Analysis Of Consumer Satisfaction Of Smartphone Repair Services At Samsung Service Center Using SAW

Abstract

This study aims to develop a decision support system to evaluate customer satisfaction levels using the Simple Additive Weighting (SAW) method. The background of this research is based on the need for an objective and structured approach in assessing customer satisfaction in service environments, where manual evaluation is often subjective and inefficient. The problem addressed in this study is the difficulty in measuring customer satisfaction accurately and consistently based on multiple criteria. The objective of this research is to implement the SAW method in a computerized system to improve the accuracy and efficiency of customer satisfaction evaluation. The research method involves data collection through observation and documentation, followed by system development and implementation of the SAW method. Several criteria are used in the evaluation process, including service attitude, repair speed, communication, facilities, and service cost, each assigned with specific weights. The results show that the system is able to calculate customer satisfaction scores effectively and rank customers based on predefined criteria. The implementation of the SAW method provides more objective and consistent evaluation results compared to manual assessment. The conclusion indicates that the developed system can assist administrators in making better decisions related to service quality improvement and customer satisfaction management.