Analisis Penerapan Kualitas Pelayanan Dan Kepuasan Pelanggan Pada PT.Pos Indonesia (Persero)

Abstract

Customer satisfaction is one of the goals to be achieved by every company so that customers are always loyal to the company. The purpose of this study was to determine the level of service quality and customer satisfaction of PT. Pos Indonesia (Persero) Cipanas Branch office,  five variables of service quality (Tangible, Empathy, Reliability, Responsiveness, Assurance). The population in this study is all visitors to PT. Pos Indonesia (Persero) Cipanas Branch office. The number of samples was 100 respondents. To determine the sample using the non-probability sampling method with the incidental sampling method. Data collection techniques using a questionnaire. The analysis of this discussion is descriptive. The results of this study indicate that for the variables of Reliability, Responsiveness, and Assurance, the quality of service provided from PT. Pos Indonesia (Persero) Cipanas Branch office is very good because it is in accordance with customer expectations. While in Tangible and Empathy the quality of service provided still has several shortcomings. The arrangement of the room and the accuracy of the layout can improve the quality of service.

Keywords : Service Quality, Customer Satisfaction