<![CDATA[The purpose of this research is to find out the role and function of quality auditing at the customer service unit in order to improve the customer satisfaction at PT. Pos Indonesia (Persero). The type of research which is performed in this research is the qualitative research. The result of this research which is performed by the researcher indicates that the function of quality auditing at PT. Pos Indonesia (Persero) south Surabaya has already been running well but there are still some weaknesses which are only reported once in the newspaper even though it is only misunderstanding which is coming from the posting time and it is already clarified. Therefore, the auditing and quality party should do some further refineries so mistakes and deficiencies would not happen again. Based on the conclusion of this research, there are some suggestions which are expected to be useful for the Pos Indonesia south Surabaya. The company should give the latest innovation both services and facilities in order to look more attractive, satisfaction, and convenient for the customers of the PT Pos Indonesia (Persero).Keywords: quality audit, quality management, and customer service]]>
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