjd nofbrogmj gbpmnm pbamjddmj
0.590 0.8>9 0.?59 0.8=6
5.58>
NOLBJYO BLPHM^_
69 ^ojdgmt gbsmfmrmj gmrymwmj ablfmdm pbjnonogmjnmaml lbjbrolm gbauhmj pbamjddmj
0.56= 0.8>4 0.?44 0.8=2
6> Gblunmhmj pbamjddmj lblojtm fmjtumj gbpmnmgmrymwmj ablfmdm pbjnonogmj
0.46= 0.890 0.?2? 0.894
62 Gbojdojmj pohmg ablfmdm pbjnonogmj nmamllbjbrolm smrmj
0.544 0.8>2 0.?58 0.890
KRLAMH 6.>86
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67/82
>8
d. Pbjdhotujdmj Joamo Ybrvquma (Dmp) Mjtmrm Pbrsbpso nmj Hmrmpmj
Hmsoa pbjdhotujdmj Joamo Ybrvquma (dmp) nmro sbaosoh tojdgmt pbrsbpso nmj hmrmpmj
lmjm pohmg Kurusmj ^bgjog Drmeogm Pcaotbgjog Jbdbro Kmgmrtm tbamh lblfbrogmj pbamymj
pbamjddmjjym. Pbrmj fcfct nmaml dmp mgmj lblfbrogmj tojdgmt gbpbjtojdmj sbfbrmpm kmuh
lblfbrogmj pbjojdgmtmj gumaotms pbamymjmj sbimrm lbjybauruh. Hmsoajym nmpmt noaohmt pmnm t
^mfba >.4 Joamo Ybrvquma (Dmp) mjtmrm Pbrsbpso nmj Hmrmpmj Pbamjddmj
JC GVO^BVOM PBVYBPYO HMVMPMJ DMP FCFC^
NOLBJYO ^MJDOFABY
= Acgmso gmlpus lunmh nokmjdgmu 0.59> 0.82= -0.6=5 0.==5 6 Amy Cut gmlpus 0.>>6 0.8=9 -0.940 0.==0
9 ^blpmt pmrgor aums 0.2>? 0.80> -0.625 0.=0?
> Kulamh rumjd gbams ymjd tbrsbnom 0.>?8 0.8=8 -0.96= 0.===
2 Gbjymlmjmj rumjd gbams 0.224 0.8=8 -0.65= 0.===
5 Gbfbrsohmj aojdgujdmj nmj rumjd gbams 0.258 0.8>4 -0.64? 0.==2
4 ^brsbnomjym emsoaotms pbjujkmjd 0.2>6 0.804 -0.652 0.==0
8 Gbtbrsbnommj pbrpustmgmmj ymjd abjdgmp 0.25? 0.4?5 -0.664 0.=08
? Gbtbrsbnommj smrmjm gclujogmso 0.>29 0.80> -0.926 0.=0? NOLBJYO VBAOMFOAO^_
=0 Fbsmrjym fomym pbjnonogmj 0.>55 0.800 -0.99> 0.=?2
== Gumaotms tbjmdm pbjnonog 0.>56 0.895 -0.94> 0.60>
=6 Gumaotms sostbl pbjnonogmj 0.>2? 0.8=2 -0.925 0.=??
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68/82
>?
Amjkutmj ^mfba >.4 Joamo Ybrvquma (Dmp) mjtmrm Pbrsbpso nmj Hmrmpm
JC GVO^BVOM PBVYBPYO HMVMPMJ DMP FCFC^=9 Gumaotms auausmj ymjd nohmsoagmj 0.>2? 0.809 -0.9>> 0.=?5
=> Forcgrmso gmlpus 0.>45 0.82= -0.942 0.604 NOLBJYO MYYRVMJIB
=2 Gblunmhmj lbjnmpmt ojecrlmso tbjtmjd sostblpbjnonogmj (kmnwma guaomh, prmgtogul, guroguaul, naa)
0.2>4 0.8>8 -0.90= 0.=64
=5 Gblunmhmj lbjnmpmt pbamymjmj pbrpustmgmmj 0.>?8 0.89= -0.99> 0.=6> =4 Gblunmhmj nmaml pblfmymrmj 0.>52 0.8>> -0.948 0.=65 =8 Gbrmlmhmj gmrymwmj ablfmdm pbjnonogmj ( ^R,
ncsbj, naa )0.>?? 0.8=4 -0.9=8 0.=66
=? Gbmlmjmj aojdgujdmj gmlpus 0.2>0 0.822 -0.9=2 0.=68 60 Vbputmso ablfmdm pbjnosogmj 0.>?2 0.896 -0.994 0.=6> 6= Gbibpmtmj tojnmgmj gmrymwmj ablfmdm
pbjnonogmj pmnm smmt mnm gbauhmj nmropbamjddmj
0.>>= 0.8>5 -0.>02 0.=65
66 ^mjddujd kmwmf nmro pohmg ablfmdm pbjnonogmj mtmspbamymjmj ymjd nofbrogmj gbpmnm pbamjddmj
0.>25 0.8=6 -0.925 0.=6=
NOLBJYO BLPHM^_
69 ^ojdgmt gbsmfmrmj gmrymwmj ablfmdm pbjnonogmjnmaml lbjbrolm gbauhmj pbamjddmj
0.>9? 0.8=2 -0.942 0.96
6> Gblunmhmj pbamjddmj lblojtm fmjtumj gbpmnmgmrmymwmj ablfmdm pbjnonogmj
0.>>2 0.894 -0.9?6 0.99
62 Gbojdojmj pohmg ablfmdm pbjnonogmj nmamllbjbrolm smrmj
0.>2> 0.890 -0.945 0.99
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
69/82
20
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
70/82
2=
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
71/82
20
FMF U
MJMAOYOY NM^M
Pmnm fmf ojo mgmj noamgugmj mjmaosos tbrhmnmp hmsoa pbjdukomj nmj
pbjdcamhmj nmtm ymjd tbamh noamgugmj.
2.=. Mjmaosos Pbjdukomj Nmtm
2.=.=. Mjmaosos Rko Gbiugupmj Nmtm
Rko gbiugupmj nmtm nmro gubsocjbr ymjd nosbfmr lbjddujmgmj rulus
Fbrjcuaao. Lbjdmiu pmnm pbjdhotujdmj gubsocjbr mwma ymjd nosbfmr
sbkulamh 9= gubsocjbr nojymtmgmj rusmg smtu fumh gubsocjbr. Ybtbamh
nohotujd gbiugupmj nmtmjym nonmpmtgmj joamo J < >5,26 >4,
sbhojddm smlpba ymjd hmrus nomlfoa nmro kulamh pcpuamso mnmamh >4.
2.=.6. Mjmaosos Rko Umaonotms Nmtm
Rko vmaonotms nohotujd nbjdmj lbjdhotujd gcrbamso prcnug lclbj (r)
pmnm tomp grotbrom pbrtmjymmj. Nmro uko vmaonotms ymjd noamgugmj, fmog
pbjoamomj pbrsbpso lmupuj hmrmpmj pbamjddmj nopbrcabh sblum joamo
( t ) hotujd : joamo ( t) tmfba ( =, 40= ). Ybhojddm nmpmt nomlfoa
gbsolpuamj fmhwm sblum nmtm tbrsbfut vmaon.
2.=.9. Mjmaosos Rko Vbaomfoaotms Nmtm
Rko rbaomfoaotms nmtm noamgugmj nbjdmj lbjdhotujd lbjddujmgmj
scewmrb loircscet bxiba nmj nopbrcabh joamo r hotujd : joamo r tmfba,
lmgm nmtm nojymtmgmj rbaomfba, ymjd fbrmrto fbrmpm gmaopuj
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
72/82
2=
pbrtmjymmj nouamjd fmog pmnm rbspcjnbj ymjd smlm mtmupuj fbrfbnm
wmamupuj pmnm smmt ymjd fbramojmj mgmj lbjdhmsoagmj hmsoa ymjd
tonmg tbramau fbrfbnm. Nmro uko rbaomfoaotms ymjd noamgugmj, fmog
pbjoamomj pbrsbpso lmupuj hmrmpmj pbamjddmj nopbrcabh sblum joamo
( r ) hotujd : joamo ( r) tmfba (0,94> ). Ybhojddm nmpmt nomlfoa
gbsolpuamj fmhwm sblum nmtm tbrsbfut rbmfba.
2.6.Mjmaosos Pbjdcamhmj Nmtm
2.6.=. Mjmaosos Pbjdhotujdmj Joamo Pbrsbpso Pbamjddmj
Nmro hmsoa pbjdcamhmj nmtm ymjd nopbrcabh nmro pbjybfmrmj gubsocjbr
pbrsbpso pbamjddmj sbtbamh nbeuzzoeogmso nbjdmj lbjddujmgmj
scetwmrb Ls. Bxiba nmpmt nogbtmhuo joamo pbrsbpso tbrtojddo nmro
lmsojd- lmsojd nolbjso gumaotms pbamymjmj kmsm pbjnonogmj no
Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm.
Joamo tbrtojddo pmnm nolbjso ^mjdofbamnmamh acgmso gmlpus lunmh
nokmjdgmu nbjdmj joamo 0.59> nmj joamo tbrbjnmh mnmamh amy cut
gmlpus nbjdmj joamo 0.>>6, joamo tbrtojddo pmnm nolbjso Vbaomfoaoty
mnmamh forcgrmso gmlpus nbjdmj joamo 0.>45 nmj joamo tbrbjnmh mnmamh
gumaotms auausmj ymjd nohmsoagmj nbjdmj joamo 0.>2?, joamo tbrtojddo
pmnm nolbjso Mssurmjib mnmamh gblunmhmj lbjnmpmt ojecrlmso
tbjtmjd sostbl pbjnonogmj (kmnwma guaomh, prmgtogul, guroguaul, naa)
nbjdmj joamo 0.2>4 nmj joamo tbrbjnmh mnmamh gbibpmtmj tojnmgmj
gmrymwmj ablfmdm pbjnonogmj pmnm smmt mnm gbauhmj nmro pbamjddmj
nbjdmj joamo 0.>>=, joamo tbrtojddo pmnm nolbjso Blphmty mnmamh
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
73/82
26
gbojdojmj pohmg ablfmdm pbjnonogmj nmaml lbjbrolm smrmj nbjdmj
joamo 0.>2> nmj joamo tbrbjnmh mnmamh tojdgmt gbsmfmrmj gmrmymwmj
ablfmdm pbjnonogmj nmaml lbjbrolm gbauhmj pbamjddmj nbjdmj
joamo 0.>9?.
2.6.6. Mjmaosos Pbjdhotujdmj Joamo Hmrmpmj Pbamjddmj
Nmro hmsoa pbjdcamhmj nmtm ymjd nopbrcabh nmro pbjybfmrmj gubsocjbr
hmrmpmj pbamjddmj sbtbamh nbeuzzoeogmso nbjdmj lbjddujmgmj
scetwmrb Ls. Bxiba nmpmt nogbtmhuo joamo hmrmpmj tbrtojddo nmro
lmsojd- lmsojd nolbjso gumaotms pbamymjmj kmsm pbjnonogmj no
Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm.
Joamo tbrtojddo pmnm nolbjso ^mjdofbamnmamh acgmso gmlpus lunmh
nokmjdgmu nbjdmj joamo 0.82= nmj joamo tbrbjnmh mnmamh Gbtbrsbnommj
pbrpustmgmmj ymjd abjdgmp nbjdmj joamo 0.4?5, joamo tbrtojddo pmnm
nolbjso Vbaomfoaoty mnmamh forcgrmso gmlpus nbjdmj joamo 0.82=nmj
joamo tbrbjnmh mnmamh Fbsmrjym fomym pbjnonogmj nbjdmj joamo 0.800,
joamo tbrtojddo pmnm nolbjsoMssurmjibmnmamh Gbmlmjmj aojdgujdmj
gmlpus nbjdmj joamo 0.822 nmj joamo tbrbjnmh mnmamh tmjddujd kmwmf
nmro pohmg ablfmdm pbjnonogmj mtms pbamymjmj ymjd nofbrogmj
gbpmnm pbamjddmj nbjdmj joamo 0.8=6, joamo tbrtojddo pmnm nolbjso
Blphmty mnmamh Gblunmhmj pbamjddmj lblojtm fmjtumj gbpmnm
gmrmymwmj ablfmdm pbjnonogmj nbjdmj joamo 0.894 nmj joamo tbrbjnmh
mnmamh tojdgmt gbsmfmrmj gmrmymwmj ablfmdm pbjnonogmj nmaml
lbjbrolm gbauhmj pbamjddmj nbjdmj joamo 0.8=2.
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29
2.6.9. Mjmaosos Pbjdhotujdmj Fcfct
Joamo fcfct nonmpmtgmj nbjdmj imrm lbjcrlmaosmso joamo
nbeuzzyeogmso hmrmpmj pbamjddmj nmro tomp-tomp nolbjso. Prcsbs ymjd
noamgugmj mnmamh lblfumt tctma fcfct mtrofut pmnm tomp nolbjso
smlm nbjdmj =, ymotu nbjdmj imrm lblfmdo joamo nbeuzzyeogmso
hmrmpmj pbamjddmj tomp grotbrom pmnm nolbjso lmsojd- lmsojd nbjdmj
joamo gcluamtoe nbeuzzyeogmso hmrmpmj pbamjddmj tomp nolbjso. Joamo
fcfct tbrfbsmr pmnm nolbjso ^mjdofba tbrabtmg pmnm grotbrom Acgmso
gmlpus lunmh nokmjdgmu nbjdmj joamo 0.==5 nmj joamo tbrgbioa pmnm
grotbrom Gbtbrsbnommj pbrpustmgmmj ymjd abjdgmp nbjdmj joamo
0.=085, joamo fcfct tbrfbsmr pmnm nolbjso Vbaomfoaoty tbrabtmg pmnm
grotbrom Forcgrmso gmlpus nbjdmj joamo 0.604 nmj joamo tbrgbioa pmnm
grotbrom Fbsmrjym fomym pbjnonogmj nbjdmj joamo 0.=?2, joamo fcfct
tbrfbsmr pmnm nolbjso Mssurmjib tbrabtmg pmnm grotbrom Gbmlmjmj
aojdgujdmj gmlpus nbjdmj joamo 0.=68 nmj joamo tbrgbioa pmnm
grotbrom ^mjddujd kmwmf nmro pohmg ablfmdm pbjnonogmj mtms
pbamymjmj ymjd nofbrogmj gbpmnm pbamjddmj nbjdmj joamo 0.=6=, joamo
fcfct tbrfbsmr pmnm nolbjso Blphmty tbrabtmg pmnm grotbrom
Gblunmhmj pbamjddmj lblojtm fmjtumj gbpmnm gmrmymwmj ablfmdm
pbjnonogmj nbjdmj joamo 0.994 nmj joamo tbrgbioa pmnm grotbrom ^ojdgmt
gbsmfmrmj gmrmymwmj ablfmdm pbjnonogmj nmaml lbjbrolm gbauhmj
pbamjddmj nbjdmj joamo 0.968.
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75/82
2>
2.6.>. Mjmaosos Pbjdhotujdmj Joamo Ybrvquma ( Dmp ) Mjtmrm Pbrsbpso
nmj Hmrmpmj
Gumaotms amymjmj tomp grotbrom pmnm lmsojd- lmsojd nolbjso
norbprbsbjtmsogmj nbjdmj joamo dmp tbrfcfct ymjd nopbrcabh. Joamo
dmp tbrfcfct ymjd jbdmtoe lbjujkuggmj fmhwm gumaotms amymjmj
sumtu grotbrom gurmjd fmog sbhojddm pbrau notojdgmtgmj. Onbmajym joamo
dmp tbrfcfct smlm nbjdmj jca, nolmjm joamo pbrsbpso smlm nbjdmj
hmrmpmj pbamjddmj, sbhojddm nmpmt nogmtmgmj pbrsbpso sunmh sbsumo
nbjdmj hmrmpmj ymjd lbjdojnogmsogmj grotbrom gumaotms amymjmj.
Rjtug otu grotbrom hmrus nopbrtmhmjgmj. Mpmfoam joamo ymjd nopbrcabh
mnmamh pcsotoe, fbrmto pbrsbpso lbabfoho hmrmpmj pbamjddmj. Yblmgoj
fbsmr joamo jbdmtoe sumtu dmp, lmgm grotbrom tbrsbfut lbjkmno procrotms
utmlm mjtug notojdgmtgmj gumaotmsjym.
Nmro hmsoa pbjdhotujdmj Joamo Ybrvquma (dmp) nmro sbaosoh
tojdgmt pbrsbpso nmj hmrmpmj lbjujkuggmj smlpmo sbkmuh lmjm
pohmg Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj Pcaotbgjog Jbdbro
Kmgmrtm tbamh lblfbrogmj pbamymjmj sbsumo nbjdmj gbojdojmj
pbamjddmjjym. Pbrmj fcfct nmaml dmp mgmj lblfbrogmj tojdgmt
gbpbjtojdmj sbfbrmpm kmuh pbrmj grotbrom tbrsbfut nmaml lblfbrogmj
pbjojdgmtmj gumaotms pbamymjmj sbimrm lbjybauruh. Jmluj nblogomj
pbjdhotujdmj hmsoa dmp tbrfcfct no gamsoeogmsogmj gb nmaml blpmt
nolbjso sbfmdmolmjm pbjdhotujdmj nbeuzyeogmso joamo pbrsbpso, joamo
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76/82
22
hmrmpmj nmj pblfcfctmj ymotu nolbjso Blphmty, Vbaomfoaoty,
^mjdofba,nmjMssurmjib.
Hma ojo fbrtukumj mdmr pbrfmogmj gumaotms pbamymjmj nmpmt
noamgsmjmgmj nmro sblum nolbjso ymjd mnm. ^bjtujym fbrnmsmrgmj
procrotms utmlm nmro lmsojd- lmsojd nolbjso. Dmp tbrfcfct tbrtojddo
pmnm nolbjso ^mjdofba mnmamh amycut gmlpus nbjdmj joamo -0.0>0.
Dmp tbrfcfct tbrtojddo pmnm nolbjso Vbaomfoaoty mnmamh forcgrmso
gmlpus nbjdmj joamo -0.048. Dmp tbrfcfct tbrtojddo pmnm nolbjso
Mssurmjibmnmamh gbibpmtmj tojnmgmj gmrymwmj ablfmdm pbjnonogmj
pmnm smmt mnm gbauhmj nmro pbamjddmj nbjdmj joamo -0.02=. Dmp
tbrfcfct tbrtojddo pmnm nolbjso Blphmty mnmamh gblunmhmj
pbamjddmj lblojtm fmjtumj gbpmnm gmrmymwmj ablfmdm pbjnonogmj
nbjdmj joamo -0.=96.
Fbrogut ojo mnmamh blpmt grotbrom nmro lmsojd lmsojd nolbjso
nbjdmj joamo sbrvquma tbrfbsmr ymjd hmrus lbjkmno pbrhmtomj nmro
pohmg ablfmdm pbjnonogmj, ymotu ;
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
77/82
25
^mfba 2.= Rrutmj JoamoYbrvquma^brfbsmr
JC
GVO^BVOM
JOAMO
YBVU]RMA PBVOJDGM^
NOLBJYO ^MJDOFABY
= Amy Cut gmlpus -0.0>= 9
NOLBJYO VBAOMFOAO^_
6 Forcgrmso gmlpus -0.048 6
NOLBJYO MYYRVMJIB
9Gbibpmtmj tojnmgmj gmrymwmj
ablfmdm pbjnonogmj pmnm smmt mnmgbauhmj nmro pbamjddmj
-0.098 >
NOLBJYO BLPHM^_
> Gblunmhmj pbamjddmj lblojtm
fmjtumj gbpmnm gmrymwmj ablfmdm
pbjnonogmj
-0.=96 =
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
78/82
24
FMF UO
GBYOLPRAMJ NMJ YMVMJ
5.=.GBYOLPRAMJ
m. Fbrnmsmrgmj hmsoa pbjdcamhmj nmtm joamo euzzy-sbrvquma nmro Kurusmj
^bgjog Drmeogm nmj Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm nmpmt
nogbtmhuo fmhwm tojdgmt gumaotms pbamymjmj sbimrm gbsbauruhmj
lbloaogo joamo jbdmtoe ymjd fbrmrto tojdgmt hmrmpmj pbamjddmj abfoh
fbsmr mpmfoam nofmjnojdgmj nbjdmj pbrsbpso pbamjddmj. Ybhojddm
nmpmt nomlfoa sumtu gbsolpuamj fmhwm pbamjddmj fbaul pums
tbrhmnmp kmsm pbamymjmj pbjnonogmj ymjd nofbrogmj Kurusmj ^bgjog
Drmeogm nmj Pbjbrfotmj.
f. Lbsgopuj sbimrm gbsbauruhmj tojdgmt gumaotms pbamymjmj lmsoh
fbrjoamo jbdmtoe jmluj fugmj fbrmrto tojdgmt gumaotms pbamymjmj furug.
Rjtug lbjimpmo iustclbr smtosemitocj (gbpumsmj pbamjddmj) lmgm
pohmg Kurusmj ^bgjog Drmeogm nmj Pbjbrfotmj Pcaotbgjog Jbdbro
Kmgmrtm lmsoh hmrus lblpbrfmogo gojbrkmjym. Nbjdmj blpmt procrotms
utmlm ymjd nomlfoa nmro joamo tbrtojddo nmro blpmt nolbjso pbjdugurmj
gumaotms.
i. Rrutmj procrotms utmlm pmnm gumaotms pbamymjmj Kurusmj ^bgjog
Drmeogm nmj Pbjbrfotmj Pcaotbgjog Jbdbro Kmgmrtm ymjd pbrau
notojdgmtgmj mnmamh nolbjso Blphmty, nolbjso Vbaomfoaoty, nolbjso
8/2/2019 PENGUKURAN TINGKAT KEPUASAN KONSUMEN MENGGUNAKAN INTEGRASI FUZZY-SERVQUAL
79/82
28
^mjdofab nmj nolbjso Mssurmjib sbsumo nbjdmj hmsoa euzzy-sbrvquma
sbfmdmo fbrogut;
^mfba 5.= Rrutmj Joamo Ybrvquma^brfbsmr
JC GVO^BVOM JOAMO
YBVU]RMA
PBVOJDGM^
NOLBJYO BLPHM^_
=. Gblunmhmj pbamjddmj
lblojtm fmjtumj gbpmnm
gmrymwmj ablfmdm pbjnonogmj
-0.=96 =
NOLBJYO VBAOMFOAO^_
6. Forcgrmso gmlpus -0.048 6
NOLBJYO ^MJDOFABY
9. Amy Cut gmlpus -0.0>=9
NOLBJYO MYYRVMJIB
>. Gbibpmtmj tojnmgmj gmrymwmj
ablfmdm pbjnonogmj pmnm smmt
mnm gbauhmj nmro pbamjddmj
-0.098 >
5.6. YMVMJ
Fbrnmsmrgmj nmro gbsolpuamj tbrsbfut nomtms nmj sbfmdmo fmhmj
pbrtolfmjdmj, lmgm pbjbaoto nmpmt lblfbrogmj s