Abstract :
Quality of service is an important factor for the company concerned, so that the
company can continue to stand up and thrive. How to improve the quality of
services is to seek to know and understand the customer's wishes. Quality service
occurs when the service or product (result) perceived by the customer equal to or
exceeding customer expectations, the quality of the service said. In this study the
authors analyze the level of quality of service in PT. Pos Indonesia Gedangan
Sidoarjo branch (post office) in order to know the level of quality of service and
propose the attributes that need to be improved quality of His ministry. By using
servqual (service qulity) and Fuzzy obtained servqual gap overall value of -0.21
which describe the quality of service of PT. Pos Indonesia Gedangan Sidoarjo
branch (post office) do not meet customer expectations and still need to be
improved again and obtained values of 77.17% IKP. For peratribut servqual
value negatively including D1, D2, C1, A2, B2, B4, C2, D3, B1, E1, A5, E3 this
attribute are necessary to improve quality. And there are attributes that are not
necessary to improve the quality because these attributes are already qualified
with a positive gap value. The attribute that is A3, A4, A1, C3, E2, B3.Keywords:
Servqual (Service Quality) and Fuzzy, analysis of the level of quality of services.
Keywords: Servqual (Service Quality) and Fuzzy, analysis of the level of service
quality.