TA DIGITAL
Analisis Tingkat Kepentingan Pelayanan dan Tingkat Kualitas Pelayanan Paket Pos pada PT POS Indonesia (Persero) Divisi Area VI Jawa Tengah dan DIY
The perception of customers is very important for a company because it could help PT Pos Indonesia (Persero) Divisi Area VI Central Java and DIY.
In the competitive world situation, both the delivery service owned by private and government organizations make more stringent aspects of customer service are important things that must be managed properly.
The purpose of this study is to compare the rate of customer’s interest to service’s quality of pos packet in PT Pos Indonesia Divisi Area VI Central Java and DIY.
The sampling technique used in this research was purposive sampling to select the respondents. The sample of this research were 50 respondents. The methods in observation, questionnaire, and literature.
The result of this final project are that customer’s are mostly male gender (54%), aged 31-40 years (36%), have jobs an entrepreneur (28%), mothly income Rp 2.000.000,00-Rp3.000.000,00 (40%) and shows that customer pos packet of the service by level of concordance, the level of concordance tangibility is 75,15%, reliability is 71,80%, responsiveness is 89,16%, assurance is 69,28%, and emphaty is 61,76%.
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