Analisis Kepuasan Pelanggan Terhadap Pelayanan PT. POS Indonesia (Persero) Cabang Ambon Menggunakan Metode Servqual dan Lexicon Based
Abstract: PT. POS Indonesia
(Persero) Ambon Branch is one company that is engaged in the field of services
is always trying to provide the best service to the community. With the
competition being so tight tight, it should the company to do is continue to keep
customers want and remain faithful to use his services. The purpose of this
study is to find customer satisfaction of services provided from post office
Ambon branch through the questionnaire data. This research uses a servqual
model and lexicon based method. Servqual model is a method of descriptive
models that describe the level of customer satisfaction. Servqual model consist
of five servqual dimension and GAP analysis. Lexicon based method is a simple
method for analysis of the questionnaire data to the reality of service that
perceived by customers. The results of this paper will be used to make post
office aware of their customer satisfaction and also to identify wich part of
the services needs to be improved.
Penulis: Febrilien Matresya
Matulatuwa
Kode Jurnal: jptinformatikadd170225
