Analisis Kualitas Pelayanan Program Self Service Kendaraan Roda Dua pada SPBU Rawa Makmur Kota Bengkulu

  • Septiyana Erdiyanti Universitas Muhammadiyah Bengkulu
  • Rekho Adriadi
Keywords: service quality, self-service, gas stations, fuel, time efficiency, consumer confidence, service fairness

Abstract

The purpose of this study was to determine the quality of service in the two-wheeled vehicle self-service program at the Rawa Makmur gas station. The study used a descriptive method with a qualitative approach, which is a procedure for solving problems by describing the state of the research object based on current facts. Data collection techniques were carried out through observation, in-depth interviews, and documentation. The theory of service quality from Salim and Woodward was used, with data validity testing using the triangulation method of time, data, and sources. Based on the research that has been done, the results of the study indicate that the quality of service in the self-service program at the Rawa Makmur gas station shows positive results in several aspects, such as increasing fuel sales and consumer confidence in fuel measurements. However, there is still room for improvement, especially in the efficiency of service time for users who are not used to it. This program has also succeeded in implementing the principle of fairness in service, improving the reputation of gas stations in the eyes of customers.

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Published
2024-08-03
How to Cite
Septiyana Erdiyanti, & Adriadi, R. (2024). Analisis Kualitas Pelayanan Program Self Service Kendaraan Roda Dua pada SPBU Rawa Makmur Kota Bengkulu. PETAHANA: Journal of Social Politics and Public Adminitration, 1(1), 95-103. Retrieved from https://siducat.org/index.php/petahana/article/view/1325
Issue
Vol. 1 No. 1 (2024): April
Section
Articles

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