Kepuasan Pelanggan Terhadap Jasa Pengiriman Surat Dan Paket

Studi Kasus Pada PT Pos Indonesia di Bandung

  • Atjih Ratnawati Peneliti Puslitbang Penyelenggaraan Pos dan Informatika Balitbang SDM Kemkominfo
DOI: https://doi.org/10.46426/jp2kp.v19i2.29
Keywords: Post, Pos, Quality, service, pos indonesia, indonesia postal services, kualitas, layanan, PT. Pos Indonesia

Abstract

Post organization is currently regulated in the Law of Post 38 of 2009 on the post. As the impact of the implementation of the Act that the new post, there are many types of postal service companies including expedition. This study aims to describe quantitatively the quality of data and related information services and package mailing PT Pos in Bandung reviewed based on customer satisfaction. While research method is survey method with quantitative approach. Referring to the theory of quality of service (Service Quality). Judging from five (5) aspects of service quality, namely reliability, responsiveness, assurance, empathy and tangibles, it is known that the quality aspect of high reliability and low value is the quality aspects of the physical evidence (tengibel). Mail and package delivery services PT Pos Indonesia to provide services to its customers is considered good and reliable by the public postal service users
Keywords : Post, Indonesia Postal Service, Post Indonesia quality, service

ABSTRAK

Penyelenggaraan pos saat ini diatur dalam Undang-undang Pos No.38 tahun 2009 tentang Pos. Sebagai imbas dari implementasi Undang-undang Pos yang baru tersebut, ada banyak jenis perusahaan jasa pos termasuk ekspedisi. Penelitian ini bertujuan untuk mendiskripsikan secara kuantitatif mengenai data dan informasi terkait kualitas layanan jasa pengiriman surat dan paket PT Pos di kota Bandung ditinjau berdasarkan kepuasan pelanggan. Sedangkan metode penelitian adalah metode survey dengan pendekatan kuantitatif dengan mengacu pada teori kualitas layanan (Service Quality). Dilihat dari 5 (lima) aspek kualitas layanan yaitu kehandalan, daya tanggap, jaminan, empaty dan bukti fisik, diketahui bahwa aspek kualitas kehandalan yang tinggi nilainya dan yang rendah adalah aspek kualitas bukti fisik (tengibel). Jasa pengiriman surat dan paket PT Pos Indonesia dalam memberikan layanannya kepada pelanggannya dinilai baik dan handal oleh masyarakat pengguna jasa layanan pos .

Kata Kunci: Pos , Post Indonesia, kualitas, Layanan

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References

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Undang-Undang No 38 tahun 2009 tentang Pos

Published
2015-10-05
How to Cite
Ratnawati, A. (2015). Kepuasan Pelanggan Terhadap Jasa Pengiriman Surat Dan Paket: Studi Kasus Pada PT Pos Indonesia di Bandung. Jurnal Penelitian Pers Dan Komunikasi Pembangunan, 19(2), 83 -. https://doi.org/10.46426/jp2kp.v19i2.29
Issue
Vol. 19 No. 2 (2015): Jurnal Penelitian Pers dan Komunikasi Pembangunan
Section
Articles

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