Oleh : Albertur Widiyanto
Program Studi MM Unsri
ABSTRACT
Since agreement of asean Free Trade Area (AFTA) approved by Indonesian Government, rising awareness of new business competitor from foreign country.
As Government strategic business of Indonesia, Pertamina began to Perform new business development in order to anticipate global market of oil and petrochemical, one of the improvement, was split the maintenance department from refinery business as strategic business unit in oil refineries maintenance, named PT. Elnusa Petro Teknik (PT.EPT-3). As a New entity of Company, PT. EPT needs to Learn in real business for two years in Plaju refinery.
The study reported in this thesis was a descriptive research, which carry out through Survey among employees who working in operation Departement. Sample used in this Study were 100 employees. Samples of the employees included senior supervisor, Day supervisors, supervisors and operators. The data was subsequently analyzed by utilizing frequency distribution factor and regression analysis and visual mapping. Result of this study showed that majority of the customers (84,83%) were not satisfied with the service provided.
The customers level of satisfaction was positively affected by the service quality, price of the product/service and quality of product/service. Among those dimensions, service quality performed the dominant factor of customer satisfaction. The level of service quality was positifely affeceted by five dimension of service quality: among those dimensions responsiveness performed the dominant factor of service quality. Based on the finding of this study, further investigation is needed on the internal of marketing aspects, specially all employees should be more aware to customers satisfaction and supply chain of spareparts to be supporting all field
maintenance activities. Further research is required to be conducted in order to monitoring customer satisfaction and service quality.
Key words : Customers’ perception, Service quality, Customers’ satisfaction
Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
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