MUJTABA, MUHAMMAD FARHAN (2026) ANALISIS KEPUASAN PELANGGAN GAS ALAM PT XYZ SURABAYA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Natural gas is a household gas service provided by PT XYZ Surabaya as an alternative to using LPG cylinders. Despite its various advantages, there are still customer complaints regarding service quality that have the potential to affect customer satisfaction levels. This study aims to analyze the level of customer satisfaction of natural gas PT XYZ Surabaya using the Service Quality (Servqual) method and determine service attributes that are prioritized for improvement using Importance Performance Analysis (IPA). The results show that the service quality of natural gas PT XYZ Surabaya still does not fully meet customer expectations. This is indicated by negative gap values in all Servqual dimensions, namely physical evidence of -0.36, reliability of -0.70, responsiveness of -0.74, assurance of -0.48, and empathy of -0.01. The responsiveness dimension has the largest gap value so it is the aspect that requires the most attention. The results of the IPA mapping show that the attributes that are the main priority for improvement (Quadrant I) are prices that are affordable for all groups, the suitability of bills with the amount of customer usage, the speed of employees in responding to customer questions, and the results of gas pipeline installation work that does not interfere with the aesthetics of the house. Based on the results of the study, it can be concluded that improving service quality needs to be focused on attributes in Quadrant I so that customer satisfaction can increase and the company is able to maintain customer loyalty in the long term.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Muhammad Farhan Mujtaba | ||||||||
| Date Deposited: | 22 Jul 2026 08:40 | ||||||||
| Last Modified: | 23 Jul 2026 01:43 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/57551 |
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