Track: Operations Management and Operations Research

Abstract

Service quality in today’s business industry is one of the most important aspects to meet customer needs and exceed their expectations. For the organization to offer good service quality, it starts with motivating and empowering employees. If employees are not motivated, this will lead to bad customer service but if employees are recognized at their workplace this will lead to customer satisfaction and loyalty. Organizations that offer good service quality to their current customers, make profits, acquire new customers, and also achieve competitive advantage. The purpose of this research was to analyze the service quality of Engen Petrol Station by focusing on the frontline employees and also getting feedback from their customers on how well do the employees of the branch meet their needs. The objective was to identify problems and give recommendations. Problems were identified in the management whereby they don’t give enough motivation and also empower their employees. The other problem was also employees’ not meeting customer needs.