PT. Pos Indonesia merupakan sebuah Badan Usaha Milik Negara (BUMN) Indonesia yang bergerak di bidang jasa pelayanan lalu lintas berita, uang, barang dengan memiliki jaringan pelayanan terbesar dan tersebar di seluruh pelosok tanah air.  Bertambahnya jumlah jasa pengiriman barang swasta yang bermunculan saat ini mendorong PT. Pos Indonesia sebagai jasa pengiriman barang berupa surat dan paket untuk lebih meningkatkan dan juga menjaga kualitas pelayanan kepada pelanggan. Dalam mengukur tingkat kualitas pelayanan digunakan lima indikator yaitu bukti langsung (tangible), kehandalan (reliability), ketanggapan (responsiveness), jaminan (assurance) dan empati (emphaty).

Metode analisis yang digunakan adalah Importance Performance Analysis (IPA) dengan jumlah responden sebanyak 245 pelanggan. Hasil penelitian menunjukkan bahwa kualitas pelayanan pengirim surat & paket layanan ritel dalam kategori sangat memuaskan yaitu dengan nilai rata-rata tingkat kesesuaian sebesar 89,33%. Kualitas pelayanan pengiriman surat ekspress, surat kilat khusus, surat biasa, surat EMS, surat registered, paket ekspress, paket kilat khusus, paket biasa dan paket registered masuk dalam kategori sangat memuaskan sedangkan untuk pengiriman paket EMS masuk dalam kategori memuaskan.

Kata Kunci : Kualitas Pelayanan, Importance Performance Analysisi  (IPA), Surat & Paket Pos, Kepuasan Pelanggan.

PT. Pos Indonesia is an Indonesian State-Owned Enterprice (BUMN) that is enganged in the news traffic, money, goods, by having the largest service network and spread throughout the country. The increase number of freight forwarding service that are currently popping up has encouraged PT. Pos Indonesia as a freight forwarding service in the form of letters and packages to improve and also keep the quality of services for customers. In measuring the level of service quality, it use five indicator that is tangible, reliability, responsiveness, assurance, emphaty.

The analytical method used is the Importance Performances Analysis (IPA) with a total of 245 customers. The results showed that the quality of service delivery of mail and retail service package in a very satisfying category with the average value of the suitability of 89,33%. the quality of service for express mail delivery, kilat khusus mail, biasa mail, EMS mail, registered mail, express packages, kilat khusus packages, biasa packages, and packages registered are included in the very satisfying category while for EMS package delivery is included in the satisfying category.

Key word : Service Quality, Importance Performance Analysisi (IPA), Mail and Pos Package, Customer Satisfaction.