Penggunaan Logika Fuzzy Metode Mamdani untuk Mengetahui Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Tenaga Kependidikan di Universitas Balikpapan

Abstract

The quality of service provided by educational support staff is a crucial aspect of the student academic experience. At Balikpapan University, these services are delivered by administrative staff in faculties, laboratories, and the library. While measuring satisfaction using a Likert scale offers an overview of student ratings, its categorical nature can limit the representation of satisfaction levels, which are inherently gradual. This study aims to analyze student satisfaction levels regarding educational support staff services using the Mamdani fuzzy inference method. Data were collected from 53 active students via a 15-item questionnaire and grouped into three input variables: services provided by faculty, laboratory, and library staff. Each variable was represented by four linguistic sets—dissatisfied, less satisfied, satisfied, and very satisfied—with membership boundaries calibrated based on empirical minimum and maximum scores. The inference process employed max-min composition and the centroid defuzzification method. The analysis revealed high satisfaction levels across all three service aspects, and the overall defuzzification results classified respondents into categories ranging from "Satisfied" to "Very Satisfied." These findings demonstrate that the Mamdani fuzzy approach can effectively represent gradual levels of student satisfaction and yield a more structured classification of questionnaire data.