KUALITAS PELAYANAN PUBLIK PADA KANTOR POS CABANG PASANGKAYU 91571
KUALITAS PELAYANAN PUBLIK PADA KANTOR POS CABANG PASANGKAYU 91571
DOI:
https://doi.org/10.35722/pubbis.v4i2.278Keywords:
keywords assurance, empathy, reliability, responseveness, tangibles.Abstract
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.
References
Bonde, S 2013, ‘Hubungan Profesionalisme Aparatur Pemerintah Dengan Kualitas Pelayanan Publik’, Jurnal Administrasi Publik Jurusan Ilmu Administrasi FISPOL – UNSRAT’, Vol. 1, No. 2, hh. 1-12.
Hamid, A 2011, ‘Otonomi Daerah Dan Kualitas Pelayanan Publik’, Jurnal Academia, Vol. 3, No. 1, hh. 535-546.
Leviyanto & Hafidh 2018, ‘Kualitas Pelayanan Publik Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Sidoarjo’, DiA: Jurnal Administrasi Publik, Vol. 16, No. 1, hh. 26-38.
Lupiyoadi & Hamdani, 2006, Manajemen Pemasaran Jasa Edisi Kedua, Penerbit Salemba Empat, Jakarta.
Suhartono, Azizah, EPN, Hakim, L & Hartanti 2019, ‘Hubungan Pelayanan Prima Dengan Kepuasan Pelanggan Pt Kereta Api Indonesia (Persero) Pada Stasiun Pasar Senen’, Jurnal Kolaborasi’, Vol. 5, No. 3, hh. 262-273.
Tangkilisan, Hessel Nogi, 2005, Manajemen Publik, Gramedia Widia, Jakarta.
Tude, NES, Pioh, NR dan Waworundeng W 2020, ‘Kualitas Pelayanan Publik Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Halmahera Utara’ Jurnal Jurusan Ilmu Pemerintahan’, Vol. 4, No. 4, hh. 1-10.
Tjiptono, Fandy dan Chandra, Gregorius, 2005, Service, Qulity dan Satisfaction, Andi offset, Yogyakarta.
Yanti, MR 2017, ‘Kualitas Pelayanan Publik pada PT.Jasa Raharja (persero) Kota Pekanbaru’, JOM Fisip, Vol. 4, No. 1, hh. 1-19.