KINERJA PELAYANAN PT. POS INDONESIA (PERSERO) KABUPATEN SRAGEN

Abstract

This study aims to analyze the performance of services by PT. Pos Indonesia (Persero)
Sragen. Indicators that can be measured by reference to some concept of performance:
Productivity, Quality layananan, Responsiveness, Responsibility and akuntabelitas that are
found to improve the performance of the service. The method used is descriptive qualitative.
Sampling was done by purposive sampling technique. The data used are primary data and
secondary data. The technique of collecting data through interviews, observation and
documentation. Service Performance PT research results. Pos Indonesia (Persero) Sragen
rated poorly in service of the public service users, evidence: first productivity seen from the
decline in the average type of product in the year 2012 in this case because foreign
competition is more competent. The second orientation to the Customer Service Quality form
of physical facilities in PT. Pos Indonesia (Persero) Sragen damage and lack of facilities
while employees of PT. Pos Indonesia (Persero) Sragen in serving the people less friendly.
Third responsiveness, not yet fully meet the wishes of the people. Responsibility and
accountability PT. Pos Indonesia (Persero) Sragen has served in accordance with the
Minimum Service Standards.
Key word: services; performance; post.