Nowadays, enterprise has to focus their service and/or product quality, in order to maintain sustainability of its business. To achieve that focus, enterprise has to improve its performance and comply with the customer feedback and requirement. This paper has objectives to provide analysis in both theoretical aspects and its empirical aspects of PT. PERTAMINA, within its Shipping Department in Oil and Gas Company. Precisely, this paper discussion on service quality improvement is needed on a charter out functions. Furthermore, the discussion is reinforced with the application using one of simulation software, known as ARENA Simulation. The limitation of this paper constitutes the discussion
of Quality Function Deployment (QFD) in Shipping Department. The problems are further originated from the current level of both service quality of 63.87 % and customer satisfaction of 71 % that still trigger problem. Thus, the recommendation and conclusions are elaborated in this paper through its results. The mentioned results constitute the ground for further improvement for both theoretical and empirical aspects for future research.
Soebandrija K. E. N and Nurdianti E. (2015). Oil and Gas Company as State Owned Enterprises Case Study: Perspectives of PT. PERTAMINA on Service Quality and ARENA Simulation Software. International Journal of Applied Engineering Research, 10 (2), 2835-2844.
Oil and Gas, State Owned Enterprise, Service Quality, Quality Function Deployment, ARENA Simulation