Kualitas Pelayanan PT. Pos Indonesia (Persero) (Studi Kasus Pengiriman Pos Express di Kantor Pos Pekanbaru 28000)

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).