Application of Fuzzy AHP and New Fuzzy Servqual Methods for Performance Evaluation Based on Perceptions Service Quality and Satisfaction Towards The Implementation of Educational Programs
Lathifatul Aulia, Ratri Wulandari, Arista Fitri Diana, Wellie Sulistijanti

Institut Teknologi Statistika dan Bisnis Muhammadiyah Semarang

Abstract

We have all noticed that there are a lot of programs offered by the government in the field of education. Through the Ministry of Education, Culture, Research and Technology, the government has the Kampus Merdeka program. The Kampus Merdeka program is a teaching program that provides a direct experience and workplace experience for college students, entrepreneurs, and practitioners throughout Indonesia. Based on the implementation of the program, it can be identified how the indicators of program success according to the size or standard in determining the success or failure of the program that has been created determine the success or otherwise of the program that has been created. Therefore, it is necessary to have a method that can be used to determine the quality of service based on the degree of satisfaction with program implementation. The method used in this research is New Fuzzy Servqual and Fuzzy AHP, with the modification of New Fuzzy Servqual method that uses 3 types of fuzzy numbers, then continued fuzzy AHP method. The objective of this study is to evaluate the implementation performance of a government program related to education based on the degree of satisfaction of college students in participating in the Kampus Merdeka program on the quality of services provided by the organizers. The results obtained by modifying the method resulted in better results with better accuracy to achieve higher and maximum service quality.

Keywords: Fuzzy Number, New Fuzzy Servqual, Fuzzy AHP, Service Quality, Performance Evaluation

Topic: Education