ANALISIS KEPUASAN KONSUMEN TERHADAP KINERJA PELAYANAN DI PT POS BANDUNG DENGAN METODE SERVQUAL

Abstract

PT Pos Indonesia is one of the companies engaged in the service sector that always tries to provide the best service to the community. The strategy to keep satisfying customer desires is very important so that customers believe that the services provided can satisfy customer expectations and desires. One of them is the importance of service quality at PT Pos Bandung, which is one of the keys to success in marketing service companies by providing the best service. With good service quality, it will be oriented to customer satisfaction. Servqual defines service quality as the difference between customer perception of delivered service and expectations for the service. The servqual dimensions can be used as a valid tool to measure the gap between the service received and the service expected because the service is intangible (which cannot be measured but is related to customer feelings). Customer satisfaction at PT Pos Bandung, seen from the five dimensions of servqual, has a satisfaction value (actual) of 5.61 and an expectation value of 6.19 so that there is still a gap of -0.58. This gap indicates the non-fulfillment of customer expectations with the quality of services provided by PT Pos Bandung.