Factors influencing customer satisfaction with service quality at gas stations of Petrolimex Hue Co., Ltd

Abstract

This study aims to identify the factors influencing customer satisfaction with service quality at gas stations operated by Petrolimex Hue Co., Ltd. The study is based on survey data collected from 139 customers selected through convenience sampling. Cronbach’s alpha reliability analysis, exploratory factor analysis (EFA), and regression analysis were employed to process and analyze the data. The results indicate that customer satisfaction is affected by five key factors: reliability, tangible facilities, empathy, service competence, and responsiveness.