The Influence of Standard Operating Procedures (SOP) on Service Quality at Gas Stations 54,602.53 Gunungsari Surabaya

Authors

  • Delinus Kogoya Faculty of Economics and Business, University Negeri Surabaya

Keywords:

Comprehensive Offering

Abstract

Variable SOP Well Trained and Motivated Staff (staff who are well trained and motivated) have a positive and partially significant effect on service quality. This means that this is influenced by tidiness, courtesy, prudence, friendliness, and a sense of responsibility given by the company and its employees, with this will improve the quality of service. he SOP Q&Q Assurance variable (quality and quantity assurance) has a positive and partially significant effect on service quality. This means that this is influenced by the use of digital unit dispensers, unit dispensers that are sealed and certified by the Metrology Service, the equipment used is in good condition, free from manipulation of the unit dispenser seals, and the availability of products offered, thereby increasing the quality of service. .Variable SOP Well Maintained Equipment & Facility (facilities and equipment are well maintained) has a positive and partially significant effect on service quality. This is influenced by facilities, equipment and gas station areas that are well maintained, the facilities provided are adequate, the presence of fire extinguishers, and also displays security rules for the gas station area, with this increasing the quality of service.Variable SOP Consistent Physical Format (consistent physical format) has a positive and significant influence partially on the quality of service. This is influenced by the appearance of the gas station which reflects the identity of Pertamina, there is a sign of the product or type of fuel, the instructions for the facilities at the gas station, and also the presence of CCTV in the gas station area which is useful for security aspects, thereby improving the quality of service. The variable SOP Comprehensive Offering (comprehensive product offering) has a positive and partially significant effect on service quality. This is influenced by the availability of products offered such as Pertamax, Pertalite, Dexlite, Pertamina Dex, as well as the presence of air and radiator water filling facilities that can function properly, thereby increasing the quality of service.

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Published

2022-05-30

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Section

Articles