Track: Service Engineering and Service Management

Abstract

Currently, the competition in the oil and gas retail industry especially fuel petrol station is very competitive and all of them improve the quality of service. This paper discusses research findings to analyze service quality at fuel petrol stations in Indonesia using the SERVQUAL integrated BWM. The aim is to determine the quality of service especially digitalization service at fuel petrol station in Jakarta, Indonesia. SERVQUAL dimension data were collected from several sources such as expertise, literature, corporate rules, and pertamina way. Data collection was carried out by distributing questionnaires according to the SERVQUAL rules and using the BWM approach. This study examines state-owned fuel petrol station companies located in Jakarta. In the first stage, service quality analysis was carried out with 5 dimensions of Servqual (Service Quality), after each value was obtained on servqual, the quality dimension was weighted using BWM (Best Worst Method). In addition, the weighting must be combine of criteria and subcriteria to be global. The results depends on score of consistency ratio. This study findings that dimension of "Mobile Application", "Network Speed", and "Interface Mobile App user friendly” require improvement so that service to the digitalization of fuel petrol stations increases. Although there are limitations in this study, the future study can be adopted in several service company and with others method such as AHP, WASPAS, etc.