Proceedings of 5th Borobudur International Symposium on Humanities and Social Science 2023

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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

Authors
Lathifatul Aulia1, *, Ratri Wulandari1, Arista Fitri Diana1, Wellie Sulistijanti2
1Department of Actuarial Science, Faculty of Sciences and Technology, Institut Teknologi Statistika dan Bisnis Muhammadiyah Semarang, Semarang, Indonesia
2Department of Statistics, Faculty of Sciences and Technology, Institut Teknologi Statistika dan Bisnis Muhammadiyah Semarang, Semarang, Indonesia
*Corresponding author. Email: lathifatul.aulia@itesa.ac.id
Corresponding Author
Lathifatul Aulia
Available Online 2 August 2024.
DOI
10.2991/978-2-38476-273-6_63How to use a DOI?
Keywords
Performance Evaluation; New Fuzzy Servqual; Fuzzy AHP
Abstract

The Indonesian government, through the Ministry of Education, Culture, Research and Technology, offers various educational programs, including the Kampus Merdeka initiative. This program provides valuable real-world experiences for college students by connecting them with workplaces and entrepreneurs across the country. However, measuring program success requires clear indicators. This study proposes a novel method to evaluate the Kampus Merdeka program’s service quality based on student satisfaction. The proposed approach utilizes a modified “New Fuzzy ServQual” method with three fuzzy numbers to assess student perceptions of service quality. This is followed by the Fuzzy Analytic Hierarchy Process (Fuzzy AHP) to determine the relative importance of different service aspects. This combined method aims to achieve a more accurate and comprehensive evaluation of the program’s effectiveness, ultimately leading to improvements and maximizing service quality for student participants.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of 5th Borobudur International Symposium on Humanities and Social Science 2023
Series
Advances in Social Science, Education and Humanities Research
Publication Date
2 August 2024
ISBN
10.2991/978-2-38476-273-6_63
ISSN
2352-5398
DOI
10.2991/978-2-38476-273-6_63How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Lathifatul Aulia
AU  - Ratri Wulandari
AU  - Arista Fitri Diana
AU  - Wellie Sulistijanti
PY  - 2024
DA  - 2024/08/02
TI  - 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
BT  - Proceedings of 5th Borobudur International Symposium on Humanities and Social Science 2023
PB  - Atlantis Press
SP  - 584
EP  - 589
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-273-6_63
DO  - 10.2991/978-2-38476-273-6_63
ID  - Aulia2024
ER  -