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CUSTOMER SATISFACTION ON PERTAMINA GAS STATION IN

PABUWARAN

BY :
MUHAMMAD ADZIKRI FADILLAH
C1H017016

MINISTRY OF RESEARCH, TECHNOLOGY AND HIGHER EDUCATION


JENDERAL SOEDIRMAN UNIVERSITY
FACULTY OF ECONOMICS AND BUSINESS
PRELIMINARY

1.1 BACKGROUND
Pertamina gas station is one of the state-owned companies in the field of fuel, one of
which is in the city of Purwokerto, Banyumas.
Many Refueling Stations also provide additional services. For example, musholla, wind
pump, toilet and others. Modern Fueling Stations, usually equipped with minimarkets and
ATMs. No wonder the Fuel Station is also a meeting point or rest area. In fact, there are several
Fuel Filling Stations, especially on toll roads or inter-city roads, have coffee shops or various fast
food restaurant franchises
Parasura, Zeithaml and Berry (Tjiptono, 2001) state that good service suppresses 5
factors: tangible,reliability,responsiveness,assurance,and empathy

1.2 PROBLEM
Based on the description of the background above, then the formulation of the problem is
the quality of service in the Pertamina Gas Station in Pabuwaran still needs to be improved to
meet consumer expectations

1.3 RESEARCH QUESTION

In making this research I used the Google Form application to support my research, the
results of which I will attach in the research process I made 10 questions that contain Tangible,
Empathy, Reliability, Responsive, Asurance. The questions that I made to support this research
are as follows

KUESIONER KEPUASAN PELANGGAN TERHADAP PELAYANAN DI SPBU


PABUWARAN PURWOKERTO

Nama :
Jenis kelamin :
Umur :
Pekerjaan :
Berdasarkan pertanyaan yang saya berikan kepada responden, saya memberikan 4 opsi jawaban yaitu:

1. Sangat tidak setuju


2. Tidak setuju
3. Setuju
4. Sangat Setuju

Tangibles
Penilaian
No Pertanyaan
1 2 3 4

1 Apakah alat pompa SPBU terlihat layak untuk digunakan?

2 Apakah SPBU pabuwaran memiliki fasilitas toilet yang baik?

Empathy

Penilaian
No Pertanyaan
1 2 3 4

1 Apakah pegawai di SPBU Pabuwaran melayani konsumen dengan baik?

2 Apakah pegawai di SPBU pabuwaran bersikap sopan dan ramah?

Reliability

Penilaian
No Pertanyaan
1 2 3 4

1 Apakah pengisian bahan bakar di SPBU Pabuaran sesuai meteran?

Apakah pegawai SPBU pabuwaran bersedia mendengarkan keluhan


2 konsumen?
Responsiveness

Penilaian
No Pertanyaan
1 2 3 4

1 Apakah pegawai SPBU pabuwaran melakukan pengisian sesuai prosedur?

2 Apakah petugas SPBU pabuwaran tanggap melayani konsumen?

Asurance

Penilaian
No Pertanyaan
1 2 3 4

Apakah petugas SPBU pabuwaran bersifat cekatan serta menghargai


1 konsumen?

2 Apakah di SPBU pabuwaran memiliki bahan bakar yang lengkap?

1.4 RESEARCH OBJECTIVE

Knowing how satisfied the railroad customers are and what PT KAI needs to improve
and add

1.5 FORMULATION THE PROBLEM

Are train customers satisfied with the services provided by Pertamina Gas Station
Pabuwaran?
DISCUSSION

The problem of facilities and convenience of the pertamina gas station is


certainly still a problem in the gasoline industry, many gas stations are well maintained
and look good, but there are also many gas stations that are poorly maintained, instead
there are good place but the cleanliness and maintenance are poor and less attention.

Facilities and good quality are one aspect that is really needed for everyone,
because those two factors are the most important and supporting aspects, because they
can make customers always come and grow, and will make a good image of a service
from the company.

The quality of gas station factor makes the customers feel good to refuel the
gasoline in SPBU Pabuwaran. If gas stations do not serve customers well, then customers
will be reduced and look for gas stations that are better in service.

In addition, the quality of refueling at gas stations must be appropriate and good,
respecting customers, and following the refueling procedures, then the customer will feel
comfortable refueling at the gas station.
DATA ANALYSIS METHOD

And here is a table of answers from consumers:

Statistics
X1.1 X1.2 X2.1 X2.2 X3.1 X3.2 X4.1 X4.2 Y1 Y2
N Valid 30 30 30 30 30 30 30 30 30 30

Missing 0 0 0 0 0 0 0 0 0 0
(table responden)

TANGIBLES
1. Apakah alat pompa SPBU terlihat layak untuk digunakan?

X1.1
Cumulative
Frequency Percent Valid Percent Percent
Valid STS 1 3.3 3.3 3.3
TS 7 23.3 23.3 26.7
S 14 46.7 46.7 73.3
SS 8 26.7 26.7 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation of 80.9% is close to 100%, meaning
that the average respondent agrees that the gas station pump is suitable for use.

2. Apakah SPBU pabuwaran memiliki fasilitas toilet yang baik?

X1.2
Cumulative
Frequency Percent Valid Percent Percent
Valid STS 3 10.0 10.0 10.0
TS 5 16.7 16.7 26.7
S 15 50.0 50.0 76.7
SS 7 23.3 23.3 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation of 90% is close to 100%, meaning
that the average respondent agrees that the gas station has good toilet facilities

EMPATHY
3. Apakah pegawai di SPBU Pabuwaran melayani konsumen dengan baik?

X2.1
Cumulative
Frequency Percent Valid Percent Percent
Valid TS 8 26.7 26.7 26.7
S 15 50.0 50.0 76.7
SS 7 23.3 23.3 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation of 71.8% is close to 100%, meaning
that the average respondent agrees that the Pabuwaran gas station employees serve
consumers well.

4. Apakah pegawai di SPBU pabuwaran bersikap sopan dan ramah?

X2.2

Frequency Percent Valid Percent Cumulative Percent


Valid TS 10 33.3 33.3 33.3
S 17 56.7 56.7 90.0
SS 3 10.0 10.0 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation of 62.6% is somewhat close to 100%
meaning that the average respondent agrees that the Customs retail station staff are polite
and friendly.

RELIABILITY
5. Apakah pengisian bahan bakar di SPBU Pabuaran sesuai meteran?

X3.1
Cumulative
Frequency Percent Valid Percent Percent
Valid STS 4 13.3 13.3 13.3
TS 8 26.7 26.7 40.0
S 13 43.3 43.3 83.3
SS 5 16.7 16.7 100.0
Total 30 100.0 100.0

From the diagram above shows the standard deviation of 92.8% is approaching 100%,
meaning that the average respondent agrees that the Pabuwaran gas station is refueling
according to the meter.

6. Apakah pegawai SPBU pabuwaran bersedia mendengarkan keluhan konsumen?

X3.2
Cumulative
Frequency Percent Valid Percent Percent
Valid STS 3 10.0 10.0 10.0
TS 3 10.0 10.0 20.0
S 17 56.7 56.7 76.7
SS 7 23.3 23.3 100.0
Total 30 100.0 100.0

From the diagram above shows the standard deviation of 86.8% is approaching 100%,
meaning that the average respondent agrees that Pabuwaran gas station employees are
willing to listen to consumer complaints.

RESPONSIVENESS
7. Apakah pegawai SPBU pabuwaran melakukan pengisian sesuai prosedur?

X4.1
Cumulative
Frequency Percent Valid Percent Percent
Valid TS 1 3.3 3.3 3.3
S 20 66.7 66.7 70.0
SS 9 30.0 30.0 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation is only 52.1%, but respondents still
agree that the Customs filling station is filling according to the procedure.

8. Apakah petugas SPBU pabuwaran tanggap melayani konsumen?

X4.2
Cumulative
Frequency Percent Valid Percent Percent
Valid TS 2 6.7 6.7 6.7
S 24 80.0 80.0 86.7
SS 4 13.3 13.3 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation is only at 45% meaning that the
average respondent does not agree that the Customs retail station is responsive to serving
consumers.

ASURANCE
9. Apakah petugas SPBU pabuwaran bersifat cekatan serta menghargai konsumen?

Y1
Cumulative
Frequency Percent Valid Percent Percent
Valid STS 1 3.3 3.3 3.3
TS 4 13.3 13.3 16.7
S 19 63.3 63.3 80.0
SS 6 20.0 20.0 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation of 69.5% is close to 100%, meaning
that the average respondent agrees that Pabuwaran gas station employees are nimble and
respectful of consumers.

10. Apakah di SPBU pabuwaran memiliki bahan bakar yang lengkap?

Y2
Cumulative
Frequency Percent Valid Percent Percent
Valid STS 6 20.0 20.0 20.0
TS 6 20.0 20.0 40.0
S 15 50.0 50.0 90.0
SS 3 10.0 10.0 100.0
Total 30 100.0 100.0
From the diagram above shows the standard deviation of 93.8% is close to 100%, meaning that
the average respondent agrees that the Pabuwaran gas station employees have complete fuel.

Correlations

tangibles1 tangibles2
tangibles1 Pearson Correlation 1 .325

Sig. (2-tailed) .079

N 30 30

tangibles2 Pearson Correlation .325 1

Sig. (2-tailed) .079

N 30 30

Correlations

empathy1 empathy2
empathy1 Pearson Correlation 1 .442*

Sig. (2-tailed) .014

N 30 30

empathy2 Pearson Correlation .442* 1

Sig. (2-tailed) .014


N 30 30

*. Correlation is significant at the 0.05 level (2-tailed).

Correlations

reliability1 reliability2
reliability1 Pearson Correlation 1 .439*

Sig. (2-tailed) .015

N 30 30

reliability2 Pearson Correlation .439* 1

Sig. (2-tailed) .015

N 30 30

*. Correlation is significant at the 0.05 level (2-tailed).

Correlations

responsiveness1 responsiveness2
responsiveness1 Pearson Correlation 1 .363*

Sig. (2-tailed) .049

N 30 30

responsiveness2 Pearson Correlation .363* 1

Sig. (2-tailed) .049

N 30 30
*. Correlation is significant at the 0.05 level (2-tailed).

Correlations

asurance1 asurance2
asurance1 Pearson Correlation 1 .212

Sig. (2-tailed) .261

N 30 30

asurance2 Pearson Correlation .212 1

Sig. (2-tailed) .261

N 30 30

REGRESSION

TANGIBLES

Model Summary
Adjusted R Std. Error of the
Model R R Square Square Estimate
1 1.000 a 1.000 1.000 .000
a. Predictors: (Constant), tangibles2, tangibles1
ANOVAa
Sum of Mean
Model Squares df Square F Sig.
1 Regressio 56.167 2 28.083 . .b
n
Residual .000 27 .000
Total 56.167 29
a. Dependent Variable: Total_X1
b. Predictors: (Constant), tangibles2, tangibles1

Coefficientsa

Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) .000 .000 .000 1.000
tangibles1 1.000 .000 .581 191602822.2 .000
47
tangibles2 1.000 .000 .646 213123872.2 .000
09
a. Dependent Variable: Total_X1

EMPATHY

Model Summary
Adjusted R Std. Error of the
Model R R Square Square Estimate
1 1.000a 1.000 1.000 .000
a. Predictors: (Constant), empathy2, empathy1

ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 37.867 2 18.933 . .b
Residual .000 27 .000
Total 37.867 29
a. Dependent Variable: Total_X2
b. Predictors: (Constant), empathy2, empathy1

Coefficientsa
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) -4.441E-16 .000 . .
empathy1 1.000 .000 .629 . .
empathy2 1.000 .000 .548 . .
a. Dependent Variable: Total_X2

RELIABILITY

Model Summary
Adjusted R Std. Error of the
Model R R Square Square Estimate
1 1.000a 1.000 1.000 .000
a. Predictors: (Constant), reliability2, reliability1

ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 67.367 2 33.683 . .b
Residual .000 27 .000
Total 67.367 29
a. Dependent Variable: Total_X3
b. Predictors: (Constant), reliability2, reliability1

Coefficientsa
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) -8.882E-16 .000 . .
reliability1 1.000 .000 .609 . .
reliability2 1.000 .000 .570 . .
a. Dependent Variable: Total_X3

RESPONSIVENESS

Model Summary
Adjusted R Std. Error of the
Model R R Square Square Estimate
1 1.000a 1.000 1.000 .000
a. Predictors: (Constant), responsiveness2, responsiveness1

ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 18.667 2 9.333 . .b
Residual .000 27 .000
Total 18.667 29
a. Dependent Variable: Total_X4
b. Predictors: (Constant), responsiveness2, responsiveness1

Coefficientsa
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) .000 .000 .000 1.000
responsiveness1 1.000 .000 .649 159442927.141 .000
responsiveness2 1.000 .000 .561 137691011.774 .000
a. Dependent Variable: Total_X4
ASURANCE

Model Summary
Adjusted R Std. Error of the
Model R R Square Square Estimate
1 1.000a 1.000 1.000 .000
a. Predictors: (Constant), asurance2, asurance1

ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 47.500 2 23.750 . .b
Residual .000 27 .000
Total 47.500 29
a. Dependent Variable: Total_Y
b. Predictors: (Constant), asurance2, asurance1

Coefficientsa
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) -4.441E-16 .000 . .
asurance1 1.000 .000 .543 . .
asurance2 1.000 .000 .733 . .
a. Dependent Variable: Total_Y
CONCLUSIONS

PT. Pertamina is a large company in Indonesia in the fuel and gas sector, fuel oil is
one of the most important ingredients in Indonesia because the Indonesian state still needs
fuel oil.

Facilities and services after I surveyed the average respondent agreed that
Pertamina Gas Station Pabuwaran has provided good service, but refueling still does not
match the meter in the gas station

Then the employees and officers provide good, excellent service and they value the
customer, like employees serve it according to the gasoline filling procedure.

But there are some people who consider pabuwaran gas station staff to be
unfriendly and respectful of customers.