KUALITAS PELAYANAN PUBLIK PADA KANTOR POS CABANG PASANGKAYU 91571

PubBis : Jurnal Pemikiran dan Penelitian Administrasi Publik dan Administrasi Bisnis

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Title KUALITAS PELAYANAN PUBLIK PADA KANTOR POS CABANG PASANGKAYU 91571
 
Creator Ardiputra, Septiawan
Prawira, Muhammad Rizky
 
Description Kantor Pos Cabang Pasangkayu 91571 merupakan salah satu unit kerja dari PT.Pos Indonesia (Persero) yang wilayah kerjanya meliputi 12 Kecamatan yang ada di Kabupaten Pasangkayu. Kantor Pos Cabang Pasangkayu 91571 sebagai organisasi publik dituntut harus mampu memenuhi kebutuhan pelanggan sebagai pengguna jasa dengan melakukan pelayanan publik yang berkualitas.  Apabila hal ini dilakukan dengan upaya perbaikan terus-menerus sesuai kebutuhan pelanggan akan berdampak pada pemenuhan kepuasan pelanggan. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik di Kantor Pos Cabang Pasangkayu 91571. Penelitian ini menggunakan jenis penelitian kualitatif. Teknik pengumpulan data dalam penelitian menggunakan teknik : observasi, wawancara dan dokumentasi. Data dianalisis menggunakan Teknik reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian meneunjukkan bahwa kualitas pelayanan publik pada Kantor Pos Cabang Pasangkayu 91571 belum terlaksana secara maksimal dikarenakan belum memenuhi kepuasan pelanggan dalam pemberian pelayanan pos. Hal ini dibuktikan dengan 5 indikator yang dijadikan tolak ukur dalam penelitian, ada satu fokus kajian yang tidak terpenuhi yaitu indikator bukti fisik (tangible) dimana belum memadainya fasilitas ruang tunggu pelayanan sehingga pelannggan merasa kurang nyaman dalam menunggu antrian. Adapun empat indikator lainnya yaitu Kehadalan (reliability), Daya tanggap (responsiveness), Jaminan (assurance), dan Empati (empathy) sudah menunjang kualitas pelayanan dengan maksimal di Kantor Pos Cabang Pasangkayu 91571.
Kata kunci : empati; fisik; jaminan; kehandalan; ketanggapan
Pasangkayu Branch Post Office 91571 is one of the work units of PT.Pos Indonesia (Persero) whose working area covers 12 Districts in Pasangkayu Regency. Pasangkayu Branch Post Office 91571 as a public organization is required to be able to meet customer needs as service users by providing quality public services. If this is done with continuous improvement efforts according to customer needs, it will have an impact on meeting customer satisfaction. This study aims to analyze the quality of public services at the Pasangkayu 91571 Post Office. This research uses qualitative research. Data collection techniques in research using techniques: observation, interviews and documentation. Data were analyzed using data reduction techniques, data presentation and drawing conclusions. The results showed that the quality of public services at the Pasangkayu 91571 Post Office has not been maximally implemented because it has not fulfilled customer satisfaction in providing postal services. This is evidenced by the 5 indicators that are used as benchmarks in the study, there is one focus of the study that is not fulfilled, namely the indicators of physical evidence (tangible) where there are inadequate service waiting room facilities so that customers feel uncomfortable waiting in line. The four other indicators, namely reliability, responsiveness, assurance, and empathy (empathy) have supported the maximum quality of service at the Pasangkayu 91571 Post Office.
Keywords : keywords assurance, empathy, reliability, responseveness, tangibles.
 
Publisher stiatabalong.ac.id
 
Date 2020-09-14
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier http://jurnal.stiatabalong.ac.id/index.php/PubBis/article/view/278
10.35722/pubbis.v4i2.278
 
Source Jurnal PubBis; Vol 4 No 2 (2020); 136-146
Jurnal PubBis; Vol 4 No 2 (2020); 136-146
2550-1054
2579-6240
10.35722/pubbis.v4i2
 
Language ind
 
Relation http://jurnal.stiatabalong.ac.id/index.php/PubBis/article/view/278/226
 
Rights Copyright (c) 2020 stiatabalong.ac.id
http://jurnal.stiatabalong.ac.id/index.php/PubBis/workflow/index/278/5
 

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