| dc.description.abstract | Decree No. 84 on oil and gas business has institutionalized the operating of fuel prices according to the market mechanism, facilitated for a new competitive business environment. Besides that, fuel quality, nowadays, is becoming a noticeable problem in this field. As a result, petroleum enterprises reveal questions of how to understand their consumer, maintain market share and increase profitability.
The main aim of this research is to identify determinants of the consumer’s loyalty towards Petrol & Diesel Suppliers. In order to explain this considering, the study
is about to resolve the research problems as follow: (1) To review theories, previous studies and build a conceptual framework necessary for the study. (2) To identify factors that have direct or indirect impact on the consumer’s loyalty. (3) To give some suggestions for new entrants and current enterprises running in petroleum field.
The research process is started off with building a theoretical framework including independent variables (factors) and researched dependent variable (consumer’s loyalty). Then, questionnaires are developed and distributed to the respondents. Data will
be collected from sources and questionnaire. After that, data analysis test is run and findings will come out for later conclusion and recommendations.
From the findings of the research, there are three main factors that affect consumer’s loyalty: Brand Awareness, Perceived Value and Satisfaction. Besides that, factors related to the fuel supply channel also have an impact on consumer’s loyalty. Those are known as fuel station factors including Service Quality, Brand Elements, and Convenience. With limitation of time and ability, this research maybe is not totally
relevant but this can be seen as a consultation for further researches later on. | en_US |
