TA DIGITAL
Analisis Persepsi Pelanggan terhadap Kualitas Pelayanan Pengiriman Surat dan Paket di PT Pos Indonesia (Persero) Kantor Wilayah VI Jawa Tengah dan DIY
The purposes of the final project were to measure the customers’ satisfaction level toward PT Pos Indonesia performance in delivering mails and packages, and also to know and to find out which service variables have the strongest and the weakest value impacting customers’ satisfaction toward PT Pos Indonesia. The final project assignment was written using analysis-descriptive method. The techniques of taking sample were non random and purposive sampling. The data were collected by doing interviews, questionnaire and literature studies. The population of this final project were the users of PT Pos Indonesia’s service especially on mails and packages delivery. The number of the respondent were 100. The data are analyzed by Customer Satisfaction Index. After the quality attribute has been calculated it is placed on Cartecius diagram. This research shows that the customer satisfaction index of Tangible is 86%, Assurance is 85%, Responsiveness is 85%, Reliability is 83% and Empathy is 81%.
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