Perbaikan Kualitas Pelayanan PT. Pos Indonesia Cabang Sadang Serang

Retno Indriartiningtias (Universitas Trunojoyo Madura)

ARIKA
Vol 4 No 1 (2010)

Postal service is one of business that always needed. Postal service has a lot of customers such as students, businessman, educations area, bank area, etc. Because of that reason, the competitiveness of portal service business is very high. Each of portal service has to increase their service to get their customers. The first research is about service quality and customer satisfaction in the postal service in Sadang Serang, Bandung. From that one the quality of services is grouped as Reliability, Assurance, Tangible, Empathy and Responsiveness. The result of the first study, all of indicators have negative gabs. These research is about service quality improvement to develop postal service in Sadang Serang. For improving the service, this research using Deming Wheel Cycle (Plan - Do - Check - Action). The result there are improvement in physically and non physically aspect.