Identifikasi Tingkat Kepuasan Pelayanan Konsumen Industri Televisi Berlangganan Dengan Logika Fuzzy Metode Tsukamoto

Abstrak

Evaluation of consumer complaints is a very important thing in the field of information services  to  meet  the needs and  expectations of consumers in  improving  the quality of  service products/services. It is necessary to know whether the services are meeting the needs and expectations  of  consumers  by  identifying  the  service  quality  of  reliability,  responsiveness, assurance, empathy and tangible. Identification by Using a fuzzy system that has a proximity of human reasoning, it will be easy to apply in the evaluation of consumer complaints. In the fuzzy system of the Tsukamoto method, every rule is a cause-and-effect implication in which each rule is represented in a fuzzy set with monotonous membership. The application of Tsukamoto's method can determine the results of the level of customer satisfaction based on the evaluation of consumer complaints of a product or service. Therefore, the process of identifying the quality of service for producers is very useful in recording the level of customer satisfaction to be used as a comparison material in improving products to be sold and beneficial to consumers in giving criticism or appreciation of the quality of service in the form of questionnaires with the expected achievement of increasing the number of consumers and very satisfying products used by consumers.