Peningkatan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Jasa Surat Dan Barang Pada Pt. Pos Indonesia (Persero) Pontianak (original) (raw)

Jurnal Tin Universitas Tanjungpura, 2015

Abstract

Post Office of Pontianak has been served their maximum toward its customers but customers them self think that using their service less provide maximum service like the teller performance and slow in customer service. The complaint data of the customers counted as 278 delayed, 5 broken mails and goods and 2 missing mails and goods. The research purpose is to know the service quality, level of satisfaction and future expectations of mails and goods delivery service toward the service quality and positive advices to improve the service of PT. POS Indonesia (Persero) Pontianak. Sample of the research counted as 100 samples as customers of mails and goods of PT. POS Indonesia (Persero) Pontianak. This research using Service Quality (Servqual) method and Quality Function Deployment (QFD) method. The result obtained by using Servqual and QFD method obtained priorities based Service Quality, satisfaction and future expectations of the subscribers. Based on the highest priorities from the service quality of Post Office of Pontianak are the service running smoothly and fast without connection failed (-1,240), employees are willing to help it there is trouble and complaint (-1.090), time delivery of mail and goods on time (-1,030). Based highest priorities from the level of satisfaction of Post Office of Pontianak are good courtesy of employees (3,900), guarantee letters and goods to its purpose (3,880), the accuracy of the weighing goods shipped (3,780). Based on highest priorities from the future expectations of Post Office of Pontianak are good courtesy of employees (4,660), service running smoothly and fast without connection failed (4,610), office equipment is complete and sufficient (weigher and online computer) (4,610). Based on heighest priorities from proposed enhancement or improvement of quality of service which can be given for Post Office of Pontianak are air conditioner (AC) addition at customers waiting room, provide accurate scales, and minimize queues with intergrated counter. Keyword : Post Office, Satisfaction, Future Expectation, Service Quality, Quality Function Deployment.

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