<![CDATA[AbstrakDalam upaya meningkatkan kualitas pelayanan di toko alat panah resmi CV.Vieneth Corp, maka dilakukan penelitian kualitas pelayanan di CV.Vieneth Corp Bandung. Penelitian menggunakan model Service Quality (Servqual) Parasuraman, data diambil berupa persepsi dan ekspektasi konsumen dan diolah melalui komputasi fuzzy. Analisis gap pada penelitian dilakukan dengan pendekatan Indeks Performance Analysis (IPA). Penelitian ini bertujuan untuk mengidentifikasi faktor-faktor pelayanan yang harus ditingkatkan lagi kualitasnya berdasarkan perbandingan persepsi dan harapan konsumen. Hasil penelitian menunjukkan bahwa seluruh kriteria mendapatkan gap negatif antara harapan dan persepsi konsumen. Gap yang kemudian dianalisis dengan IPA yang menunjukan dua belas atribut dalam kuadran II dan sepuluh atribut dalam kuadran III, hal ini berarti ada dua belas atribut harus ditingkatkan untuk meningkatkan kinerja yang ada dan sepuluh atribut yang memiliki kelebihan efisiensi yang dapat meningkatkan semua atribut di kuadran II.Kata Kunci :Fuzzy, Service Quality dan Gap.AbstractIn the effort to improve the service quality of official store CV.Vieneth Corp that sells arrows, the research applied to analyze the services and to formulate the strategy. This research was approached by Parasuraman Service Quality (Servqual) model.The collected data were customers perseption and expectation to store service the data calculation was done by fuzzy methode computation.The gap analysis was done by using Indeks Perfomance Analyslis (IPA) method. This research purposed to identify services factors which has to be improved based on comparative study between customer perseption and excpectation. The result showed there was negative gap between customer perseption and expectation. This gap analysis result that analyzed by IPA that showed twelve attribute in quadrant II and ten at quadrant III, this mean there were twelve attributes had to be improved to increased existing performance and ten attributes which had excess resources that eficiently could be used to improve all atributtes all quadrant II.Keywords:Fuzzy, Service Quality and Gap]]>
