Investigating the role of fuzzy as confirmatory tool for service quality assessment (Case study: comparison of fuzzy servqual and servqual in hotel service evaluation)

Abstract. The problem because of some indicators qualitatively assessed has been discussed in engineering field. Whereas, qualitative assessment is presently used in certain occasion including in engineering field, for instance, the assessment of service satisfaction. Probably, understanding of satisfaction definition causes bias if between customers have their own definition of satisfaction level of service. Therefore, the use of fuzzy logic in SERVQUAL as service satisfaction measurement tool will be probably useful. This paper aims to investigate the role of fuzzy in SERVQUAL by comparing result measurement of SERVQUAL and fuzzy SERVQUAL for study case of hotel service evaluation. Based on data processing, initial result shows that there is no significant different between them. Thus, either implementation of fuzzy SERVQUAL in different case or study about the role of fuzzy logic in servqual will be interesting further discussed topic.