Proceedings of the 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019)

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Pertamax Quality: Study of Customer Satisfaction Through Importance Performance Analysis Method in MOR 4 Semarang

Authors
Hanifa Azzahro, Andian Ari Istiningrum
Corresponding Author
Hanifa Azzahro
Available Online 4 May 2020.
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/).

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Volume Title
Proceedings of the 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
4 May 2020
ISBN
10.2991/assehr.k.200529.095
ISSN
2352-5398
DOI
10.2991/assehr.k.200529.095How to use a DOI?
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

risenwbib
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  -