Persepsi Pelanggan terhadap Kualitas Pelayanan PT. Pos Indonesia Cabang Bantul

Herry Johandi, Ratminto

2016 | Skripsi | Manajemen dan Kebijakan Publik (dh. Ilmu Administrasi Negara)

ABSTRACT This research aims to examines the quality of service and factors that determine quality in PT Pos Indonesia-Bantul. Quality of service evaluate by several aspects including: (1) accessibility, (2) the speed of service, (3) service’s assurance, (4) responsibility, (5) emphathy. Therefore, Determining factors for service’s delivery are human resources, coordination and facilities. The research conducted by using mixed-methodology with heavy quantitative. Data collection technique used were by literature studies, observations, surveys, and interviews. This research finds that the quality of service in PT Pos Indonesia-Bantul is well delivered. Generally, The problems lies in human resources capacity such as: First, Most of the employees are graduated from high school. Second, some employees do not placed based on their educational background. Third, lack of coordination with other agencies and inadequate facilities in quantity and quality. In short, lot of improvements still relevant in order to maintain the loyalty of customers. Keywords: Quality of Service, PT Pos Indonesia-Bantul

Kata Kunci : Kualitas Pelayanan