Customer Satisfaction Control Application in Quality Assurance Departement at Petra Christian University using Fuzzy Aggregation

摘要

As an institution that want to give a good service to their customer, Petra Christian University need to watch over the service quality that each department/unit give to their customer. To do it, Quality Assurance Department (QAD) was created to measure, supervise and maintain the customer satisfaction level in the university. To do that, QAD must distribute many questionnaires from each department/unit to their own customer which is include all university students, administration staff, and faculty member. And then, the result from that questionnaire must be calculated to produce customer satisfaction level, which is need a lot of time.In this research, an Customer Satisfaction Control Application was created to help Quality Assurance Department to distribute questionnaire, and to help in measuring the performance of every department/unit in Petra Christian University. This application will be build using fuzzy aggregation to examine the customer satisfaction questionnaire result and build using MYSQL and PHP.Based on testing, this application has helped the users in evaluating the performance, and with the usage of graphics which explain the result of the questionnaire in more detail, and distributing the questionnaires to most of university students, administration staff, and lecturers.