Pertamax Quality: Study of Customer Satisfaction Through Importance Performance Analysis Method in MOR 4 Semarang
- DOI
- 10.2991/assehr.k.200529.095How to use a DOI?
- Keywords
- Pertamax, customer satisfaction, IPA
- Abstract
Pertamax is one of the fuels sold by Pertamina with Research Octanne Number 92. Pertamax is claimed as the fuel having higher quality than Premium and Pertalite because of its good performance and environmentally friendly. However, the sale of Pertamax in Semarang has been stagnant for the last five years. Therefore, it is necessary to determine the way to improve Pertamax quality to enhance the sale of Pertamax. The purpose of this research was to analyse the quality of Pertamax based on customer satisfaction using Importance Performance Analysis method. The population in this research was customers of Pertamax in Semarang with a sample of 100 respondents taken using incidental sampling method. The result showed that Pertamax customers in Semarang are very satisfied toward its quality with level of satisfaction arrives at 87%. Then, it is advisable that Pertamax quality should be improved due the important aspects perceived by Pertamax customers. Based on the perspective of the customers, the performance of Pertamax should be felt by customers since the first use of Pertamax. In addition, Pertamina should have a way to convince customers that Pertamax is more efficient than Premium and Pertalite. Last, Gas station operators should be more friendly, polite, and responsive in serving customers.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Hanifa Azzahro AU - Andian Ari Istiningrum PY - 2020 DA - 2020/05/04 TI - Pertamax Quality: Study of Customer Satisfaction Through Importance Performance Analysis Method in MOR 4 Semarang BT - Proceedings of the 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019) PB - Atlantis Press SP - 455 EP - 459 SN - 2352-5398 UR - https://doi.org/10.2991/assehr.k.200529.095 DO - 10.2991/assehr.k.200529.095 ID - Azzahro2020 ER -