Sains Malaysiana 33(1): 29-42 (2004)                                                                           Pengajian Kuantitatif /

Quantitative Studies

Customer Satisfaction and Expectation Approach on Regular

Travel Package in Quality Service by Design

Using Fuzzy Logic Controller

Mohammad Nasir Saludin & Rika Fatimah Panjaitan

Pusat Pengajian Sains Matematik

Fakulti Sains dan Teknologi

Universiti Kebangsaan Malaysia

43600 UKM Bangi, Selangor D.E. Malaysia

ABSTRACT

There are a lot of factors and conditions to be considered by tour and travel companies when designing quality product due to the fact that the product being sold is intangible and their ultimate goal is to sustain customers' loyalty. Fuzzy Logic Controller (FLC) has been observed to be compatible to this 'intangible' factor thus giving better result when compared to other methods. By using FLC, all communications are clear and have precise meaning.

ABSTRAK

Terdapat banyak faktor dan syarat bagi pemberi perkhidmatan dalam merangka kualiti produk, seperti syarikat pelancongan dan pengangkutan misalnya mesti memuaskan pelanggan kerana produk pelancongan dan pengangkutan yang dijual adalah bersifat 'intangible'. Penggunaan Kawalan Logik Kabur untuk sifat-sifat yang 'intangible' boleh memberikan hasil yang lebih baik berbanding dengan menggunakan kaedah-kaedah lain. Dengan menggunakan Kawalan Logik Kabur semua hubungan dapat dinyatakan dengan pernyataan bahasa secara lebih jelas dan tepat maknanya.

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