Analisis Perbaikan Kualitas Pelayanan Jasa di Kantor Pos Cimahi 40500 Menggunakan Metode Service Quality (Servqual)
Keywords:
Kualitas Pelayanan, Gap, Service Quaity (Servqual), Kantor PosAbstract
Service quality is very influential on customer satisfaction, good service quality will give an impetus to customers to give their loyalty to the company. The number of customer complaints about the quality of service at the Cimahi Post Office 40500 will affect the level of customer satisfaction with services or products. This study aims to determine the quality of service provided to customers and determine the attributes of the Cimahi 40500 Post Office that need to be improved. The results of this study are that there are 5 attributes that have the largest gap value, namely the Cimahi Post Office attribute that can provide timeliness in delivering goods with a gap value of -0.52. The second attribute is that the Cimahi Post Office can provide a comparable guarantee, if the goods or letters are damaged, lost and late with a gap value of -0.37. The third attribute Cimahi Post Office employees can always be willing to help solve customer difficulties with a gap value of 0.31. The fourth attribute is Cimahi Post Office employees quickly handle customer complaints well with a gap value of -0.30. the last attribute is the Cimahi Post Office has a large parking area with a gap value of -0.27. The five attributes that have the largest gap value mean that the question attribute has not been able to meet the perceptions and expectations that customers expect of the services provided by the company.
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