Vitaloka, Ni Made Dhiar Wulan and Simatupang, Parhimpunan (2017) Assessing Service Quality And Its Impact Towards Customer Satisfaction: Case Study Of Fuel Retail Station At PT. Pertamina Retail. Bachelor thesis, Swiss German University.

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Abstract

With the impact of globalization, many companies have tried to increase their service quality in order to increase customer satisfaction. In order to survive in this changing market, it is important to assessed service quality. The purpose of this research are to find the gap between customer perception and expectation and to find which dimension that affect customer satisfaction. This research use SERVQUAL method and sampling method to gather respondents There are also literature regarding customer satisfaction and service quality. The study in this research is descriptive study and data that are gathered will be quantitative data. Primary data are gathered from survey through questionnaires to 140 respondent. Multi linear regression is used to find the relationship between service quality toward customer satisfaction. In summary, it can be concluded that there is a gap between customer perception and the most factor that affect customer satisfaction is empathy and responsiveness. There is also recommendation for PT. Pertamina Retail in the future at the end of this research.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Service Quality; Customer Satisfaction; SERVQUAL; Sampling Method
Subjects:	H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5428 Retail trade T Technology > TS Manufactures > TS1109 Quality Control
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	10 May 2020 08:49
Last Modified:	10 May 2020 08:49
URI:	http://repository.sgu.ac.id/id/eprint/179

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