Fuzzy TOPSIS Implementation for the Determination of Priority Scale in Improving Service Quality
Abstract
Service quality plays a crucial role in economic development, particularly in the service industry, such as hotel services. Despite this, many hotels lack a systematic approach to help management identify areas that require improvement based on customer feedback. This research aims to develop a system that supports efforts to enhance service quality, utilizing the Fuzzy TOPSIS method. The study incorporates 150 data points obtained from questionnaires distributed to hotel service customers. The research involves two trials: service improvement priority and service eligibility. The results indicate an 84.45% accuracy level for service improvement priority testing, based on 120 out of 150 data points. Additionally, the accuracy level for service eligibility testing is 85.34%, derived from 131 data points out of the total 150. The research findings highlight the cafeteria as a significant area requiring improvement in service quality, aligning with the insights of hospitality experts. These results can serve as a foundation for management to enhance service quality based on selected criteria and alternatives.
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