ASSESSMENT OF CUSTOMER SERVICE QUALITY OF THE GAS STATION NETWORK IN LITHUANIA

The gas station business enterprises are constantly trying to find ways influence customers through a variety of services and improve the level these services, which will ultimately lead customer satisfaction. Assessing quality service becomes prerequisite for this business. This research paper is theoretical practical review SERVQUAL Retail Service Quality Scale (RSQS) as tool measuring in sector. aim determine evaluate network Lithuanian stations. part article analyses service, its evaluation models factors, well means assurance field retail trade – petrol methodological presents describes access, procedure, instruments methods data processing presentation conducted research. was using quantitative instrument questionnaire. questionnaire developed RSQS methods. empirical analysis on network. closes with conclusions recommendations improving Key findings: all five dimensions were significant positively rated by customers. However, each dimension there minor problems service: equipment cleanliness toilets; modernity technologies used pay services; personal attention paid staff information provided current promotions discounts available during service; greater feeling security timely provision listening customer's comments; confidence policy protection data.