BibTex Citation Data :
@article{J.Gauss6443, author = {Dewi Erliana and Mustafid Mustafid and Abdul Hoyyi}, title = {PENDEKATAN METODE SERVQUAL DAN KLASTER FUZZY K-MEANS UNTUK MENGANALISIS INDEKS KEPUASAN NASABAH BANK X}, journal = {Jurnal Gaussian}, volume = {3}, number = {3}, year = {2014}, keywords = {service quality; cluster; fuzzy k-means (FkM); CSI}, abstract = { Servqual (service quality) is a method for measuring the service quality of each dimension attribute. Servqual dimensions include tangibles, empathy, responsiveness, reliability, and assurance. Cluster analysis is a technique for classifying objects that have the same characteristics in a relatively homogeneous group. One method of cluster is Fuzzy k-Means (FKM). Classification object with FkM, the existence each data point in a cluster is determined by the degree of membership. Determination of the optimum number of clusters using the accuracy measure Xie Beni index (XB). XB index calculation depends on the objective function or distance data to each cluster center, the distance between the center of the cluster, and weighted (fuzzifier). Based on the optimum number of clusters, then will be calculated percentage of Customer Satisfaction Index (CSI). This research is based on a case Bank X customers through questionnaires of customer satisfaction based on the servqual dimension. Result of the research showed the optimum number of cluster 4 and weight 1.1. Customers in cluster 1 was 84.36 % very satisfied with most of the service quality Bank X. Customer in cluster 2 was 72.79 % satisfied, but they think there was nothing more conspicuous of service quality in Bank X. Customer in cluster 3 are satisfied with the value of 77.66 % satisfaction primarily to the ease in submitting a complaint. }, issn = {2339-2541}, pages = {323--332} doi = {10.14710/j.gauss.3.3.323-332}, url = {https://ejournal3.undip.ac.id/index.php/gaussian/article/view/6443} }
Refworks Citation Data :
Servqual (service quality) is a method for measuring the service quality of each dimension attribute. Servqual dimensions include tangibles, empathy, responsiveness, reliability, and assurance. Cluster analysis is a technique for classifying objects that have the same characteristics in a relatively homogeneous group. One method of cluster is Fuzzy k-Means (FKM). Classification object with FkM, the existence each data point in a cluster is determined by the degree of membership. Determination of the optimum number of clusters using the accuracy measure Xie Beni index (XB). XB index calculation depends on the objective function or distance data to each cluster center, the distance between the center of the cluster, and weighted (fuzzifier). Based on the optimum number of clusters, then will be calculated percentage of Customer Satisfaction Index (CSI). This research is based on a case Bank X customers through questionnaires of customer satisfaction based on the servqual dimension. Result of the research showed the optimum number of cluster 4 and weight 1.1. Customers in cluster 1 was 84.36 % very satisfied with most of the service quality Bank X. Customer in cluster 2 was 72.79 % satisfied, but they think there was nothing more conspicuous of service quality in Bank X. Customer in cluster 3 are satisfied with the value of 77.66 % satisfaction primarily to the ease in submitting a complaint.
Article Metrics:
Last update:
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Media Statistika journal and Department of Statistics, Universitas Diponegoro as the publisher of the journal. Copyright encompasses the rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms, and any other similar reproductions, as well as translations.
Jurnal Gaussian and Department of Statistics, Universitas Diponegoro and the Editors make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in Jurnal Gaussian journal are the sole and exclusive responsibility of their respective authors and advertisers.
The Copyright Transfer Form can be downloaded here: [Copyright Transfer Form Jurnal Gaussian]. The copyright form should be signed originally and send to the Editorial Office in the form of original mail, scanned document or fax :
Dr. Rukun Santoso (Editor-in-Chief) Editorial Office of Jurnal GaussianDepartment of Statistics, Universitas DiponegoroJl. Prof. Soedarto, Kampus Undip Tembalang, Semarang, Central Java, Indonesia 50275Telp./Fax: +62-24-7474754Email: jurnalgaussian@gmail.com
Jurnal Gaussian by Departemen Statistika Undip is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Visitor Number:
View statistics
