KUALITAS PELAYANAN PENGIRIMAN POS KILAT KHUSUS DI PT. POS INDONESIA KEBONROJO SURABAYA

QUALITY OF SPECIAL EXPRESS POST DELIVERY SERVICES IN PT. POS INDONESIA KEBONROJO SURABAYA

Saat ini, pelayanan publik yang sering digunakan adalah pelayanan jasa berupa jasa titipan. Penyelenggara jasa titipan adalah kegiatan yang dilakukan untuk menerima, membawa, atau menyampaikan surat pos jenis tertentu, paket, dan uang dari pengirim kepada penerima dengan memungut biaya. PT. Pos Indonesia adalah salah satu Badan Usaha Milik Negara di bidang jasa layanan pengiriman barang/kurir. Didapati keluhan pada jasa pengiriman pos kilat khusus dengan estimasinya adalah dua hari saja namun hingga lebih dua hari belum sampai ke alamat tujuan. Tujuan penelitian adalah mendeskripsikan kualitas pelayanan pengiriman pos kilat khusus PT. Pos Indonesia Kebonrojo Surabaya. Jenis penelitiannya adalah deskriptif kualitatif. Teknik pengumpulan data melalui observasi, wawancara, studi dokumentasi, serta studi kepustakaan yang diproses untuk menghasilkan jawaban. Teknik analisis data meliputi pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan atau verifikasi. Hasil penelitian dianalisis menggunakan lima dimensi kualitas pelayanan Kotler dan Keller (2016) yaitu bukti fisik, kehandalan, daya tanggap, jaminan dan empati. Dimensi bukti fisik, fasilitas yang ada di dalam ruangan sudah terpenuhi. Dimensi kehandalan, pegawai mampu memberikan dan mewujudkan pelayanan yang dijanjikan secara tepat waktu dan  dapat dipercaya. Dimensi  daya tanggap, pegawai mampu menciptakan komunikasi dengan baik dan sikap cepat dan tanggap yang diberikan pegawai membuat konsumen percaya dan setia terhadap jasa layanan. Dimensi jaminan, konsumen mendapatkan jaminan yang sesuai dengan SOP. Dimensi empati, konsumen merasa sangat terbantu dengan pelayanan yang diberikan. Tetapi sebaiknya pegawai menggunakan tanda pengenal, memperhatikan protokol kesehatan, dan memberikan nomor antrian.

Kata Kunci: Pelayanan Publik, Kualitas Pelayanan, Pengiriman Pos Kilat Khusus

Currently, public services that are often used are services in the form of deposit services. Deposit service providers are activities carried out to receive, carry, or deliver certain types of postal letters, packages, and money from the sender to the recipient at a fee. PT. Pos Indonesia is one of the State-Owned Enterprises in the field of freight/courier services. Complaints were found on the special express post delivery service with an estimate of only two days but up to more than two days it had not yet arrived at the destination address. The purpose of the study was to describe the quality of express mail delivery services specifically for PT. Pos Indonesia Kebonrojo Surabaya. This type of research is descriptive qualitative. Data collection techniques are through observation, interviews, documentation studies, and literature studies which are processed to produce answers. Data analysis techniques include data collection, data reduction, data presentation, and drawing conclusions or verification. The results of the study were analyzed using five dimensions of service quality by Kotler and Keller (2016), namely physical evidence, reliability, responsiveness, assurance and empathy. Dimensions of physical evidence, the existing facilities in the room have been met. Dimensions of reliability, employees are able to provide and deliver the promised services in a timely and reliable manner. Dimensions of responsiveness, employees are able to create good communication and the fast and responsive attitude given by employees makes consumers trust and be loyal to services. Dimensions of guarantee, consumers get a guarantee in accordance with the SOP. Dimensions of empathy, consumers feel very helped by the services provided. But it is better for employees to use identification, pay attention to health protocols, and provide queue numbers.

Keywords: Public Service, Service Quality, Special Express Post Delivery