Widya Dharma Journal of Business
Vol. 2 No. 01 (2023): April 2023

PENGUKURAN MUTU LAYANAN DAN KEPUASAN KONSUMEN SPBU 44.574.14 KABUPATEN KLATEN

Suhendro Suhendro (Universitas Islam Batik Surakarta)
Much Suranto (Unknown)
Supratikno (Unknown)
Cucut Prakosa (Unknown)
Arif Julianto Sri Nugroho (Unknown)
Anna Febrianty S (Unknown)
Agus Santoso (Unknown)

Article Info

Publish Date
15 Jun 2023

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.

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Journal Info
Widya Dharma Journal of Business
Website

Abbrev

wijob

Publisher

Universitas Widya Dharma Klaten

Subject

Economics, Econometrics & Finance Environmental Science

Description

FOCUS AND SCOPE Widya Dharma Journal of Business invites academics and researchers who do original research in the fields of economics, management and accounting, including but not limited to: Development Economics Monetary Economics, Finance and Banking International Economics Public Economics ...