Analysis of Customer Satisfaction Level of XYZ Gresik Gas Station with Service Quality (Servqual) and Importance Performance Analysis (IPA) Methods
DOI:
https://doi.org/10.33379/gtech.v8i3.4330Keywords:
Service Quality, Customer Satisfaction Level, IPA, SPBU Pasti Pas, GresikAbstract
This research was conducted at XYZ gas station with the aim of 1). Knowing the value of customer satisfaction and GAP that occurs in each service attribute, 2). Mapping service attributes on a Cartesian diagram based on satisfaction and expectation values, 3). Provide improvement proposals for service attributes that have the highest GAP. Based on the results of the study, it can be obtained that the average satisfaction level of 5 servqual dimensions is 3.42 and the average expectation level of 5 servqual dimensions is 3.38 so that a positive GAP value of 0.04 is obtained. The highest dimensional GAP was identified in the reliability dimension (reability) which has a value of -0.20. Based on the IPA results of 19 indicators, there are 6 indicators that should be the main priority of the gas station because they are in quadrant I, which shows that the indicators in the quadrant are considered important by customers but the performance of the XYZ gas station is actually low and not appropriate.
References
Chandra, J. R., Adiwijaya, M., & Jaollis, F. (2023). Pelngaruh Custolmelr Elxpelrielncels DAN BRAND TRUST Telrhadap Relpurchasel Intelntioln Delngan Moldelrasi Salels Prolmoltioln PADA SPBU Shelll SURABAYA. Jurnal Manajelmeln Pelmasaran, Voll. 17, Nol. 1, 41-52.
Lupiyoladi, R. (2001). Manajelmeln Pelmasaran Jasa Telolri dan Praktelk, Eldisi satu. Jakarta: Salelmba Elmpat.
Parasuraman, Zelithaml, & Belrry. (1988). A Multipleli-Itelm Scalel folr Melasuring Colnsumelr Pelrcelptioln olf Selrvicel Quality. Jolurnal olf Reltailing, Markelting Scielncel Institutel, 1(64), 12-40 .
Pasuraman, A., Zelithaml, V., & Belrry, L. (1988). SElRVQUAL: A Multiplel itelm Salel folr Melasuring Colnsumelr Pelrcelptiolns olf Selrvicel Quality. Jolurnal olf Reltaliling.
Pratiwi , El. (2016). Pelngaruh Kualitas Pellayanan SPBU Pasti Pas Telrhadap Kelpuasan Kolnsumeln di Kolta Malang ( Studi pada SPBU pasti pas Jalan Panglima Sudirman Kolta Malang ). Jurnal ilmiah (2016) 1(2) 1 - 16.
Rahmiati, Z., Suta Wijaya, I. P., & Irmawati, B. (2019). Sistelm Analisa Tingkat Kelpuasan Mahasiswa Telrhadap Kelgiatan Bellajar Melngajar Pada PTSI UNRAM delngan Melnggunakan Meltoldel Selrvicel Quality. Jurnal Telkollolgi Infolrmasi Kolmputelr dan Aplikasinya.
Ramadhanti, El., & Marlelna, N. (2021). Analisis Stratelgi Kualitas Layanan Melnggunakan Meltoldel Impolrtancel Pelrfolrmancel Analysis (IPA). Jurnal Elkolnolmi Manajelmeln dan Akuntansi FElB UNMUL, 431-441.
Sirelgar, M. (2021). Analisis Kelpuasan Pellanggan Olmpu Gelndel Colffelel Meldan. Jurnal Divelrsita, 114-120.
Sugiyolnol. (2011). Meltoldel Pelnellitian Kuantitatif Kualitatif dan R&D (celtakan kel-14). Bandung: Alfabelta.
Sulamsih, S., Dwiyantol, Y., Purnama, A., Pudjiastuti, D. R., Maladelwi, Ramdan, El. Y., . . . Sakirah, U. (2022). Kelpuasan Pasieln Telrhadap Mutu Pellayanan Rawat Inap Colvid-19 Belrdasarkan Meltoldel SelrvQual. Jolurnal Olf Managelmelnt NURSING, 38-45.
Susantol, H., Fuadri, & Yuliani. (2016). Analisis Kualitas Pellayanan Telrhadap Kelpuasan Pellanggan Delngan Melnggunakan Meltoldel Selrvqual DI SPBU PASTI PAS Melurelubol Kabupateln Acelh BARAT. Jurnal Olptimalisasi, 176-190.
Tjiptolnol, F. (2000). Manajelmeln Jasa. Eldisi Pelrtama. Yolgyakarta: Andi Olffselt .
Tjiptolnol, F. (2004). Manajelmeln Jasa. Eldisi Pelrtama. Yolgyakarta: Andi Olffselt .
Wibolwol, S., & Muflihah, N. (2022). Analisis Kualitas Pellayanan Telrhadap Kelpuasan Pellanggan Melnggunakan Meltoldel Selrvqual Di Sanjaya Fitnels Jolmbang. Jurnal Pelnellitian Inolvasi dan Pelngellollaan Industri Jurusan Telknik Industri, 62-68.
Yolnain, C. C., & Victolr, R. (2020). Tingkat Kelpuasan Mahasiswa Telrhadap Kualitas Pellayanan Delngan Meltoldel Selrvqual. Jurnal Stratelgi-Jurnal Maranatha 2 (2), 377-387.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Adymas Trenaldy Pramu Bintoro, Elly Ismiyah, Moh. Jufriyanto
This work is licensed under a Creative Commons Attribution 4.0 International License.
