penerapan metode Fuzzy Mamdani dalam menganalisis tingkat kepuasan pelanggan terhadap layanan Shopee

Chuwardi, Jennifer (2023) penerapan metode Fuzzy Mamdani dalam menganalisis tingkat kepuasan pelanggan terhadap layanan Shopee. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customer satisfaction is an important factor in running a business. Therefore, every business needs to conduct an analysis to determine the level of customer satisfaction, including Shopee as one of the largest e-commerce platforms in Indonesia. This study aims to apply the Mamdani Fuzzy method in determining customer satisfaction with Shopee's services. The application of the Mamdani Fuzzy method can help process uncertain input data into clear output. This study uses the Mamdani fuzzy method because the resulting output is more intuitive, easily understood, and accepted compared to other methods such as Servqual method or other fuzzy logic methods. The data used in this study were obtained from questionnaires distributed to 176 Shopee users. The questionnaires distributed refer to five variables, including responsiveness, efficiency, assurance, reliability, and contact. The results obtained from the questionnaire were then processed and produced input values for the responsiveness, efficiency, assurance, reliability, and contact variables with respective values of 77, 76, 81, 76, and 75. Based on these input values, manual calculations were performed as well as calculations using MATLAB, and a result of 80.9 was obtained, which indicates that Shopee customers are satisfied with Shopee's services./ Kepuasan pelanggan merupakan faktor penting dalam menjalankan suatu bisnis. Oleh karena itu, setiap bisnis perlu melakukan analisis untuk mengetahui tingkat kepuasan pelanggan, termasuk Shopee sebagai salah satu platform e-commerce terbesar di Indonesia Penelitian ini bertujuan untuk menerapkan metode fuzzy Mamdani dalam menentukan kepuasan pelanggan terhadap layanan Shopee. Penerapan metode fuzzy Mamdani dapat membantu mengolah input data yang tidak pasti menjadi output yang jelas. Penelitian ini menggunakan metode fuzzy Mamdani karena output yang dihasilkan lebih intuitif, mudah dipahami serta diterima dibandingkan metode lain seperti metode servqual ataupun metode fuzzy logic lainnya. Data yang digunakan dalam penelitian ini diperoleh dari kuesioner yang dibagikan kepada 176 pengguna Shopee. Kuesioner yang dibagikan mengacu pada lima variabel, yaitu ketanggapan, efisiensi, jaminan, keandalan, dan kontak. Hasil yang diperoleh dari kuesioner kemudian diolah dan menghasilkan nilai input untuk variabel ketanggapan, efisiensi, jaminan, keandalan, dan kontak dengan nilai masing-masing sebesar 77, 76, 81, 76, dan 75. Berdasarkan nilai input tersebut kemudian dilakukan perhitungan secara manual serta menggunakan MATLAB dan diperoleh hasil sebesar 80,9 yang menyatakan bahwa pelanggan Shopee puas dengan layanan Shopee.

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