ANALISIS SERVICE PERFORMANCE KANTOR POS DENGAN PENDEKATAN SERVPERF dan IPA (Studi Kantor Pos Besar Yogyakarta)

ROY TIMBUL SIAHAAN, Wakhid Slamet Ciptono, MBA, MPM, Ph. D.,

2017 | Skripsi | S1 MANAJEMEN

Business competition that occurs today is very rapid and also tight both in the manufacturing industry as well as in the service industry or service. Therefore companies need to evaluate the performance of the services provided. This study aims to: (1) Measure the level of service performance provided by the Yogyakarta Post Office to customers; (2) Assess the level of customer importance to the level of service performance provided by the Yogyakarta Post Office. This research uses survey method. Data were collected by convenience sampling method using questionnaire. Questionnaires tested the validity and reliability of respondents who are customers of the Yogyakarta Post Office. Questionnaires were given to 100 respondents, then analyzed by descriptive and quantitative approach. The methods used for data analysis are: (1) SERVPERF model, to know the level of service performance; (2) Importance-Performance Analysis (IPA) method, to assess the level of customer importance over service performance attributes. The analysis in this study using variables of service quality are tangible dimension, reliability, responsiveness, assurance, and empathy. The results of this study indicate: (1) The level of service performance of the Yogyakarta Post Office is categorized well, the average value of SERVPERF of 3.94, is at the interval of 3.41 - 4.20. Next is to assess the service attribute that is a priority in the improvement (2) Based on the analysis of IPA (Importance Performance Analysis), service performance attributes can be identified into 4 quadrants ie quadrant I (A3, A8, A10, A11), quadrant II (A5, A7, A9, A12, A13, A14, A15, A16, A17, A22), quadrant III (A2, A18, A19, A20), and quadrant IV (A4, A6).

Business competition that occurs today is very rapid and also tight both in the manufacturing industry as well as in the service industry or service. Therefore companies need to evaluate the performance of the services provided. This study aims to: (1) Measure the level of service performance provided by the Yogyakarta Post Office to customers; (2) Assess the level of customer importance to the level of service performance provided by the Yogyakarta Post Office. This research uses survey method. Data were collected by convenience sampling method using questionnaire. Questionnaires tested the validity and reliability of respondents who are customers of the Yogyakarta Post Office. Questionnaires were given to 100 respondents, then analyzed by descriptive and quantitative approach. The methods used for data analysis are: (1) SERVPERF model, to know the level of service performance; (2) Importance-Performance Analysis (IPA) method, to assess the level of customer importance over service performance attributes. The analysis in this study using variables of service quality are tangible dimension, reliability, responsiveness, assurance, and empathy. The results of this study indicate: (1) The level of service performance of the Yogyakarta Post Office is categorized well, the average value of SERVPERF of 3.94, is at the interval of 3.41 - 4.20. Next is to assess the service attribute that is a priority in the improvement (2) Based on the analysis of IPA (Importance Performance Analysis), service performance attributes can be identified into 4 quadrants ie quadrant I (A3, A8, A10, A11), quadrant II (A5, A7, A9, A12, A13, A14, A15, A16, A17, A22), quadrant III (A2, A18, A19, A20), and quadrant IV (A4, A6).

Kata Kunci : Kualitas Layanan, SERVPERF, Importance Performance Analysis (IPA)