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
