ANALISIS TINGKAT KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN JASA PAKET POS KILAT KHUSUS PADA PT POS INDONESIA (PERSERO) JOHAR SEMARANG

Abstract

Nowadays, business competition in the service industry has been raising as fast as global economic growth. Especially in delivery service industry. For that, the quality service development is needed to raise in order to reach the customer satisfaction. So that, delivery service company is able to compete each other. Based on the phenomenon that mentioned above, the subject of this research can be seen in costumer complains that still founded in suggestion box PT Pos Indonesia (Persero) Johar Semarang. The objective of this reserach is to measure the costomer satisfaction through quality service regarding the difference between expected service and received service. It is a descriptive research, uses primary and secondary data source. Questioner data instrument was distributed to 122 respondent and guiding question instrument was given to logistic supervisor of PT Pos Indonesia to get acurate data. It uses purposive sampling technique. Then the data are elaborated in form of single table. The data analysis is descriptive qualitative, with Importance Performance Analysis formula by John A Martila and John C James to comprehend the costumer satisfaction. The result shows that the customers are satisfied enough with the performance of service quality that been given by paket pos kilat khusus PT Pos Indonesia Semarang. It can be seen from each features : (a) Performance of reliability feature is 3,58 means the customers are satisfied; (b) Performance of responsivenes feature is 2,93 means the customers are satisfied enough; (c) Performance of assurance feature is 3,66 means the customers are satisfied; (d) Performance of emphaty feature is 2,95 means the customers are satisfied enough; (e) Performance of tangibles feature is 3,05 means the customers are satisfied enough. Therefore, the writer suggests the management to take some actions to enhanced the service quality, like as follows: (a) Time accuracy in delivery service providing transportation and make a better delivery schedulling; (b) Fast react to customer’s complience and problems needs initiative officer in order to handle customers complience and problem; (c) Fast and enerjetic action when customers need some help needs enegetic frontliners to help customers, need not to wait they ask first; (d) Good attitude and intimate frontliners give a punisment to officers and frontliners that dissapointing customers and have no good attitude, give reward to customers to be an apologize proofing; (e) Rooms cleannes and neatness providing the office boy and providng frequency of cleaning activities; (f) Excellent waiting room providing facilities in waiting room, such as chair, air conditioner or fan. The positive impact if company realize thats suggets, it will increase the new customers and defend the old customers. But if company doesn’t realize the suggets, the customers will be able to move on to another competitors.