| MatahariMall.com was officially launched on Wednesday 9 September 2015 and is an online retailer that carries the big name of the sun department store which can be said to be a large retailer in Indonesia, but in this modern era competition is getting tighter as e-commerce growth grows in Indonesia, this research aims to find out whether the quality of service at MatahariMall.com has a good assessment in the eyes of consumers. This study aims to identify the problems found in the quality of service, by distributing questionnaires to customers or users of MatahariMall.com, and looking for gaps that exist using Service Quality dimensions and Fuzzy logic. After obtaining the results of the questionnaire then processing using the fuzzy-servqual method and the largest defuzzyfication value found in the perception is that it has an attractive website appearance, which is 9.34. So from the data it can be said that the customer really hopes that the appearance of the website from e-commerce that will be visited is interesting so that it can increase the visiting power of the buyer. Defuzzyfication results are then used to find out the results of the gap between customer perceptions and expectations, with the greatest results, namely order tracking details available with the results of -1.309, then proceed with calculating the gap per dimension with the greatest result, namely the reliability dimension, with a value of -1.021. So that it can be analyzed that there are enough problems that make consumers less satisfied with MatahariMall.com which does not have a tracking system, and has dimensional problems that must be corrected by updating or updating that is large enough to be able to keep abreast of customers' desires. |