Penilaian Kualitas Pelayanan Pengambilan Pensiun Di Pt Pos Indonesia (Persero) Cabang Surakarta

Sari, Diyah Ayu Narvita

× This study was conducted because the author observed some constraints the Surakarta Branch of PT. Pos Indonesia (Persero) still encountered such as customer grievance in service quality in pension fund withdrawal division for its complicated procedure and customers standing in queue due to limited seat. Thus, the problem statement of research was how the customers’ assessment was on the Pension Fund Withdrawal in Surakarta Branch of PT. Pos Indonesia (Persero). The objective of research was to find out the customers’ assessment on service quality in Pension Fund Withdrawal division in the Surakarta Branch of PT. Pos Indonesia (Persero), viewed from 5 dimensions of service quality (tangible, responsiveness, reliability, empathy, assurance). The population of research was all customers of pension withdrawal in Surakarta Branch of PT. Pos Indonesia (Persero). The sample consisted of 100 respondents. The sampling technique used was Convenience Sampling one. The data source used was the primary one. Technique of collecting data used was questionnaire with descriptive discussion analysis. Considering the result of research, it could be found that 61% respondents reported satisfaction with tangible, 63% with reliability, 63% with responsiveness, and 80% with assurance, and 69% with empathy dimensions. The recommendation given was that Surakarta Branch of PT. Pos Indonesia (Persero) should maintain and even improve the quality including tangible, responsiveness, reliability, empathy, and assurance dimensions.

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Penulis Utama	:	Diyah Ayu Narvita Sari
Penulis Tambahan	:	1. 2.
NIM / NIP	:	F3211036
Tahun	:	2014
Judul	:	Penilaian Kualitas Pelayanan Pengambilan Pensiun Di Pt Pos Indonesia (Persero) Cabang Surakarta
Edisi	:
Imprint	:	Surakarta - F. Ekonomi - 2014
Program Studi	:	D-3 Manajemen Pemasaran
Kolasi	:
Sumber	:	UNS-F. Ekonomi Prog. D III Manajemen Pemasaran-F.32110362014
Kata Kunci	:
Jenis Dokumen	:	Laporan Tugas Akhir (D III)
ISSN	:
ISBN	:
Link DOI / Jurnal	:	-
Status	:	Public
Pembimbing	:	1. Drs. Heru purnomo, MM
Penguji	:
Catatan Umum	:
Fakultas	:	Fak. Ekonomi dan Bisnis

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