PELAKSANAAN PROGRAM PERTAMINA PASTI WAY “ KASUS EVALUASI PELAYANAN PERTAMINA PASTI PAS DI SPBU ARIFIN AHMAD PEKANBARU

Abstract

With such fierce competition conditions, the main thing that should be prioritized by the company is customer satisfaction in order to survive, compete and dominate the market. Companies must know - what should be considered important by the customer and the company is trying to improve the performance as possible, so as to satisfy the customer. Satisfaction and customer dissatisfaction became a hot topic for discussion at the international and national levels. Customer satisfaction is determined by the quality of service is good, so that the product backlog a top priority for every company that is currently used as a benchmark in particular competitive advantage of the company. But not all companies are aware of the importance of customer satisfaction. They do not have sufficient budget to customer satisfaction program. PT Pertamina continues to develop new service standards to ensure consumers get the best service, the service "Pertamina way". In terms of appearance, Pertamina should pay attention to neatness of appearance, both the appearance and the appearance SPBUnya workers. In these standards Pertamina puts consumers as a primary role. Pertamina Way is a program that implements a new service standard pump that consists of five elements: 1. Staff 2. Quality and quantity 3. Equipment 4. physical format 5. Products and services