Dublin Core
Title
THE IMPLEMENTATION OF THE EXCELLENT SERVICE CONCEPT IN MEETING CUSTOMER EXPECTATIONS AT SUMBERGEMPOL GAS STATION IN TULUNGAGUNG
Subject
EXCELLENT SERVICE
Description
Excellent service is an important aspect that needs to be considered because the services provided can indirectly affect customer interest in making purchasing decisions. In addition to buying the products offered, customers also buy the services provided. The purpose of this study was to determine how far the service officers at the Sumbergempol gas station can meet the expectations of their customers by providing excellent service. The research method used in this research is a descriptive research method with a quantitative research design. The data analysis technique used in this research is Importance Performance analysis. From the results of the study, it can be seen that the overall level of conformity of respondents regarding the excellent service provided by the Sumbergempol gas station to its customers shows a percentage of 105, 95% with a very good predicate. Respondents' highest level of conformity is on item A1 of 114.08%, and the lowest level of conformity is on item A3 of 95.95%. From the mapping of the Importance Performance analysis diagram, two attributes are the top priority for improvement, including the willingness of customer service to show the number of meters before refueling (A3). In addition, three attributes are of low priority to be improved, including the willingness of customer service to direct customers to the type of fuel station (A7),
Creator
LONA CHINSIA ALFATTAMA, SM, MM
Publisher
PROCEEDING TULUNGAGUNG UNIVERSITY
Language
ENGLISH
Type
TEXT