ACHIEVING SERVICE EXCELLENCE IN OIL AND GAS ‘X’ COMPANY

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TIRTA CHANDRA ALIM, MUHAMMAD (2025) ACHIEVING SERVICE EXCELLENCE IN OIL AND GAS ‘X’ COMPANY. Undergraduate thesis, Institut IPMI.

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THESIS-ACHIEVING SERVICE EXCELLENCE IN OIL AND GAS ‘X’ COMPANY-Tirta Alim (21111010) - Muhammad Tirta Chandra Alim.pdf
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Abstract

The oil and gas industry in Indonesia, especially among state-owned enterprises, continues to face service delivery challenges as customer expectations grow. Company “X,” a key player in this sector, has shown inconsistent performance, particularly in areas like complaint handling and service responsiveness. While several studies have focused on standard service quality, there is still limited research that explores the broader concept of service excellence using Johnston’s (2004) model. This study focuses on four dimensions of service excellence: delivering the promise, providing a personal touch, going the extra mile, and dealing well with problems and queries; and evaluates how these are applied within Company “X.” Using a qualitative approach, the research draws from customer satisfaction data (2022–2024) and interviews with six internal informants. The findings show that while Company “X” performs relatively well in terms of reliability and service recovery, it struggles to consistently deliver personalized and proactive service. Zona 7, in particular, has lower performance scores compared to other operational areas. These results highlight the need for a more structured service excellence approach, especially in aligning internal systems with customer expectations. The study offers insights that could help state-owned enterprises move beyond just meeting standards and toward delivering more meaningful and satisfying service experiences. Keyword: Service Excellence, State-Owned Enterprise, Oil and Gas, Customer Satisfaction, Customer Experience.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Bachelor of Business Administration
Depositing User: Dwi Selviyana
Date Deposited: 17 Dec 2025 07:34
Last Modified: 17 Dec 2025 07:34
URI: http://repository.ipmi.ac.id/id/eprint/2909

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