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Journal : JPSI (Journal of Public Sector Innovations)

INOVASI LAYANAN MPOSPAY DAN FREE PICK UP POS INDONESIA DALAM PENINGKATAN KUALITAS PELAYANAN (Studi Pada Kantor Pos Semarang 50000) Warsono, Hardi; Qurniawati, Desti Relinda; Sitorus, Herta; Fajar S., Soni Mukhammad
JPSI (Journal of Public Sector Innovations) Vol 2, No 2 (2018): Mei 2018
Publisher : Department of Public Administration, Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jpsi.v2n2.p44-50

Abstract

Non-monoplistic public services must continuously innovate services in order to remain competitive with its competitors and can satisfy its customers. PT Pos Indonesia as one of the state-owned enterprises in Indonesia is also faced with the demand to innovate so as not to lose with the private competitors. PT Pos is one of the BUMN that provide services expedition on the community, among the many services similar services. This study aims to determine the service innovation and quality of service at the Post Office Semarang 50000. Research conducted with qualitative. The main theory to measure the quality of service is based on the opinion of A Parasuraman that measures the quality of service from indicators: tangibles, reliability, responsiveness, assurance and empathy. The result of the research shows that service innovation at PT Pos Indonesia for the improvement of service quality is good enough, but there are some deficiencies such as: the delivery of new innovation information from the officer to the customer is still less effective, so this innovation seems not optimal. In general the quality of service is good, ranging from the response officers, facilities provided, guarantees and services provided. There are still shortcomings in the delivery of information that has not been effective to the customer. This study recommends the need for accurate and detailed information about the innovations made.
Co-Authors Abdul Hakim Pranata Putra, Abdul Hakim Pranata Ade Putri Febriandini, Ade Putri Adi Nugroho Aloysius Rengga Amalia Hani Rahmawati, Amalia Hani Andika Maharani, Andika Anila Primadara Atika, Ayu Audia Arsyad Nurwinendra, Audia Arsyad Aufarul Marom Ayun Sriatmi Azlansyah, Sultan Syarief Billah, Muhammad Naufal Mu?tashim Bisri, Devitasari Nur Fadzilah Chriswardani Suryawati Cynthia Cynthia Dari, Diah Wulan Dewi Bulan Azizah Dwiatmoko, Sujarwanto Dyah Hariani Dyah Lituhayu Eko Putri Septyani Ellys Kusuma Wardani Endang Larasati Setianingsih, Endang Larasati Fajar S., Soni Mukhammad Faris Ridho Fatmala Resti Harmoko Fitri Handayani Fretes, Elzina De Gama Maula Rahman Gutama, Muhammad Sofyan Handayani, Alfina Herta Sitorus Hesti Lestari Hidayani, Hanifatul Ida Hayu Dwimawanti Ika Puji Rahayu Laode Hishar Noto Susanto Laras, Dena M.Si., Agus Margaretha Suryaningsih Moch. Mustam Mochamad Mustam Mochammad Mustam Muhammad Alif Muhammad Mustam Mujaddid Khoirunnas, Mujaddid Musu, Krisantus Lou Niken Septihandini Puspaningtyas Nita Haryanti, Nita Nopiyanti Nopiyanti, Nopiyanti Novanis, Ria Octaviana, Rica PRASETYO, SIDIQ Pratiwi, Nina Galih Priyadi, Budi Puspo Priyadi, Budi Puspo Puguh Adi Nugroho Puspitasari, Lifia Putri Prissilia Pramitha, Putri Prissilia Putri, Nadila Olivia Intan Qurniawati, Desti Relinda Rahayu Grahadyastiti Rahayu, Sierfi Rahma, Arini Alfia Retna Hermana Riantika, Bunga Rismaya Rihandoyo Rihandoyo Saputri, Rina Ade Sholiha, Afif Fauziyani Sipayung, Arfan Zulkan Sofyandi, Arif Sri Suwitri Sukmajaya, S Sukmajaya, S Sundarso Sundarso Susi Sulandari Sutiyani Yoga Iswari Sutopo Patria Jati Syifa Azmy Khoirunnisa Taufik Zaenal Abidin, Taufik Zaenal Titik Djumiarti Tri Yuniningsih Triastuti, Akyuning Vera Marlia Puspita Wahyu Iriani Wicaksono, Ilham Yoga Yuanitia Pratiwi Youke Faradhilla Nasution, Youke Faradhilla Yuni Kurniasih, Yuni Yuwono, Dhiarbima Adi Zainal Hidayat