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All Journal Widya Dharma Journal of Business
Anna Febrianty S
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Economics, Econometrics & Finance Environmental Science

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PENGUKURAN MUTU LAYANAN DAN KEPUASAN KONSUMEN SPBU 44.574.14 KABUPATEN KLATEN Suhendro Suhendro; Much Suranto; Supratikno; Cucut Prakosa; Arif Julianto Sri Nugroho; Anna Febrianty S; Agus Santoso
WIJoB - Widya Dharma Journal of Business Vol. 2 No. 01 (2023): April 2023
Publisher : FAKULTAS EKONOMI UNWIDHA KLATEN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54840/wijob.v2i01.104

Abstract

This study aimed to examine the gap between customer service expectations and perceptions at gas station in SPBU 44.574.14 Klaten. The test of the model used Servqual Test. The research design was quantitative. The formulation of the hypothesis used the Cronin Taylor Importance Servqual Test formula. The consumer population were all consumers and a sample of consumers at this gas station were those who were adults when they had finished getting service at the gas station. The sampling technique was purposive as many as 95 consumers. The test results show that the responsiveness dimension has the largest gap value. Manajemen must improve the service which still provides the largest gap value followed by the next gap value.
Co-Authors Agus Santoso Arif Julianto Sri Nugroho Cucut Prakosa Much Suranto Suhendro Suhendro Supratikno