ANALISIS KUALITAS PELAYANAN SPBU PADA PT.AMIN PERKASA SINTANG

NURHAFIZAH, NURHAFIZAH (2019) ANALISIS KUALITAS PELAYANAN SPBU PADA PT.AMIN PERKASA SINTANG. Skripsi thesis, Fakultas Ekonomi & Bisnis.

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Abstract

The purpose of this study was to determine the service quality of gas stations at PT. Amin Perkasa Sintang which consists of several variables, namely the variables of reliability, responsiveness, assurance, empathy and physical evidence. These variables are used to analyze the service quality of gas stations at PT. Amin Mighty Sintang. The benefits of this research are as a first step in the development of science for writers, as information and input for companies as well as adding insight and useful for references for other research. The method of this research uses survey methods with data collection techniques, namely interviews and questionnaires. The data in this study were obtained through distributing questionnaires to 100 respondents who were customers who filled up fuel at the gas station PT. Amin Mighty Sintang. Data analysis in this study uses the ServQual method. The results of this study indicate that the average ServQual score of the service dimension is (-0.42). Whereas the largest Gap value is -0.68, which is the Reliability dimension and the smallest Gap value is the Physical Evidence dimension (-0.28). This shows that the reliability dimension needs to be prioritized to be improved. Meanwhile, if seen from the overall dimensions above do not meet the expectations of consumers and need to be improved or improved services that will be able to increase the attractiveness of customers to always fill fuel at the gas station PT. Amin Mighty Sintang.

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