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Toll road jalan Tol Public Fuel Filling Staion Pompa Bensin Taxi Taksi Car rental rental Mobil

53 SERVICE EXCELLENCE | 03 | VI | JULI 2016

21. Toll road jalan Tol

No BRAND Service Accessibility Service Process People Service Soluion PSQ PSV PSB SQIndex 2016 SQAward 2016 1 Jasa Marga 4.0125 3.8652 3.8873 3.8855 3.9088 3.8645 3.3271 3.8854 GOLDEN 2 Citra Margatama Surabaya 3.9388 3.8455 3.7664 3.6735 3.7836 3.8776 3.5714 3.8331 GOLDEN 3 Trans Marga Jateng 3.8925 3.7949 3.8100 3.7581 3.8062 3.7419 3.7097 3.7723 - 4 Citra Marga Nusaphala Persada 3.7444 3.5810 3.6444 3.5333 3.6148 3.7000 3.0333 3.6597 - 5 Jalan Tol Lingkarluar Jakarta 3.7778 3.6667 3.6926 3.5833 3.6672 3.6333 3.1000 3.6494 - 6 Marga Bumi Mataraya 3.7556 3.7190 3.6481 3.5167 3.6368 3.4000 3.3667 3.5120 - 7 Others 3.8636 3.8994 3.9242 3.8864 3.8939 3.9545 3.5000 3.9258 - INDUSTRY AVERAGE 3.9302 3.8128 3.8188 3.7746 3.8254 3.7980 3.3596 3.8110

22. Public Fuel Filling Staion Pompa Bensin

No BRAND Service Accessibility Service Process People Service Soluion PSQ PSV PSB SQIndex 2016 SQAward 2016 1 Pertamina 4.1926 3.8952 3.8864 3.8946 3.9471 3.9432 3.6667 3.9448 GOLDEN 2 Total 3.8621 3.9732 3.9862 3.9138 3.9385 3.9310 3.2069 3.9342 - 3 Shell 3.8167 3.9568 3.9533 3.9500 3.9281 3.9333 3.4889 3.9311 - INDUSTRY AVERAGE 4.1449 3.9038 3.8962 3.9007 3.9449 3.9418 3.6345 3.9431

23. Taxi Taksi

No BRAND Service Accessibility Service Process People Service Soluion PSQ PSV PSB SQIndex 2016 SQAward 2016 1 Blue Bird 4.1221 3.9975 3.9784 3.9310 3.9991 4.0431 3.6552 4.0221 DIAMOND 2 Taxiku 4.0556 4.0000 3.9278 3.9167 3.9627 4.0333 3.0667 3.9997 GOLDEN 3 O-Renz 3.9222 3.8143 3.9111 3.8167 3.8737 3.9000 3.5667 3.8875 - 4 Express 3.8854 3.7969 3.7500 3.7109 3.7752 3.8438 3.0469 3.8111 - 5 Others 4.0556 3.9524 3.9167 3.9500 3.9605 4.0000 3.5667 3.9812 - INDUSTRY AVERAGE 4.0570 3.9467 3.9266 3.8860 3.9464 3.9948 3.4948 3.9718

24. Car rental rental Mobil

No BRAND Service Accessibility Service Process People Service Soluion PSQ PSV PSB SQIndex 2016 SQAward 2016 1 TRAC 3.9000 4.0429 4.0500 3.9333 4.0032 4.1333 3.5667 4.0908 DIAMOND 2 Tunas Rental 3.8250 4.0143 3.9889 3.9333 3.9759 4.0333 3.4667 4.0146 DIAMOND 3 ASSA 4.1167 4.1714 4.0611 4.0833 4.1347 3.8667 3.4000 3.9542 - 4 Others 3.9219 4.0714 3.9375 3.9688 4.0214 3.6250 3.3125 3.7545 - INDUSTRY AVERAGE 3.9434 4.0755 4.0189 3.9811 4.0354 3.9528 3.4528 3.9798 research conducted by : 54 SERVICE EXCELLENCE | 03 | VI | JULI 2016

25. handphone and smart Phone Telepon genggam dan Telepon Cerdas

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