#TITLE_ALTERNATIVE#

• Main Author: WIJAYA (NIM 29106023), EDDY
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/7726
• Institution: Institut Teknologi Bandung

Every year, increasing of automotive in Bekasi is very high, it influences BBM consumption rate. Effendi Group seen this opportunity and expand its business by adding new XYZ-brand SPBU. One of SPBU owned by Effendi Group is SPBU 34-17129 or SPBU Underpass, in Bekasi Timur. This SPBU is surrounded by houses.<p> <br /> <br /> <br /> <br /> Sales decreased from 2005 and approaching of new SPBUs made its marketshare smaller. By observed and literature studied, the author found the most influencing factor of sales decreased is service quality.<p> <br /> <br /> <br /> <br /> Using general criteria of service quality, the author develop questionnaire in order to find out cosumer perception and important. Based on the result, the highest gap are in fourth dimension. Others that must be notices are reliability and tangible.<p> <br /> <br /> <br /> <br /> The author gives three solutions to solve this problem, they are visual improvement, increasing of service quality, and promotion. The goal of visual improvement is to improve physical appearance perbaikan visual. Increasing of service quality is the most important thing of whole solutions. Promotion is supporting factor to attract customer.