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Service Quality Assessment of Hotel in Terengganu Using Fuzzy Logic<br />

Approach<br />

Muhamad Haiqal Bin Jaman<br />

Supervisor: Assoc. Prof. Dr. Abd Fatah Bin Wahab<br />

School of Informatics and Applied Mathematics<br />

Quality is a feature of a product and service that can meet the needs of customers. The<br />

evaluation of the quality of this service is subjective and unclear as well as a blurring<br />

assessment. Determining the quality of hotel services in Terengganu is based on<br />

customer satisfaction on services offered either excellently or not. This research is<br />

focused on customers of Permai Hotel Kuala Terengganu, Felda Residence Kuala<br />

Terengganu, and Asia Premium Hotel. The evaluation of this service is also a linguistic<br />

problem. The fuzzy design approach has been used in this study. Many of the previous<br />

studies related to linguistic problems have been solved by using this fuzzy method. The<br />

analysis of the study found that customer satisfaction can be divided into two, facilities<br />

and other services.<br />

823 | UMT UNDERGRADUATE RESEARCH DAY 2018

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