Measurement of Student Satisfaction Level of Service Quality in University of Medan Area Undergraduate Program

70 HalamanKualitas pelayanan adalah ukuran seberapa bagus tingkat layanan yang diberikan mampu sesuai dengan ekspektasi pelanggan. Teori himpunan fuzzy memberikan sarana untuk mempresentasikan ketidakpastian dan untuk pemodelan ketidakpastian yang berhubungan dengan kesamaran, ketidakpastian dan kekurangan informasi yang mengenai elemen - elemen tertentu dari problem yang dihadapi. Selisih antara persepsi dengan harapan disebut dengan “gap” atau kesenjangan kualitas layanan, yang artikan sebagai berikut: Jika gap positif (persepsi > harapan ) maka layanan dikatakan memuaskan, Jika gap nol (persepsi = harapan) maka layanan dikatakan berkualitas dan memuaskan, Jika gap negatif (persepsi expectation) then the service is said to be satisfactory, If the gap is zero (perception = expectation) then the service is said to be of high quality and satisfactory, If the gap is zero (perception = expectation) then the service is said to be of high quality and satisfactory. negative (perception < expectation) then the service is said to be unsatisfactory. This model analyzes the gap between two main variables, namely the expected service and the perceived service. Measurement of service quality in the servqual model is based on a multi-item scale to measure expectations and perceptions as well as the gap between them in the main dimensions of service quality. The main problem of this study is to determine the level of student satisfaction with service quality at the Medan Area University undergraduate program. The purpose of this research is to know the level of student satisfaction by using the Fuzzy Service Quality method. Want to know the gap between students by using the Fuzzy Service Quality method (tangible reliability, responsiveness, assurance, empathy). The research was conducted using the fuzzy method. The results achieved are the level of student satisfaction at the University of Medan Area, the lowest score is -28.74 with the question of the suitability of facilities with tuition fees and the highest value is -14.68 religious facilities that can be used by students at UMA and the gap value can be seen in students. Medan Area University, all of which are negative