PENGARUH LOKASI, FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA SPBU PERTAMINA 54.601.106 JALAN TIDAR SURABAYA

Abstract

This Research aimed to determine and analyze the effect of location, facility and service quality on the customers satisfaction at the SPBU Pertamina 54.601.106 Jalan Tidar Surabaya. The research was quantitative. The research population was customers of SPBU Pertamina 54.601.106 Jalan Tidar, Surabaya. Moreover, the data were primary. The data collection technique used the lemeshow formula. Furthermore the instrument in the data collection technique was a questionnaire. The questionnaires were distributed to 100 respondents as the sample
The data analysis used multiple linear regression with the SPSS instrument (Statistical Product and Service Solution) 26.0 version. Additionally, the result showed that both location and facility had a positive and significant effect on customer ‘satisfaction. Similarly, service quality had had a positive and significant effect on customers’ satisfaction. In addition, the determination coefficient result was 0.639 or 63,9%. While the rest of the percentage, 36,1% was explained by other variables that were not included in the research.