PENGUKURAN KINERJA PELAYANAN PADA PT POS INDONESA (PERSERO) WILAYAH SURABAYA (KANTOR POS BESAR I)
| Main Authors: | HANDAYANI, NUR, KUKUH, AGUS |
|---|---|
| Format: | Proceeding PeerReviewed application/pdf |
| Bahasa: | eng |
| Terbitan: |
, 2012
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| Subjects: | |
| Online Access: |
http://repository.stiesia.ac.id/813/1/Pages%20from%20Buku%20Prosiding%20Seminar%20Nasional%20dan%20Call%20for%20Paper%20-%20FE%20UAJY%20dan%20ISEI%20DIY%20-%20Cetak.pdf http://repository.stiesia.ac.id/813/ |
Daftar Isi:
- The purpose of this research is to find out the service performance at PT Pos Indonesia Surabaya Region (Central Post Office I) which is located on Jl.Kebon Rojo No.10 Surabaya, as measured by the index of satisfaction society (ISS) and to find out whether how is the level of alignment of the performance of services with the hope of the society. The survey result of this research at PT Pos Indonesia Surabaya Region (Central Post Office I) related in measured by the index of satisfaction society (ISS) obtained results for each indicator: (1) service procedure, (2) terms of service, (3) the clarity of the officer's service, (4) discipline of the officer’s service, (5) responsibility of the officer’s service, (6) ability of the officer’s service, (7) speed of service, (8) justice in receive service, (9) courtesy and friendliness of officers, (10) the reasonableness of the cost service, (11)certainty of the cost of the service, (12) certainty of the schedule service, (13) comfortable of the service, (14) security services are at a good position and obtained a result of overall index of 2.96638 and the index of satisfaction community (ISC) after converted of 2.96638 x 25 = 74,16 which is means that the services performance unit run well, while for the level of alignment of the performance of services with the hope of the society earned value of 88.14 % and the services performance is in compliance with the expectations of the society. From the 14th indicators of the services (ISS) show that the Cartesian diagram consists of 4 (four) quadrants among others: 1). A quadrant is the main priority, but the company has yet to carry out well, 2). B quadrant the thing to be defended by the company, because they have well done. 3). C quadrant is a low priority because for customers it is less important but the company carries out normally. 4). D quadrant is the overload does company. With separated by the two axes are the X and Y axis.