THE IMPLEMENTATION OF THE EXCELLENT SERVICE CONCEPT IN MEETING CUSTOMER EXPECTATIONS AT SUMBERGEMPOL GAS STATION IN TULUNGAGUNG
Keywords:
Excellent Service, Customer Satisfaction, Importance Performance AnalysisAbstract
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)
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