ANALISIS KUALITAS PELAYANAN PADA BIDANG PENGIRIMAN BARANG UNTUK MENINGKATKAN LOYALITAS PELANGGAN PT POS INDONESIA KANTOR POS MARTAPURA

WATI, NURMA (2020) ANALISIS KUALITAS PELAYANAN PADA BIDANG PENGIRIMAN BARANG UNTUK MENINGKATKAN LOYALITAS PELANGGAN PT POS INDONESIA KANTOR POS MARTAPURA. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

PT. POS INDONESIA merupakan saranakomunikasi dan informasi yangmempunyai peran penting dan strategis dalam mendukung pelaksanaan pembangunan, mendukung persatuan dan kesatuan, mencerdaskan kehidupan bangsa, mendukung kegiatan ekonomi, serta meningkatkan hubungan antar bangsa. Sesuai ketentuan UU No : 38 tahun 2009 tentang penyelenggaraanPOS dapat dilakukan oleh BadanUsaha yang berbadan hukum Indonesia, antara lain terdiri atas BadanUsaha Milik Negara (BUMN), BadanUsaha Milik Daerah (BUMD), BadanUsaha Milik Swasta (BUMS), dan Koperasi. Penelitian ini menggunakan pendekatan kualitatif dengan tipe penelitian diSskriptif kualiTtatif. Teknik pengupulan data yang digunakan adalah wawancara dan observasi. Sumber data diambil berjumlah 10 orang. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan pada bidang pengiriman barang untuk meningkatkan loyalitas pelanggan PT POS INDONESIA Kantor Pos Martapura belum berkualitas. Masih adanya keluhan dari pelanggan menandakan masih perlu ditingkatkanya lagi Kualitas Pelayanan yang dilakukan. Hal tersebut disebabkan masih kurangnya sarana prasarana yang ada serta masih adanya keluhan pelanggan mengenai pengiriman barang. PT. POS INDONESIA is a means of communication and information that has an important and strategic role in supporting the implementation of development, supporting unity and integrity, educating the life of the nation, supporting economic activities, and enhancing relations between nations. In accordance with Law Number 38 of 2009 concerning POS operations can be carried out by business entities that are Indonesian legal entities, including but not limited to State-Owned Enterprises (BUMN), Regional-Owned Enterprises (BUMD), Private-Owned Enterprises (BUMS) , and cooperatives. This study uses a qualitative approach with qualitative descriptive research type. Data collection techniques used were interviews and observation. Data sources taken amounted to 10 people. The results of this study indicate that the quality of service in the field of shipping goods to increase customer loyalty PT POS INDONESIA Martapura Post Office is not yet qualified. There are still complaints from customers indicating still need to be improved again Quality of Service performed. This is due to the lack of existing infrastructure and customer complaints about shipping goods.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan, loyalitas pelanggan, Kantor Pos Service Quality, customer loyalty, Post Office
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Depositing User: Nurmawati
Date Deposited: 07 Nov 2020 01:42
Last Modified: 07 Nov 2020 01:42
URI: http://eprints.uniska-bjm.ac.id/id/eprint/991

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