JOSIRIZ, FOTINUS WAHYUDI (2024) KUALITAS PELAYANAN JASA KEUANGAN FUND DISTRIBUTION DAN BANK CHANNELING PADA PT. POS INDONESIA (PERSERO) CABANG UTAMA SURABAYA 60000. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
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Abstract
Main Branch Office (KCU) Surabaya 60000 is a central post office in Surabaya that provides postal services in the form of courier services, logistics and financial services. Currently, competition for postal service providers is growing. Assessment of the quality of service from postal service users at KCU Surabaya 60000 also shows evidence that the services provided have not fully brought satisfaction to each service user. In order to maintain the existence of KCU Surabaya which is part of a BUMN, PT Pos is trying to develop all types of services optimally by paying attention to service quality, one of which is the postal financial services provided by KCU Surabaya 60000, namely Fund Distribution and Bank Channeling. The purpose of the study was to analyze and describe the quality of financial services Fund Distribution and Bank Channeling at PT Pos Indonesia (Persero) Surabaya 60000 main branch. This type of research is descriptive qualitative. Data collection techniques through observation, interviews, and documentation. Data analysis techniques include data collection, data reduction, data presentation and conclusion drawing. The theory used is the theory of service quality Zeithaml, Parasuraman and Berry which consists of: Tangible, Reability, Responsiveness, Assurance, and Empathy. The results showed that the quality of financial services Fund distribution and Bank channeling at PT Pos Indonesia Main Branch Surabaya 60000 can be said to be good or already qualified, because each assessment dimension has been achieved and provides a sense of satisfaction to each service user. However, there are several notes, namely about employees who have not used identification and also the queuing system at the Bank channeling service which is not consistently used.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) > JF1338-2112 Public administration J Political Science > JF Political institutions (General) > JF20-2112 Political institutions and public administration |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | FOTINUS WAHYUDI JOSIRIZ | ||||||||
| Date Deposited: | 22 May 2024 07:11 | ||||||||
| Last Modified: | 22 May 2024 07:11 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/22912 |
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