Predicting Administrative Service Quality at the BMKG Office in North Sumatra Using a Fuzzy Service Quality Model

Abstract

This research aims to develop a fuzzy model to predict the quality of administrative services at the BMKG (Meteorology, Climatology, and Geophysics Agency) Office in North Sumatra, with a focus on the existing dimensions of service quality. The quality of administrative services is an important factor in improving operational efficiency and effectiveness, which directly affects customer and stakeholder satisfaction. The fuzzy logic method was chosen due to its ability to handle uncertainty and the complexity of data that is subjective in nature and variables that cannot be quantified precisely. This model uses the Fuzzy Service Quality (SERVQUAL) approach, which consists of five dimensions: reliability, responsiveness, assurance, empathy, and physical evidence, integrated with fuzzy inference techniques to assess the quality of the provided administrative services Research data were obtained through questionnaires distributed to users of administrative services at the BMKG North Sumatra Office. The collected data was then analysed using fuzzy logic methods to identify the factors affecting service quality and predict customer satisfaction levels. The results of this research are expected to provide a more accurate picture of the existing administrative service quality and offer solutions for continuous improvement.