Comparison of Analytical Hierarchy Process And Technique For Order Preference By Similarity To Ideal Solution Method To Determine Service Quality At Bank

摘要

Service is the main factor in a service company, good service is by paying attention to the needs and needs of the customer. In this study discusses customer satisfaction with services performed by banks. Where satisfaction is not only obtained from the results but also through the quality of services provided by the bank. This selection is based on several criteria applied. This study was conducted to study and compare multi-criteria (MCDM) decision-making methods in the selection of banks that have the best service quality. The method compared in this study is the AHP and TOPSIS methods. The criteria in this study include, focus, solution, accuracy, time, and clarity. The results of the research show that, the comparison of these two methods has different results. Based on the AHP and TOPSIS methods, the method that is more suitable for use in companies is the TOPSIS Method although it does not yet have a Consistent index. The results of the analysis are using the AHP method, the best quality of customer service is 0.153898043, while the results of the analysis with the TOPSIS method is 0.63318302.