Integrasi Model Fuzzy Servqual dan Triz (Theory df Inventive Problem Solving) dalam Perancangan Kualitas Pelayanan (Studi Kasus di PT Fusi Teknika Indonesia)

Abstract

This study explores the application of Fuzzy Servqual and TRIZ methods to address service quality issues at PT Fusi Teknika Indonesia. Drawing from previous research findings, particularly those employing similar methodologies, this study aims to identify the root causes of service quality problems and propose innovative solutions. The utilization of Fuzzy Servqual enables the analysis of the perception-expectation gap among customers, while TRIZ provides a structured framework for problem-solving and innovation. By referencing past studies, which successfully utilized Fuzzy Servqual and TRIZ to improve service quality in various contexts, this research seeks to adapt and apply similar approaches to the specific challenges faced by PT Fusi Teknika Indonesia. The findings and recommendations from previous studies, such as the identification of service quality attributes needing improvement and the formulation of innovative solutions, serve as valuable guidance for this research. Through this study, it is anticipated that PT Fusi Teknika Indonesia can enhance its service quality and customer satisfaction by addressing identified gaps and implementing innovative improvements.