Decision Support Model for Evaluating the Customer Service Performance by Mamdani and Multi-stage Rule Base
Journal of System and Management Sciences · 2023
Employee performance evaluation is challenging, since it involves many parameters and uncertain conditions.Customer Service (CS) holds a crucial role in the telecommunication industry.Nowadays, Indonesian telecommunication needs standard evaluation for employees in the customer service field.The Decision Support Model (DSM) is reported to be suitable for measuring employee performance.The researcher combined DSM with fuzzy logic to have flexibility in evaluating performance and evading biased data parameters.The purpose of this research is to construct a DSM of customer service evaluation performance at Indonesian telecommunication companies.The researcher started by determining parameters, collecting data of assessments from current company and questionnaires, processing fuzzy logic using the Mamdani method, and evaluating the results.The model showed 13 parameters which consist of competence, compensation, training, discipline, motivation, teamwork, initiative, quality of work, responsiveness, tangible, assurance, reliability, and empathy.The evaluation of the model has been done and resulted in practical and in conclusion of theoretical implications as standard of telecommunication companies for customer service evaluation performance.The constructed model is proposed to assist the company as a strategic way for monitoring and evaluating employees with ranking and categories of performance.All categories