Evaluating Training Service Quality Using the Fuzzy Servqual Method to Enhance Training Effectiveness at PT. XYZ

Abstract

PT. XYZ, as a work unit under the Ministry of Industry, is responsible for conducting training for industrial human resources. Improving the quality of training services is essential to ensure participant satisfaction. This study aims to analyze service quality using the Fuzzy Servqual method, which combines Fuzzy logic and servqual concepts to objectively measure the gap between customer expectations and perceptions. Data were collected through questionnaires distributed to in-house training participants at PT. XYZ. The results indicate that the service quality has met participants' expectations, with an average positive gap value of 0.061 and a quality (Q) average of 1.014. Based on the Fuzzy Servqual method and Cartesian diagram analysis, four attributes were prioritized for improvement: ease of using the SIDIA information system, ease of contacting PT. XYZ, training meal quality, and communication between instructors/organizers and participants.