Analysis on Demand for Service Quality of Pertamina Klaten Indonesia and PTT Yarang District Pattani Thailand Gas Stattions

Abstract

This study aims to examine the gaps in consumer service expectations and perceptions in two state-owned oil and gas service companies in two cities, namely Klaten Indonesia and Pattani Thailand. Testing the model used Servqual Test. The research design was quantitative. The hypothesis formulation used the Cronin Taylor Importance Servqual Test formula. The population is all consumers, the sample of consumers are adult consumers in both cities who have finished getting the services of the two Public Fuel Filling Stations. The technique of taking sample was purposive as many as 200 consumers. The test results show that the dimensions of empathy at the Pertamina Klaten gas station have the largest gap value. Pertamina gas stations parties must improve services which still provide the largest gap value to improve the quality of services and people satisfaction. Recommendation for this research, two gas stations must improve of the quality of services. The competitive advantage of institutions will be created in the future