Abstract:
The Service Quality of PT. Pos Indonesia (Persero) (A Case Study in Delivery of Pos
Express at Pekanbaru 28000 Post Office). This research aimed to describe the service
quality of PT. Pos Indonesia (Persero) Pekanbaru 28000 Post Office in the delivery of Pos
Express and to determine the factors inhibiting the delivery of Pos Express. The method used
in this research is descriptive qualitative research in order to obtain a comprehensive
overview and in-depth based on interviews with informants and direct observation. The
results showed that the services provided by PT. Pos Indonesia (Persero) Pekanbaru 28000
Post Office can be said to be good, but there is still a small portion that is considered not
optimal. Factors that hinder the delivery of Pos Express, namely: 1) Ignorance, negligence,
and recklessness; 2) Limitations of ability to communicate; 3) Trust/dependence on other
parties; and 4) Limitations of human resources (HR).
