Implementasi Metode Fuzzy Mamdani dalam Mengukur Tingkat Kepuasan Penumpang Perusahaan Otobus (PO) Harapan Baru

Abstract

Passenger satisfaction is one of the key indicators in evaluating the quality of public transportation services. Subjective perceptions often influence conventional satisfaction assessments and involve uncertainty. Therefore, a method is needed that can process such assessment data in a more structured manner. This study aims to apply the Mamdani fuzzy method to assess passenger satisfaction with PO Harapan Baru on the Banyuwangi–Trenggalek route, based on the Service Quality (ServQual) dimensions. The input variables are Tangible (physical evidence), Reliability, Responsiveness, Assurance, and Empathy, while the output variable is the level of passenger satisfaction. Research data were obtained by distributing questionnaires to 100 respondents. The Mamdani fuzzy method was applied through the stages of fuzzification; application of implication functions using the AND operator and the Min method; rule composition using the Max method; and defuzzification using the centroid method. The system was implemented in MATLAB using the Fuzzy Logic Toolbox and a Graphical User Interface (GUI). The results of the study indicate that the Mamdani fuzzy method can process passenger evaluation data to produce more structured satisfaction-level outputs. Based on testing with actual data as a benchmark, the system achieved an accuracy of 91%; thus, the Mamdani fuzzy method is deemed capable of providing results that align with actual conditions and can be used to evaluate passenger satisfaction levels at PO Harapan Baru.