Enhancing Service Quality Through Effective Language and Fuzzy SERVQUAL in Occupational Safety Companies

This study explores the application of the Fuzzy SERVQUAL method to evaluate and enhance service quality in Occupational Safety and Health (OSH) training, with a particular focus on effective communication.The research aims to identify gaps between participant expectations and perceptions, particularly regarding the clarity and effectiveness of language used during training sessions.Data were collected through questionnaires distributed to OSH Expert Training participants at various stages of their training, supplemented by direct observations to gain deeper insights into their interactions with service providers.The responses were then converted into fuzzy values and analyzed using a gap analysis approach to determine the extent to which service quality expectations were met.The results indicate that all gap values were negative, suggesting that the services provided have not yet achieved a satisfactory level for participants, especially in terms of communication effectiveness.The most significant gaps were found in the clarity of information, responsiveness of instructors, and overall service reliability.These findings highlight the need for improvements in language use and communication strategies to enhance participant satisfaction and service effectiveness.Based on the Fuzzy SERVQUAL analysis, specific recommendations are proposed to optimize service delivery through clearer and more structured communication approaches, ultimately improving the quality of OSH training and ensuring better engagement from participants.