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Analisis pelayanan dengan menggunakan metode serqual sebagai dasar peningkatan kualitas jasa pelayanan : studi kasus Divisi Paket PT.Pos Indonesia Persero Malang (CD)

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This research try to measure quality of service in PT. Post Indonesia Persero Malang. PT. Post Indonesia represent state-owned corporation moving in the field of service of traffic of information of money and goods in life Indonesia socialize. Quite a lot product which on the market to society in the effort assisting society to process service of good information in the form of money, goods and correspondence. Product which on the market for example post letter, parcel post, money order post, giro, check post and others. In the field of service, service represent one of very sensitive matter, so that the service firm require to strive gift of service which as well as possible to customer. Quality of Service in PT. Post of Indonesia in this research is measured by according to five dimension, that is dimension tangibles, dimension responsiveness, dimension reliability, dimension assurance and dimension empathy. Fifth of the dimension made as determinant of quality of service with the specification formulated in quesioner. While measuring instrument used of Likert scale. According to result analyse and the solution found that according to customer of external as consumer from PT. Indonesia Post, there are dimension of quality of service measured still not yet fulfilled customer expectation. This matter according to gap score obtained a biggest negativity, that is dimension reliability with gap score of equal to (- 1.59), dimension responsiveness with gap score of equal to (- 1.73) and dimension empathy with gap score of equal to (- 1.26). While according to internal customer (officer PT. Post of Indonesia at packet division) dimension which require to be improve is dimension assurance with gap score of equal to (- 0.93) and dimension empathy with gap score of equal to (- 1.08)

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

065 IDT2005 SAF a

Penerbit

Malang, Jatim : UNMER., 2005

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

065 IDT2005

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

quality, service, customer, dimension

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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