TINGKAT KEPUASAN KONSUMEN UNTUK MENINGKATKAN...
80
TINGKAT KEPUASAN KONSUMEN UNTUK MENINGKATKAN KUALITAS PELAYANAN PADA PT. POS INDONESIA (PERSERO) PALEMBANG LAPORAN AKHIR OLEH: NAMA : MERLIZA HANDAYANI NIM : 23.2008.003 UNIVERSITAS MUHAMMADIYAH PALEMBANG FAKULTAS EKONOMI PROGRAM DIPLOMA III MANAJEMEN PEMASARAN 2011
Transcript of TINGKAT KEPUASAN KONSUMEN UNTUK MENINGKATKAN...
TINGKAT KEPUASAN KONSUMEN
UNTUK MENINGKATKAN KUALITAS PELAYANAN
PADA PT. POS INDONESIA (PERSERO) PALEMBANG
LAPORAN AKHIR
O L E H :
NAMA : M E R L I Z A HANDAYANI
NIM : 23.2008.003
UNIVERSITAS MUHAMMADIYAH PALEMBANG
FAKULTAS EKONOMI
PROGRAM DIPLOMA I I I MANAJEMEN PEMASARAN
2011
TINGKAT KEPUASAN KONSUMEN
UNTUK MENINGKATKAN KUALITAS PELAYANAN
PADA PT. POS INDONESIA (PERSERO) PALEMBANG
LAPORAN AKHIR
Untuk memenuhi salah satu persyaratan memperoleh gclar
AhiiMadya (A.M<I)
UNIVERSITAS MUHAMMADIYAH PALEMBANG
FAKULTAS EKONOMI
PROGRAM DIPLOMA III MANAJEMEN PEMASARAN
2011
SURAT P E R N Y A T A A N
S a y a y a n g b e r t a n d a t a n g a n d i b a w a h i n i :
N a m a : M e r l i z a H a n d a y a n i
N i m : 2 3 . 2 0 0 8 . 0 0 3
A l a m a t : J l . D a m a r B l o k D 7 / 7 A P e r i n d u s t r i a n 2 l C m . 9 S u k a r a m i
P a l e m b a n g
M e n y a t a k a n d e n g a n s e s u n g g u h n y a , b a h w a s a y a t e l a h m e n y e l e s a i k a n l u g a s
m e n u l i s L a p o r a n A k h i r u n t u k m e m e n u h i s a l a h s a t u s y a r a t g u n a m e m p e r o l e h g e l a r
A h l i M a d y a P e m a s a r a n d a r i P r o g r a m D - I I I M a n a j e m e n P e m a s a r a n F a k u l t a s
E k o n o m i U n i v e r s i t a s M u h a m m a d i y a h P a l e m b a n g .
P e n u l i s a n L a p o r a n A k h i r t e r s e b u t b e t u l - b e t u l s a y a s e l e s a i k a n s e n d i r i d i
b a w a h p e n g a r a h a n p e m b i m b i n g , d a n t i d a k m e n j i p l a k . A p a b i l a d i k e m u d i a n h a r i
t e r b u k t i b a h w a L a p o r a n A k h i r t e r s e b u t s a y a l a k u k a n d e n g a n m e n j i p l a k k a r y a t u l i s
o r a n g l a i n , m a k a s a y a b e r s e d i a m e n e r i m a s a n k s i b e r d a s a r k a n h u k u m y a n g
b e r l a k u . D e m i k i a n p e r n y a t a a n i n i s a y a b u a t d e n g a n u n t u k d i g u n a k a n s c b a g a i m a n a
m e s t i n y a .
Y a n g M e m b e r i k a n P e r n y a t a a n ,
Universitas Muhammadiyah Palembang Fakultas Ekonomi
Program Diploma 111 Manajemen Pemasaran
LAPORAN AKHIR
J U D U L TINGKAT KEPUASAN KONSUMEN UNTUK MENIGKATKAN KUALITAS PELAYANAN PADA PT. POS INDONESIA (PERSERO) PALEMBANG
N a m a : M e r l i z a H a n d a y a n i
N I M : 2 3 2 0 0 8 0 0 3
F a k u l t a s E k o n o m i
P r o g r a m D i l i : M a n a j e m e n P e m a s a r a n
P o n l b i m b i n g I
( E r v i t a S a q t r i , S . E . , M . S i
Diterima dan Disyahkan Pada Tanggal A^m^''^..2Q^\.
P e m b i m b i n g I I
( P p W a d i , S . E . , M . S i
M e n g e t a h u i D e k a n
U b . K c t u a P r o g r a m D - I I I
( M . T a u f i q S y a m s u d d i n , S . E . A k . . M . S i )
Universitas Muhammadiyah Palembang Fakultas Ekonomi
Program Diploma II I Manajemen Pemasaran
LAPORAN AKHIR
JUDUL
N a m a
N I M
F a k u l t a s
P r o g r a m D - i l l
T a n g g a l U j i a n
: TINGKAT KEPUASAN KONSUMEN UNTUK MENINGKATKAN KUALITAS PELAYANAN PADA PT. POS INDONESIA (PERSERO) PALEMBANG
M e r l i z a H a n d a y a n i
: 2 3 2 0 0 8 0 0 3
: E k o n o m i
: M a n a j e m e n P e m a s a r a n
: 2 8 F e b r u a r i 2 0 1 1
Diterima dan Disyahkan Tim Penguji
K e t u a : A m i z a N i l a w a t i S . E , M . M
A n g g o t a : E r v i t a S a f i t r i S . E , M . S i
A n g g o t a : P u r w a d i S . E , M . S i
Motto : Allah memberikan hikmah kepada siapa yang dikehendaki-NYA, dan
barang siapa yang diberi hikmah, sungguh tclah dibcri kebajikan yang
banyak. Dan tak ada yang mengambil pelajaran kccnali orang-orang yang
berakaL
(Q.S. AkBaqarah : 269).
Sebuah persembahkan untuk:
• Bapak (Aim) dan Umak tercinta
• Saudara-saudaraku ( y' meri, k' aspan, adi, k̂ indra dan y* ipi...
• Serta orang yang mencintaiku
• Almamaterku
UCAPAN TERIMA KASIH
Assalammu^alaikum. Wr. Wb
S e g a l a p u j i s y u k u r p e n u l i s p a n j a l k a n k e h a d i r a t A l l a h S W T , a t a s b e r k a t
R a h m a t d a n H i d a y a h - N Y A p e n u l i s d a p a t m e n y e l e s a i k a n l a p o r a n a k h i r i n i y a n g
b e r j u d u l t i n g k a t k e p u a s a n k o n s u m e n u n t u k m e n i n g k a t k a n k u a l i t a s p e i a y a n a n p a d a
P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g . P e n u l i s j u g a m e n g u c a p k a n t e r i m a k a s i h
k e p a d a B a p a k H a i t a m i ( A i m ) d a n I b u M a s l i a n a h s e b a g a i o r a n g t u a y a n g
s e n a n t i a s a b e r d o ' a u n t u k p e r u b a h a n d a n k e b e r h a s i l a n k u . D a l a m p e n u l i s a n l a p o r a n
i n i p e n u l i s m e n d a p a t k a n b a n t u a n d a r i b e r b a g a i p i h a k b e r u p a b i m b i n g a n , p e t u n j u k ,
s a r a n d a n m a s u k a n s e r t a d a t a l i s a n d a n t u l i s a n . P a d a k e s e m p a t a n i n i p e n u l i s i n g i n
m e n g u c a p k a n b a n y a k t e r i m a k a s i h k e p a d a :
1 . B a p a k D r s . H . I d r i s , S . E , M . S i s e l a k u R e k t o r U n i v e r s i t a s M u h a m m a d y a h
P a l e m b a n g .
2 . B a p a k D r s . H . R o s y a d i , S . E , M . M s e l a k u D e k a n U n i v e r s i t a s
M u h a m m a d y a h P a l e m b a n g F a k u l t a s E k o n o m i .
3 . B a p a k M . T a u f i q S y a m s u d d i n , S . E , A k , M . S i s e l a k u P e m b a n t u D e k a n 1
F a k u l t a s E k o n o m i U n i v e r s i t a s M u h a m m a d y a h P a l e m b a n g .
vii
4 . I b u J u a i r i a h S . E , M . S i s e l a k u s e k r e t a r i s p r o g r a m D i p l o m a 111 F a k u l t a s
E k o n o m i U n i v e r s i t a s M u h a m m a d y a h P a l e m b a n g .
5 . I b u E r v i t a S a f i t r i S . E , M . S i s e l a k u P e m b i m b i n g 1 y a n g s u d a h
m e m b i m b i n g , m e m b e r i a r a h a n y a n g s a n g a t b e r g u n a b a g i p e n u l i s d a l a m
p e n y u s u n a n l a p o r a n a k h i r .
6 . B a p a k P u r w a d i S . E , M . S i s e l a k u P e m b i m b i n g 11 y a n g j u g a s u d a h
m e m b i m b i n g , m e m b e r i a r a h a n y a n g s a n g a t b e r g u n a b a g i p e n u l i s d a l a m
p e n y u s u n a n l a p o r a n a k h i r i n i .
7 . I b u M a r d i a n a P u s p a s a r i S . E , M . S i s e l a k u p e m b i m b i n g m a g a n g y a n g j u g a
b a n y a k m e m b a n t u p e n u l i s d a l a m m e n y e l e s a i k a n l a p o r a n i n i .
8 . P i m p i n a n d a n s e l u r u h s t a f P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g y a n g
t e l a h b a n y a k m e m b a n t u p e n u l i s a n l a p o r a n a k h i r i n i .
9 . B a p a k H a s p a n F i k r i S p y a n g t e l a h b a n y a k m e m b a n t u s e r t a m e m b e r i k a n
k e s e m p a t a n k e p a d a p e n u l i s d a l a m m e n y e l e s a i k a n l a p o r a n i n i .
1 0 . S a h a b a t - s a h a b a t k e c i l k u L i e , I k h a d a n V i t ( L l V l ) d a n D E A ( D e d i , E y d a n
A n g g a ) y a n g s e l a l u m e m b e r i k a n s e m a n g a t d a l a m p e n y e l e s a i a n l a p o r a n i n i .
U . S p e s i a l b u a t Y u d h a I r a w a n A . M d y a n g s e l a l u m e m b e r i k a n s e m a n g a t d a n
m o t i v a s i d a l a m p e n y e l e s a i a n l a p o r a n a k h i r i n i .
1 2 . S e l u r u h p i h a k y a n g t i d a k d a p a t d i s e b u t k a n s a t u p e r s a t u y a n g j u g a t u r u t
m e m b a n t u d a n m e m b e r i k a n b i m b i n g a n d a l a m p e n y e l e s a i a n l a p o r a n a k h i r
i n i .
vMi
D e m i k i a n l a h u c a p a n t e r i m a k a s i h i n i k e p a d a s e m u a o r a n g y a n g t e l a h
m e m b a n t u m e n g a r a h k a n , m e m b e r i s a r a n , d a n d o ' a s e h i n g g a d a p a t m e n y e l e s a i k a n
p e n u l i s a n l a p o r a n a k h i r i n i .
Wassalammu'alaikum, Wr. Wb
P a l e m b a n g , J a n u a r i 2 0 1 1
P e n u l i s
ix
A B S T R A K
Merliza handayani / 23.2008/003/ Tingkat Kepuasan Konsumen Untuk Meningkatkan Kualitas Peiayanan Pada PT. Pos Indonesia (Persero) Palembang.
R u m u s a n m a s a l a h d a l a m p e n e l i t i a n i n i a d a l a h b a g a i m a n a t i n g k a t k e p u a s a n k o n s u m e n u n t u k m e n i n g k a t k a n k u a l i t a s p e i a y a n a n P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g . T e m p a t p e n e l i t i a n d i l a k u k a n b e r a l a m a t d i J a l a n M e r d e k a N o . 3 P a l e m b a n g . J e n i s p e n e l i t i a n y a n g d i g u n a k a n a d a l a h p e n e l i t i a n s u r v e y . O p e r a s i o n a l v a r i a b e l d a l a m p e n e l i t i a n i n i a d a l a h k e p u a s a n k o n s u m e n d a n k u a l i t a s p e i a y a n a n . M e t o d e y a n g d i g u n a k a n d a l a m p e n g a m b i l a n s a m p e l p a d a p e n e l i t i a n i n i a d a l a h Assidental Sampling. D a t a y a n g d i g u n a k a n d a l a m p e n e l i t i a n i n i a d a l a h k u e s i o n e r d a n d o k u m e n t a s i . M e t o d e y a n g d i g u n a k a n a d a l a h a n a l i s i s k u a l i t a t i f d a n a n a l i s i s k u a n t i t a t i f .
H a s i l p e n e l i t i a n t i n g k a t k e p u a s a n k o n s u m e n u n t u k m e n i n g k a t k a n k u a l i t a s p e i a y a n a n p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g a d a l a h k o n s u m e n m e r a s a t i d a k p u a s d a r i k e e m p a t i n d i k a t o r y a n g d i a n a l i s i s d a n u n t u k i t u P T . P o s I n d o n e s i a ( P e r s e r o ) h a r u s m e n i n g k a t k a n k u a l i t a s p e l a y a n a n n y a .
Kata kunci : K u a l i t a s P e i a y a n a n
A B S T R A C T
Merliza Handayani /23.2008.003/ the level of consumer satisfaction to improve quality service at PT. Pos Indonesia (Persero) Palembang.
P r o b l e m f o r m u l a t i o n i n t h e w r i t i n g t h i s s t u d y i s h o w t h e l e v e l o f c o n s u m e r s a t i s f a c t i o n t o i m p r o v e q u a l i t y o f s e r v i c e P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g . T h i s s t u d y u s e d s u r v e y r e s e a r c h . T h i s s t u d y c o n d u c t e d i n P a l e m b a n g e x a c t l y o n J l . M e r d e k a N o . 3 P a l e m b a n g . O p e r a t i o n a l v a r i a b l e s w e r e c u s t o m e r s a t i s f a c t i o n a n d q u a l i t y s e r v i c e .
T h e t e c h n i q u e o f c o l l e c t i n g d a t a i n t h i s s t u d y w a s a c c i d e n t a l s a m p l i n g . T h e d a t a u s e d i n t h i s s t u d y w e r e q u e s t i o n n a i r e s a n d d o c u m e n t a t i o n . T h e m e t h o d s o f a n a l y s i s u s e d w e r e q u a l i t a t i v e a n d q u a n t i t a t i v e a n a l y s i s .
T h e r e s e a r c h r e s u l t e d i n t h e l e v e l o f c o n s u m e r s a t i s f a c t i o n t o i m p r o v e q u a l i t y s e r v i c e a t P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g w a s t h e c o n s u m e r s d i d n o t f e e l s a t i s f i e d o f t h e f o u r i n d i c a t o r s h a v e a n a l y z e d a n d P T . P o s I n d o n e s i a ( P e r s e r o ) m u s t i m p r o v e i t s q u a l i t y s e r v i c e t o c u s t o m e r .
Key words: Q u a l i t y Service
J u d u l P e n e l i t i a n : T i n g k a t K e p u a s a n K o n s u m e n U n t u k M e n i n g k a t k a n K u a l i t a s
P e i a y a n a n P a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g
PRAKATA
Assalamu^alaikum Wr. Wb
S y u k u r A l h a m d u l i l l a h b e r k a t r a h m a t A l l a h S W T , p e n u l i s a n l a p o r a n i n i d a p a t d i s e l e s a i k a n t e p a t p a d a w a k t u n y a s e t e l a h b e r u l a n g k a l i d i k o r e k s i o l e h p e m b i m b i n g l a p o r a n s a m p a i l a p o r a n i n i d i t e r i m a . D a r i k o r e k s i - k o r e k s i t e r s e b u t m u d a h - m u d a h a n p e r b a i k a n y a n g p e n u l i s l a k u k a n l e b i h m e n y e m p u r n a k a n h a s i l p e n e l i t i a n i n i .
P e r s a i n g a n y a n g a d a d a l a m m a s y a r a k a t u s a h a (business) t i d a k h a n y a p a d a s e g i m u t u d a n j u m l a h t e t a p i j u g a d a l a m h a l l a y a n a n . M e m p e r h a t i k a n p e r a n l a y a n a n y a n g s e m a k i n m e n o n j o l m a k a t i d a k l a h h e r a n a p a b i l a m a s a l a h l a y a n a n s e r i n g k a l i d i b i c a r a k a n , b a i k o l e h m a s y a r a k a t a t a u m a n a j e m e n i t u s e n d i r i s e c a r a k h u s u s m a u p u n d a l a m k e g i a t a n o r g a n i s a s i . O l e h k a r e n a i t u , p e n u l i s m e l a k u k a n p e n e l i t i a n y a n g b e r j u d u l t i n g k a t k e p u a s a n k o n s u m e n u n t u k m e n i n g k a t k a n k u a l i t a s p e i a y a n a n k o n s u m e n p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g . D a l a m p e n u l i s a n l a p o r a n i n i d i b a g i m e n j a d i l i m a B A B . B A B p e r t a m a : d i j a b a r k a n t e n t a n g l a t a r b e l a k a n g m a s a l a h , r u m u s a n m a s a l a h , t u j u a n d a n m a f a a t p e n e l i t i a n . B A B k e d u a : d i t u l i s d a s a r t e o r i - t e o r i y a n g r e l e v a n d e n g a n p o k o k p e n n a s a l a h a n . S e l a n j u t n y a d i u r a i k a n c a r a - c a r a p e n e l i t i a n y a n g d i s a j i k a n d a l a m B A B k e t i g a s c b a g a i m e t o d e p e n e l i t i a n . D a t a d a n p e m b a h a s a n h a s i l p e n e l i t i a n d i u r a i k a n d a l a m B A B k e c m p a t p a d a l a p o r a n i n i , s e b a g a i p e n u t u p , d i t a m p i l k a n p a d a B A B l i m a s e b a g a i s i m p u l a n d a r i l a p o r a n i n i .
A k h i r n y a p e n e l i t i a n i n i h a n y a s e b u a h a w a l , m u d a h - m u d a h a n d a p a t d i l a n j u t k a n d e n g a n p e n e l i t i a n y a n g l e b i h m e n d a l a m p a d a s e l a n j u t n y a . l i n g k u n g a n t e r u s b e r u b a h d a n p e r u b a h a n n y a t e n t u g a g a s a n y a n g b e r l a n j u t .
Wassalamu'alaikum.Wr.Wb
P a l e m b a n g , J a n u a r i 2 0 1 1
P e n u l i s
DAFTAR ISI
HALAMAN
HALAMAN JUDUL i
SURAT PERNYATAAN "»
HALAMAN PENGESAHAN LAPORAN AKHIR iv
HALAMAN PENGESAHAN UJIAN AKHIR v
HALAMAN MOTTO DAN PERSEMBAHAN vi
UCAPAN TERIMA KASIH vii
ABSTRAK X
ABSTRACT xi
PRAKATA xii
DAFTAR ISI xiii
DAFTAR T A B E L xv
DAFTAR LAMPIRAN xvi
BAB IPENDAHULUAN
A . L a t a r B e l a k a n g M a s a l a h 1
B . R u m u s a n M a s a l a h 7
C . T u j u a n P e n e l i t i a n 7
D . M a n f a a t P e n e l i t i a n 7
BAB II KAJIAN PUSTAKA
A . P e n e l i t i a n S e b e l u m n y a 8
B . L a n d a s a n T e o r i 9
1 . D e f i n i s i K e p u a s a n P e l a n g g a n 9
2 . T e o r i K e p u a s a n P e l a n g g a n 11
xiii
3 . M e t o d e d a n T e h n i k K e p u a s a n P e l a n g g a n 1 2
4 . P e n g e r t i a n d a n K o n s e p K u a l i t a s P e i a y a n a n 1 4
5 . P e i a y a n a n S e b a g a i P r o s e s 1 7
6 . F a k t o r S a r a n a P e i a y a n a n 1 9
7 . T u j u a n M e m b e r i k a n P e i a y a n a n 2 0
BAB III METODE PENELITIAN
A . T e m p a t P e n e l i t i a n 2 1
B. J e n i s P e n e l i t i a n 2 1
C . O p e r a s i o n a l V a r i a b e l 2 2
D . M e t o d e P e n g a m b i l a n S a m p e l 2 3
E . D a t a Y a n g D i g u n a k a n 2 3
F . C a r a P e n g u m p u l a n D a t a 2 4
G . M e t o d e A n a l i s i s 2 5
BAB IV PEMBAHASAN LAPORAN A K H I R
A . G a m b a r a n T e m p a t P e n e l i t i a n 2 7
B . D e s k r i p s i D a t a 3 3
C . P e m b a h a s a n H a s i l P e n e l i t i a n 3 9
1 . P e n i l a i a n k o n s u m e n t e r h a d a p k i n e r j a n y a t a
p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g 3 9
2 . P e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n
p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g 4 4
BAB V SIMPULAN 5 3
DAFTAR PUSTAKA
xiv
DAFTAR T A B E L
Tabel Judul Halaman
IV. 1 Karakteristik Responden Berdasarkan Jenis Kelamin 34
IV.2 Karakteristik Responden Berdasarkan Usia 3 5
IV.3 Karakteristik Responden Berdasarkan Tingkat Pendidikan 3 6
IV.4 Karakteristik Responden Berdasarkan Pekerjaan 3 7
IV.5 Karakteristik Responden Berdasarkan Penghasilan 3 8
IV.6 Penilaian Konsumen Terhadap Kinerja Penyediaan Fasilitas 3 9
IV.7 Penilaian Konsumen Terhadap Kinerja Kebersihan 40
IV.8 Penilaian Konsumen Terhadap Kinerja Kualitas Jasa 41
IV.9 Penilaian Konsumen Terhadap Kinerja Keramahan 4 2
IV.IO Rekapitulasi Penilaian Konsumen Terhadap Kinerja (PP) 4 3
I V . l l Penilaian Konsumen Terhadap Harapan Penyediaan Fasilitas 4 4
1V.12 Penilaian Konsumen Terhadap Harapan Kebersihan 45
IV.13 Penilaian Konsumen Terhadap Harapan Kualitas Jasa 46
IV.14 Penilaian Konsumen Terhadap Harapan Keramahan 4 7
IV.15 Rekapitulasi Penilaian Konsumen Terhadap Harapan (EX 4 8
IV.16 Perhitungan Indeks Kepuasan Pelanggan (IKP) 4 9
X V
DAFTAR LAMPIRAN
Lampiran Judul
1 S e r t i f i k a t M a g a n g
2 S u r a t R i s e t P e n e l i t i a n
3 K a r t u B i m b i n g a n L a p o r a n A k h i r
4 D a f t a r P e r t a n y a a n ( K u e s i o n e r )
5 S e r t i f i k a t M c m b a c a A l - Q u r a n
6 S e r t i f i k a t T o e f e l
xvi
BAB I
PENDAHULUAN
A. Latar Belakang Masalah
M e m a s u k i e r a p e r d a g a n g a n b e b a s , s e t i a p p e r u s a h a a n m e n g h a d a p i
p e r s a i n g a n y a n g k e t a t . M e n i n g k a t n y a i n t e n s i t a s p e r s a i n g a n d a r i p e s a i n g m e n u n t u t
p e r u s a h a a n u n t u k s e l a l u m e m p e r h a t i k a n k e b u t u h a n d a n k e i n g i n a n k o n s u m e n s e r t a
b e r u s a h a m e m e n u h i h a r a p a n k o n s u m e n d e n g a n c a r a m e m b e r i k a n p e i a y a n a n y a n g
l e b i h m e m u a s k a n d a r i p a d a y a n g d i l a k u k a n o l e h p e s a i n g . B e r b a g a i s t r a t e g i
d i g u n a k a n o l e h p e r u s a h a a n u n t u k t e r u s d a p a t m e n i n g k a t k a n k u a l i t a s b a i k d i l i h a t
d a r i s e g i f i n a n s i a l y a i t u l a b a y a n g d i h a r a p k a n m a k s i m a l a t a u p u n p e r s o n a l s k i l l
a t a u k e m a m p u a n u n t u k d a p a t b e r a d a d a l a m l i n g k u n g a n p e r s a i n g a n . D a n u n t u k
d a p a t m e n i n g k a t k a n a p a y a n g d i i n g i n k a n , k i t a h a r u s m e n g e t a h u i u s a h a a t a u
s t r a t e g i a p a y a n g h a r u s d i l a k u k a n .
P e r s a i n g a n y a n g a d a d a l a m b i s n i s (business) t i d a k h a n y a d i l i h a t d a r i s e g i
m u t u t a p i j u g a d a l a m h a l l a y a n a n . D a l a m h a l t e r a k h i r i n i l a h p e r s a i n g a n m a k i n
m e n i n g k a t d e n g a n p e n g e n a l a n s i s t e m l a y a n a n b a r u y a n g s e r b a c e p a t .
M e m p e r h a t i k a n p e r a n l a y a n a n y a n g s e m a k i n m e n o n j o l m a k a t i d a k l a h h e r a n
a p a b i l a m a s a l a h l a y a n a n m e n d a p a t p e r h a t i a n b e s a r d a n s e r i n g k a l i d i b i c a r a k a n ,
b a i k o l e h m a s y a r a k a t m a u p u n p i h a k m a n a j e m e n i t u s e n d i r i b a i k s e c a r a k h u s u s
m a u p u n d a l a m k e g i a t a n s u a t u o r g a n i s a s i a t a u p e r u s a h a a n .
1
2
S a l a h s a t u f a k t o r y a n g m e n e n t u k a n t i n g k a t k e b e r h a s i l a n d a n k u a l i t a s
p e r u s a h a a n , a d a l a h k e m a m p u a n p e r u s a h a a n d a l a m m e m b e r i k a n p e i a y a n a n k e p a d a
p e l a n g g a n . K e b e r h a s i l a n p e r u s a h a a n d a l a m m e m b e r i k a n l a y a n a n y a n g b e r k u a l i t a s
k e p a d a p a r a p e l a n g g a n n y a , p e n c a p a i a n p a n g s a p a s a r y a n g t i n g g i , s e r t a
p e n i n g k a t a n l a b a p e r u s a h a a n t e r s e b u t s a n g a t d i t e n t u k a n o l e h p e n d e k a t a n y a n g
d i g u n a k a n . K o n s e k u e n s i a t a s p e n d e k a t a n k u a l i t a s j a s a s u a t u p r o d u k m e m i l i k i
e s e n s i p e n t i n g b a g i s t r a t e g i p e r u s a h a a n u n t u k m e m p e r t a h a n k a n d i r i d a n m e n c a p a i
k e s u k s e s a n d a l a m m e n g h a d a p i p e r s a i n g a n .
P e i a y a n a n a d a l a h k u n c i k e b e r h a s i l a n d a l a m b e r b a g a i u s a h a a t a u k e g i a t a n
y a n g b e r s i f a t j a s a . P e r a n a n n y a s a n g a t b e r p e n g a r u h d a n b e r s i f a t m e n e n t u k a n
m a n a k a l a d a l a m k e g i a t a n - k e g i a t a n j a s a d i m a s y a r a k a t i t u t e r d a p a t k o m p e t i s i d a l a m
u s a h a n y a m e r e b u t p e l a n g g a n . D e n g a n a d a n y a k o m p e t i s i i t u a k a n m e n i m b u l k a n
d a m p a k p o s i t i f d a l a m s u a t u o r g a n i s a s i a t a u p e r u s a h a a n , m e r e k a b e r s a i n g d a l a m
p e l a k s a n a a n l a y a n a n , m e l a l u i b e r b a g a i c a r a , t e h n i k d a n m e t o d e y a n g d a p a t
m e n a r i k l e b i h b a n y a k o r a n g m e n g g u n a k a n d a n m e m a k a i j a s a y a n g d i t a w a r k a n
o l e h o r g a n i s a s i a t a u p e r u s a h a a n t e r s e b u t . P e r u s a h a a n - p e r u s a h a a n j u g a
m e m p e r l u a s t a w a r a n m e r e k a d a l a m u p a y a u n t u k m e n d a p a t k a n p a n g s a p e l a n g g a n
d a n b u k a n s e k e d a r p a n g s a p a s a r . U p a y a p e r b a i k a n s i s t e m k u a l i t a s p e i a y a n a n ,
t e r m a s u k m e n a n g a n i k e l u h a n k o n s u m e n , d i y a k i n i j a u h l e b i h e f e k t i f b a g i
k e b e r l a n g s u n g a n b i s n i s .
P e i a y a n a n h a k i k a t n y a a d a l a h t i n d a k a n a t a u s e r a n g k a i a n k e g i a t a n , o l e h
k a r e n a i t u p e i a y a n a n m e r u p a k a n p r o s e s . S e b a g a i p r o s e s , p e i a y a n a n b e r l a n g s u n g
3
s e c a r a r u t i n d a n b e r k c s i n a m b u n g a n , y a n g m e l i p u t i s e l u r u h o r a n g d a l a m
m a s y a r a k a t . P e i a y a n a n k o n s u m e n b u k a n h a n y a s e k e d a r m e l a y a n i , n a m u n
m e r u p a k a n u p a y a u n t u k m e m b a n g u n s u a t u k e r j a s a m a j a n g k a p a n j a n g d e n g a n
p r i n s i p s a l i n g m e n g u n t u n g k a n d a n p r o s e s n y a d i m u l a i s e j a k s e b e l u m t e i j a d i
t r a n s a k s i h i n g g a t a h a p e v a l u a s i s e t e l a h t r a n s a k s i . L a y a n a n y a n g b a i k a d a l a h
b a g a i m a n a m e n g e r t i k e i n g i n a n k o n s u m e n d a n s e n a n t i a s a m e m b e r i k a n n i l a i
t a m b a h d i m a t a k o n s u m e n .
M a n u s i a s e l a l u b e r u s a h a d a l a m m e m e n u h i k e b u t u h a n h i d u p n y a , b a i k
m e l a l u i a k t i v i t a s s e n d i r i , m a u p u n s e c a r a t i d a k l a n g s u n g m e l a l u i a k t i v i t a s o r a n g
l a i n . A k t i v i t a s a d a l a h s u a t u p r o s e s p e n g g u n a a n a k a l , p i k i r a n , p a n c a i n d e r a d a n
a n g g o t a b a d a n a t a u t a n p a a l a t b a n t u y a n g d i l a k u k a n o l e h s e s e o r a n g u n t u k
m e n d a p a t k a n s e s u a t u y a n g d i i n g i n k a n b a i k d a l a m b e n t u k b a r a n g m a u p u n j a s a .
P r o s e s p e m e n u h a n k e b u t u h a n m e l a l u i a k t i v i t a s o r a n g I a i n y a n g l a n g s u n g i n i l a h
y a n g d i n a m a k a n p e i a y a n a n . L a y a n a n s e b a g a i a k t i v i t a s y a n g b e r l a n g s u n g
b e r u r u t a n d a p a t d i u k u r d a r i s e g i p e n g g u n a a n w a k t u . P e n g u k u r a n i n i p e n t i n g
k a r e n a d a r i p e n g u k u r a n y a n g b e r u l a n g - u l a n g d a p a t d i a m b i l w a k t u r a t a - r a t a y a n g
d i p e r l u k a n m e n y e l e s a i k a n s u a t u r a n g k a i a n a k t i v i t a s ( p r o s e s ) d a n m e n j a d i s t a n d a r .
D e n g a n a d a n y a s t a n d a r , m a n a j e m e n d a p a t m e r e n c a n a k a n , m e l a k s a n a k a n ,
m e n g a w a s i d a n m e n g e v a l u a s i k e g i a t a n p e i a y a n a n a g a r h a s i l a k h i r m e m u a s k a n
p i h a k - p i h a k y a n g m e n d a p a t k a n l a y a n a n .
F a k t o r l a i n y a n g d a p a t m e n d u k u n g d a r i k e g i a t a n p r o s e s l a y a n a n y a i t u
f a k t o r s a r a n a . F a k t o r s a r a n a y a n g d i m a k s u d d i s i n i i a l a h s e g a l a j e n i s p e r a l a t a n .
4
p e r l e n g k a p a n k e r j a d a n f a s i l i t a s l a i n y a n g b e r f l i n g s i s e b a g a i a l a t u t a m a a t a u
m e m b a n t u d a l a m p e l a k s a n a a n p e k e r j a a n d a n j u g a b e r f u n g s i d a l a m r a n g k a
k e p e n t i n g a n o r a n g - o r a n g y a n g s e d a n g b e r h u b u n g a n d e n g a n o r g a n i s a s i a t a u
p e r u s a h a a n k e r j a i t u . F u n g s i s a r a n a p e i a y a n a n t e r s e b u t a n t a r a l a i n m e m p e r c e p a t
p r o s e s p e l a k s a n a a n p e k e r j a a n , s e h i n g g a d a p a t m e n g h e m a t w a k t u , m e n i n g k a t k a n
p r o d u k t i v i t a s b a i k b a r a n g m a u p u n j a s a , l e b i h m u d a h a t a u s e d e r h a n a d a l a m g e r a k
p a r a p e l a k u n y a , m e n i m b u l k a n r a s a k e n y a m a n a n b a g i o r a n g - o r a n g y a n g
b e r k e p e n t i n g a n . O l e h k a r e n a i t u s a r a n a p e i a y a n a n s a n g a t l a h p e n t i n g d i s a m p i n g
p e r a n a n u n s u r m a n u s i a n y a s e n d i r i .
S a l a h s a t u o r g a n i s a s i a t a u p e r u s a h a a n y a n g b e r g e r a k d a l a m b i d a n g
p e i a y a n a n k e p a d a p u b l i k a d a l a h P T . P o s I n d o n e s i a ( P e r s e r o ) y a n g b e r a l a m a t d i
J a l a n M e r d e k a N o . 3 P a l e m b a n g , d i m a n a P T . P o s I n d o n e s i a ( P e r s e r o ) m e r u p a k a n
b a d a n u s a h a m i l i k n e g a r a ( B U M N ) y a n g s i s t e m k e r j a n y a l e b i h c e n d e r u n g
m e l a k u k a n t r a n s a k s i s e p e r t i h a l n y a l a y a n a n B a n k . P T . P o s I n d o n e s i a ( P e r s e r o )
t i d a k h a n y a d a p a t k i t a t e m u i d i p u s a t - p u s a t p e r k o t a a n t a p i s u d a h m e r a m b a h
k e b e r b a g a i d a e r a h . S e b a g a i B U M N , P T . P o s I n d o n e s i a ( P e r s e r o ) b e r k o m i t m e n
u n t u k m e m b e r i k a n p e i a y a n a n t e r b a i k n y a k e p a d a m a s y a r a k a t . P e i a y a n a n y a n g
k h a s , d i b e r i k a n P T . P o s I n d o n e s i a ( P e r s e r o ) m e l a l u i p e n g e m b a n g a n p r o d u k y a n g
d i s e s u a i k a n d e n g a n k e b u t u h a n d a n k a r a k t e r i s t i k m a s y a r a k a t I n d o n e s i a . S a l a h s a t u
k e b u t u h a n p e n t i n g u n t u k m e n u n j a n g p e r t u m b u h a n d u n i a u s a h a t e r s e b u t a d a l a h
m e m b e r i k a n d u k u n g a n d a l a m k e l a n c a r a n l a l u l i n t a s i n f o r m a s i , d o k u m e n , b a r a n g
d a n u a n g s e r t a d a l a m h a l b e n t u k p e i a y a n a n y a n g d i b e r i k a n s e b e l u m p a d a a k h i r n y a
m e l a k u k a n t r a n s a k s i .
5
K e g i a t a n p r o d u k s i , p e n j u a l a n , p e n d i s t r i b u s i a n , p e n e t a p a n h a r g a ,
m e l a k u k a n p r o m o s i , p e r i k l a n a n a d a l a h b e n t u k k e g i a t a n - k e g i a t a n y a n g d i l a k u k a n
j u g a o l e h P T . P o s I n d o n e s i a ( P e r s e r o ) . A k a n t e t a p i s e l a i n d a r i k e g i a t a n - k e g i a t a n
y a n g t e l a h d i s e b u t k a n , m a s i h b a n y a k h a l y a n g p e r l u d i p e r h a t i k a n d a l a m
m e n i n g k a t k a n k u a l i t a s d a r i k e g i a t a n p e m a s a r a n P T . P o s I n d o n e s i a ( P e r s e r o )
t e r s e b u t . S e l a i n m e n e n t u k a n m u t u d a n k e i s t i m e w a a n p r o d u k , m e n e t a p k a n h a r g a ,
m e n e n t u k a n s a l u r a n d i s t r i b u s i , m e m u t u s k a n b a g a i m a n a m e m b a g i s u m b e r d a y a ,
t e n a g a p e n j u a l a n d a n a l a t - a l a t p e m a s a r a n l a i n . S a l a h s a t u s t r a t e g i y a n g d a p a t
d i g u n a k a n i a l a h d e n g a n m e n e t a p k a n p e i a y a n a n y a n g d i p e r l u k a n d a n
m e n i n g k a t k a n k u a l i t a s p e l a y a n a n n y a b u k a n h a n y a t e n t a n g b a g a i m a n a c a r a k i t a
m e n g h a d a p i k o n s u m e n , m e l a i n k a n b a n y a k h a l y a n g h a r u s d i p e r h a t i k a n s e p e r t i
l e b i h m e m p e r h a t i k a n k u a l i t a s p r o d u k y a n g d i h a s i l k a n , p e n g e t a h u a n t e n t a n g
p r o d u k y a n g d i h a s i l k a n , k e c a k a p a n b e r k o m u n i k a s i p a d a saa t m e n g h a d a p i
k o n s u m e n , d a n k e s o p a n a n s e r t a k e r a m a h a n d a l a m m e l a y a n i k o n s u m e n .
T e r k a d a n g m a s i h b a n y a k k a r y a w a n y a n g k u r a n g m e m p e r h a t i k a n h a l - h a l
t e r s e b u t d a n i t u b i s a k i t a l i h a t d a r i k e s e h a r i a n s e o r a n g k a r y a w a n d a l a m
m e n g h a d a p i k o n s u m e n . D i m a n a s e o r a n g k a r y a w a n b e r s i k a p a c u h k e p a d a
k o n s u m e n , m e l a y a n i t a n p a m e m p u n y a i p e n g e t a h u a n t e n t a n g p r o d u k y a n g
d i h a s i l k a n , t i d a k a d a n y a k e s o p a n a n s e r t a k e r a m a h a n d a l a m m e n g h a d a p i
k o n s u m e n , b e r b i c a r a s e m a u n y a p a d a saa t m e l a y a n i k o n s u m e n d a n I a i n - l a i n .
P e i a y a n a n y a n g d i b e r i k a n o l e h P T . P o s I n d o n e s i a ( p e r u s a h a a n y a n g
b e r g e r a k d a l a m b i d a n g p e i a y a n a n d a n p e m a s a r a n ) k e p a d a k o n s u m e n b e l u m l a h
6
m a k s i m a l . K a r y a w a n s e n d i r i h a n y a m e n g a n g g a p p e i a y a n a n a d a l a h s e k e d a r b e n t u k
t a m b a h a n y a n g d i b e r i k a n d a n b e r a n g g a p a n b a h w a p r o d u k a d a l a h h a l y a n g
t e r p e n t i n g d a r i a k t i v i t a s y a n g d i l a k u k a n . K o n s u m e n s e b a g a i m a k h l u k y a n g
m e m p u n y a i r a s a a t a u p e r a s a a n s e n a n g t e r h a d a p b a n t u a n y a n g d i b e r i k a n o l e h
o r a n g l a i n t e n t u a k a n t e r u s m e n g i n g a t a p a y a n g t e l a h d i b e r i k a n k e p a d a n y a ,
d i t a m b a h l a g i b a n t u a n y a n g d i b e r i k a n a d a l a h b e n t u k l a y a n a n y a n g b i s a
m e m u a s k a n k e b u t u h a n d a n k e i n g i n a n d a r i k o n s u m e n t e r s e b u t , s e h i n g g a a k a n
m e n i m b u l k a n r a s a n y a m a n , s e n a n g d a n m u n g k i n s e l a n j u t n y a a k a n m e r a s a p e r c a y a
d e n g a n a p a y a n g t e l a h d i b e r i k a n .
U p a y a u n t u k d a p a t m e m p e r t a h a n k a n l o y a l i t a s d a n m e n a r i k m i n a t
k o n s u m e n ( p a s a r s a s a r a n y a n g d i t u j u ) , p i h a k p e r u s a h a a n d a l a m h a l i n i h a r u s d a p a t
m e n g e t a h u i a p a y a n g s e m e s t i n y a d i l a k u k a n a g a r m i n a t d a r i k o n s u m e n a t a u p u n
stakeholder d a p a t m e n g u n t u n g k a n b a g i p e r u s a h a a n . M e m p e r h a t i k a n p e r a n
l a y a n a n y a n g s e m a k i n m e n o n j o l m a k a t i d a k l a h h e r a n a p a b i l a m a s a l a h l a y a n a n
m e n d a p a t p e r h a t i a n b e s a r d a n b e r u l a n g k a l i d i b i c a r a k a n , b a i k o l e h m a s y a r a k a t
m a u p u n m a n a j e m e n i t u s e n d i r i b a i k s e c a r a k h u s u s m a u p u n d a l a m k a i t a n p o k o k
u s a h a a t a u k e g i a t a n o r g a n i s a s i .
B e r d a s a r k a n l a t a r b e l a k a n g d i a t a s m a k a p e n e l i t i t e r t a r i k u n t u k m e l a k u k a n
p e n e l i t i a n d e n g a n j u d u l " Tingkat Kepuasan Konsumen Untuk Meningkatkan
Kualitas Peiayanan Pada PT. Pos Indonesia (Persero) Palembang."
7
B. Rumusan Masalah
B e r d a s a r k a n u r a i a n d i a t a s m a k a r u m u s a n m a s a l a h d a l a m p e n e l i t i a n i n i
a d a l a h b a g a i m a n a t i n g k a t k e p u a s a n k o n s u m e n d a l a m m e n i n g k a t k a n k u a l i t a s
p e i a y a n a n .
C. Tujuan Penelitian
T u j u a n d a r i p e n e l i t i a n i n i a d a l a h m e n g e t a h u i t i n g k a t k e p u a s a n k o n s u m e n
u n t u k m e n i n g k a t k a n k u a l i t a s p e i a y a n a n p a d a P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g .
D. Manfaat Penelitian
1 . B a g i P e n u l i s
U n t u k d a p a t m e n g a p l i k a s i k a n i l m u y a n g d i d a p a t d a n m e m b a n d i n g k a n y a d i
l a p a n g a n , s e l a i n i t u s e b a g a i p e n g a l a m a n y a n g s a n g a t b e r h a r g a b a g i p e n u l i s
g u n a m e n a m b a h p e n g e t a h u a n d a n w a w a s a n .
2. B a g i P e r u s a h a a n
U n t u k m e m b e r i k a n i n f o r m a s i t a m b a h a n a t a u s e b a g a i b a h a n m a s u k a n b a g i
p e r u s a h a a n d a n d i h a r a p k a n p e n e l i t i a n i n i d a p a t m e m b a n t u d a l a m
m e n g a m b i l k e p u t u s a n d i m a s a m e n d a t a n g .
3 . B a g i a l m a m a t e r
D a p a t d i j a d i k a n b a h a n p e n e l i t i a n l a n j u t a n d a n i n f o r m a s i b a g i p i h a k l a i n
y a n g a k a n m e l a k u k a n p e n e l i t i a n s e l a n j u t n y a u n t u k m e n d a p a t k a n h a s i l
y a n g l e b i h s e m p u m a .
8
B A B 11
KAJIAN PUSTAKA
A. Penelitian Sebelumnya
M e n u r u t h a s i l p e n e l i t i a n s e b e l u m n y a y a n g d i l a k u k a n o l e h F a r h a F a d i l l a h
O c t a S a r i ( 2 0 0 5 ) d e n g a n j u d u l " T i n g k a t K e p u a s a n N a s a b a h U n t u k M e n i n g k a t k a n
K u a l i t a s P e i a y a n a n P a d a P T . J a s a R a h a r j a P a l e m b a n g " . A d a p u n p e r u m u s a n
m a s a l a h n y a a d a l a h b a g a i m a n a t i n g k a t k e p u a s a n n a s a b a h u n t u k m e n i n g k a t k a n
k u a l i t a s p e i a y a n a n p a d a P T . J a s a R a h a r j a P a l e m b a n g . D e n g a n t u j u a n a d a l a h
m e n g e t a h u i t i n g k a t k e p u a s a n n a s a b a h u n t u k m e n i n g k a t k a n k u a l i t a s p e i a y a n a n .
J e n i s p e n e l i t i a n y a n g d i l a k u k a n i a l a h p e n e l i t i a n s u r v e y , d e n g a n o p e r a s i o n a l
v a r i a b e l n y a y a i t u k e p u a s a n n a s a b a h d a n p e i a y a n a n , m e t o d e y a n g d i g u n a k a n
d a l a m p e n g a m b i l a n s a m p e l y a i t u d e n g a n m e n g g u n a k a n m e t o d e s e n s u s , d a t a y a n g
d i g u n a k a n a d a l a h d a t a p r i m e r d a n d a t a s e k u n d e r , m e t o d e p e n g u m p u l a n d a t a y a i t u
k u i s i o n e r d a n d o k u m e n t a s i , m e t o d e a n a l i s i s d a l a m p e n e l i t i a n i n i i a l a h a n a l i s i s
k u a l i t a t i f d a n a n a l i s i s k u a n t i t a t i f .
P T . J a s a R a h a r j a P a l e m b a n g d a l a m m e n g u k u r k e p u a s a n p e l a n g g a n
t e r h a d a p p e l a y a n a n n y a d e n g a n m e n g g u n a k a n 1 0 i n d i k a t o r y a i t u : j a m i n a n , d a n a
s a n t u n a n , f a s i l i t a s , k e b e r s i h a n , k u a l i t a s j a s a , p e i a y a n a n , k e t e p a t a n w a k t u ,
k e r a m a h a n , l o k a s i , d a n k e n y a m a n a n . D a r i k e - 1 0 i n d i k a t o r y a n g d i u k u r h a s i l
a n a l i s i s m e n u n j u k k a n s k o r r a t a - r a t a 3 , 2 1 a r t i n y a k e s e p u l u h i n d i k a t o r d a r i k i n e r j a
t e r s e b u t b e r a d a d i a n t a r a n e t r a l d a n b a i k .
P e n e l i t i a n l a i n o l e h H e r u I s n a w a n ( 2 0 0 4 ) y a n g b e r j u d u l T i n g k a t K e p u a s a n
K o n s u m e n T e r h a d a p P e i a y a n a n P a d a H o t e l B u d i P a l e m b a n g . D e n g a n r u m u s a n
m a s a l a h b a g a i m a n a t i n g k a t k e p u a s a n k o n s u m e n t e r h a d a p p e i a y a n a n p a d a H o t e l
B u d i P a l e m b a n g . I n d i k a t o r y a n g d i g u n a k a n u n t u k m e n g u k u r k e p u a s a n p e l a n g g a n
a n t a r a l a i n k e b e r s i h a n , l o k a s i y a n g s t r a t e g i s , f a s i l i t a s , h a r g a , p e i a y a n a n ,
k e n y a m a n a n , d a n k e a m a n a n . M e t o d e a n a l i s i s y a n g d i g u n a k a n a d a l a h m e t o d e
k u a l i t a t i f d a n m e t o d e k u a n t i t a t i f d e n g a n m e n g u n a k a n r u m u s I K P - P P - E X .
B e r d a s a r k a n a n a l i s i s d e n g a n m e n g g u n a k a n i n d e k s k e p u a s a n p e l a n g g a n
( I K P ) d a r i k e t u j u h i n d i k a t o r y a n g d i g u n a k a n y a i t u k e b e r s i h a n , l o k a s i y a n g
s t r a t e g i s , f a s i l i t a s , h a r g a , p e i a y a n a n , k e n y a m a n a n d a n k e a m a n a n m e n u n j u k k a n
b a h w a p e l a n g g a n t i d a k p u a s t e r h a d a p p e i a y a n a n y a n g d i b e r i k a n o l e h H o t e l B u d i
P a l e m b a n g . H a l i n i d a p a t d i l i h a t d a r i p e r h i t u n g a n i n d e k s k e p u a s a n p e l a n g g a n
( I K P ) s e c a r a k e s e i u r u h a n a d a l a h n e g a t i f y a i t u - 0 , 6 6 , i n i b e r a r t i p e i a y a n a n y a n g
d i b e r i k a n o l e h H o t e l B u d i P a l e m b a n g d i r a s a k a n p e l a n g g a n t i d a k b a i k .
B. Landasan Teori
1 . D e f i n i s i K e p u a s a n P e l a n g g a n
M e n u r u t K o t l e r ( 2 0 0 1 : 4 5 ) a d a b e b e r a p a d e f i n i s i k e p u a s a n / k e t i d a k p u a s a n
p e l a n g g a n y a i t u :
a. K o t l e r m e n y a t a k a n k e p u a s a n a d a l a h p e r a s a a n s e n a n g a t a u k e c e w a d a r i
s e s e o r a n g y a n g b e r a s a l d a r i p e r b a n d i n g a n a n t a r a k e s a n n y a d e n g a n k i n e r j a
s u a t u p r o d u k d a n h a r a p a n - h a r a p a n n y a .
IQ
b . D a y ( d a l a m T s e a n d W i l t o n ) k e p u a s a n p e l a n g g a n a d a l a h r e s p o n p e l a n g g a n
t e r h a d a p e v a l u a s i k e t i d a k s e s u a i a n y a n g d i r a s a k a n a n t a r a h a r a p a n
s e b e l u m n y a d a n k i n e r j a a k t u a l p r o d u k / j a s a y a n g d i r a s a k a n s e t e l a h
p e m a k a i n y a .
c. E n g e l , m e n y a t a k a n k e p u a s a n p e l a n g g a n m e r u p a k a n e v a l u a s i p u m a b e l i
d i m a n a a l t e m a t i f y a n g d i p i l i h s e k u r a n g - k u r a n g n y a s a m a a t a u m e l a m p a u i
h a r a p a n p e l a n g g a n .
D a r i b e b e r a p a d e f i n i s i d i a t a s b a h w a k e p u a s a n p e l a n g g a n a d a l a h p e r b e d a a n
a n t a r a h a r a p a n d a n k i n e r j a y a n g d i r a s a k a n . D e n g a n d e m i k i a n k e p u a s a n p e l a n g g a n
m e r u p a k a n f u n g s i d a r i k i n e r j a d a n h a r a p a n . J i k a k i n e r j a b e r a d a d i b a w a h h a r a p a n
p e l a n g g a n a k a n t i d a k p u a s , j i k a m e m e n u h i h a r a p a n p e l a n g g a n p u a s , d a n j i k a
k i n e r j a m e l e b i h i p e l a n g g a n a m a t p u a s .
A d a p u n p e n d a p a t K o t l e r ( 2 0 0 4 : 1 5 ) , a p a b i l a d i t i n j a u l e b i h l a n j u t ,
p e n c a p a i a n k e p u a s a n p e l a n g g a n m e l a l u i k u a l i t a s p e i a y a n a n , d a p a t d i t i n g k a t k a n
m e l a l u i b e b e r a p a p e n d e k a t a n s e b a g a i b e r i k u t ;
a. M e m p e r k e c i l k e s e n j a n g a n - k e s e n j a n g a n y a n g t e r j a d i a n t a r a p i h a k
m a n a j e m e n d a n p e l a n g g a n , m i s a l n y a m e l a k u k a n p e n e l i t i a n d e n g a n m o t o d e
c u s t o m e r f o c u s y a n g m e n g e d a r k a n k u e s i o n e r d a l a m b e b e r a p a p e r i o d e
u n t u k m e n g e t a h u i p e r s e p s i p e i a y a n a n m e n u r u t p e l a n g g a n . D e m i k i a n j u g a
p e n e l i t i a n m e t o d e p e n g a m a t a n b a g i k a r y a w a n p e r u s a h a a n t e n t a n g
p e l a k s a n a a n p e i a y a n a n .
1 1
b . P e r u s a h a a n h a r u s m a m p u m e m b a n g u n k o m i t m e n b e r s a m a u n t u k
m e n c i p t a k a n v i s i d i d a l a m p e r b a i k a n p r o s e s p e i a y a n a n . Y a n g t e r m a s u k
d i d a l a m n y a a d a l a h m e m p e r b a i k i c a r a b e r p i k i r , p e r i l a k u , k e m a m p u a n , d a n
p e n g e t a h u a n d a r i s e m u a s u m b e r d a y a m a n u s i a y a n g a d a . M i s a l n y a d e n g a n
m e t o d e b r a i n s t r o r m i n g d a n m a n a g e m e n t b y w a l k i n g a r o u n d u n t u k
m e m p e r t a h a n k a n k o m i t m e n p e l a n g g a n i n t e r n a l ( p e g a w a i )
c. M e m b e r i k e s e m p a t a n k e p a d a p e l a n g g a n u n t u k m e n y a m p a i k a n k e l u h a n .
D e n g a n m e m b e n t u k c o m p l a i n t a n d s u g g e s t i o n s y s t e m .
d . M e n g e m b a n g k a n d a n m e n e r a p k a n a c c o u n t a b l e , p r o a c t i v e , d a n p a r t h e r s h i p
m a r k e t i n g s e s u a i d e n g a n s i t u a s i p e m a s a r a n .
2 . T e o r i K e p u a s a n P e l a n g g a n
M e n u r u t F a n d y T j i p t o n o ( 2 0 0 1 : 3 0 ) , a d a p u n t e o r i - t e o r i d a r i k e p u a s a n
k o n s u m e n a n t a r a l a i n :
a. T e o r i E k o n o m i M i k r o
K o n s u m e n d a l a m m e n g a l o k a s i k a n s u m b e r d a y a y a n g l a n g k a
m e m b a n d i n g k a n k e g u n a a n m a r g i n a l d e n g a n h a r g a m a s i n g - m a s i n g p r o d u k m e n j a d i
s a m a d a l a m p a s a r y a n g t i d a k d i d e f i n i s i k a n . S e m u a k o n s u m e n m e m b a y a r h a r g a
y a n g l e b i h t i n g g i a k a n m e m p e r o l e h m a n f a a t y a n g s u b j e k t i f y a n g d i s e b u t s u r p l u s
k o n s u m e n . B a n y a k t i n g k a t d a s a r k e p u a s a n k o n s u m e n y a n g d a p a t d i j a d i k a n a c u a n
d a l a m s u r p l u s k o n s u m e n s e l a i n h a r g a d a n k u a l i t a s , o l e h k a r e n a i t u t e o r i i n i d a p a t
d i p a n d a n g s e b a g a i k o n s e p k e p u a s a n p e l a n g g a n .
12
b . P e r s p e k t i f P s i k o l o g d a n K e p u a s a n K o n s u m e n
B e r i k u t a d a d u a m o d e l k e p u a s a n p e l a n g g a n y a i t u :
1 ) M o d e l K o g n i t i f ( K e y a k i n a n , P e n g a m a t a n )
P a d a m o d e l i n i p e l a n g g a n m e m b e d a k a n s e p e r a n g k a t a t r i b u t y a n g
d i a n g g a p i d e a l y a n g p e r s e p s i n y a t e r l e t a k t e n t a n g a t r i b u t y a n g
s e b e n a m y a . A p a b i l a i d e a l i t u s a m a d e n g a n y a n g s e b e n a m y a m a k a
p e l a n g g a n a k a n p u a s , s e b a l i k n y a a p a b i l a t i d a k s a m a b e s a r k e c i l n y a
p e r b e d a a n t e r s e b u t a k a n m e n e n t u k a n t i n g g i r e n d a h n y a t i n g k a t
k e p u a s a n . B e r d a s a r k a n m o d e l i n i k e p u a s a n p e l a n g g a n d a p a t
d i u p a y a k a n d e n g a n :
a ) M e n g u b a h p e n a w a r a n , y a i t u m e m b u a t p e n a w a r a n p e r u s a h a a n
y a n g m e n d e k a t i a t a u s e s u a i d e n g a n k e a d a a n y a n g i d e a l .
b ) M e y a k i n k a n b a h w a h a l - h a l y a n g t i d a k s e s u a i d e n g a n k e n y a t a a n
s e b a g a i p e r b a n d i n g a n .
2 ) Theory Ajfentif
T e o r i i n i m e n y a t a k a n b a h w a p e n e l i t i a n p e l a n g g a n i n d i v i d u a l t e r h a d a p
p r o d u k a t a u j a s a t i d a k s e m a t a - m a t a b e r d a s a r k a n k e p a d a k e b u t u h a n
s u b j e k t i f , a s p i r a s i , p e r i l a k u , b e l a j a r , e m o s i o n a l , p e r a s a a n s p e s i f i k d a n
s u a s a n a h a t i u n t u k d i u k u r k e p u a s a n d a l a m s u a t u k u r u n w a k t u .
3 . M e t o d e d a n T e h n i k K e p u a s a n P e l a n g g a n
P e m a n t a u a n d a n p e n g u k u r a n k e p u a s a n p e l a n g g a n m e n j a d i h a l y a n g s a n g a t
e s e n s i a l b a g i s u a t u p e r u s a h a a n k a r e n a l a n g k a h t e r s e b u t d a p a t m e n j a d i u m p a n
1 3
b a l i k d a n m a s u k a n d a l a m p e n g e m b a n g a n d a n i m p l e m e n t a s i s t r a t e g i p e n i n g k a t a n
k e p u a s a n p e l a n g g a n . M e n u r u t K o t l e r ( 2 0 0 2 : 2 4 ) m e n g i d e n t i f i k a s i k a n 4 m e t o d e
u n t u k m e n g u k u r k e p u a s a n p e l a n g g a n , y a i t u :
a. S i s t e m K e l u h a n d a n S a r a n
O r g a n i s a s i y a n g b e r o r i e n t a s i k e p a d a p e l a n g g a n ( c u s t o m e r - o r i e n t e d ) p e r l u
m e m b e r i k a n k e s e m p a t a n y a n g l u a s k e p a d a p e l a n g g a n n y a u n t u k
m e n y a m p a i k a n s a r a n , p e n d a p a t d a n k e l u h a n m e r e k a . M e t o d e i n i l e b i h
b e r f o k u s p a d a i d e n t i f i k a s i m a s a l a h d a n p e n g u m p u l a n s a r a n .
b . Ghost Shopping
S a l a h s a t u c a r a u n t u k m e m p e r o l e h g a n b a r a n m e n g e n a i k e p u a s a n
p e l a n g g a n a d a l a h d e n g a n m e m p e r k e r j a k a n b e b e r a p a o r a n g (ghost shopper)
u n t u k b e r p e r a n a t a u b e r s i k a p s e b a g a i p e l a n g g a n / p e m b e l i p o t e n s i a l p r o d u k
d a n p e s a i n g . S e l a i n i t u ghost shopper j u g a d a p a t m e n g a m a t i c a r a
p e n a n g a n a n s e t i a p k e l u h a n , b a i k o l e h p e r u s a h a a n m a u p u n p e s a i n g n y a .
c. Lost Customer Analysis
P e r u s a h a a n s e b a i k n y a m e n g h u b u n g i p a r a p e l a n g g a n y a n g t e l a h m e m b e l i
a t a u p i n d a h p e m a s o k a g a r d a p a t m e m a h a m i m e n g a p a h a l i t u t e r j a d i .
d . S u r v e y K e p u a s a n P e l a n g g a n
P e n e l i t i a n k e p u a s a n p e l a n g g a n p a d a u m u m n y a d i l a k u k a n d e n g a n
m e n g g u n a k a n m e t o d e p e n e l i t i a n s u r v e y . M e l a l u i s u r v e y p e r u s a h a a n a k a n
m e m p e r o l e h t a n g g a p a n s e c a r a l a n g s u n g d a r i p e l a n g g a n d a n j u g a
1 4
m e m b e r i k a n t a n d a p o t i s i t i f b a h w a p e r u s a h a a n m e m p u n y a i p e r h a t i a n
t e r h a d a p p a r a p e l a n g g a n n y a . M e t o d e i n i d a p a t m e n g g u n a k a n p e n g u k u r a n
d e n g a n c a r a s e b a g a i b e r i k u t :
1 ) P e n g u k u r a n d a p a t d i l a k u k a n s e c a r a l a n g s u n g d e n g a n m e n g g u n a k a n
p e r t a n y a a n d a r i y a n g s a n g a t t i d a k p u a s , t i d a k p u a s , n e t r a l , p u a s , d a n
s a n g a t p u a s (directly reported satisfaction).
2 ) R e s p o n d e n d i b e r i p e r t a n y a a n s e b e r a p a b e s a r m e r e k a m e n g h a r a p k a n
s u a t u a t r i b u t t e r t e n t u d a n s e b e r a p a b e s a r y a n g m e r e k a r a s a k a n (derived
dissatisfaction).
3 ) R e s p o n d e n d i m i n t a m e n u l i s k a n m a s a l a h - m a s a l a h y a n g m e r e k a h a d a p i
b e r k a i t a n d e n g a n p e n a w a r a n d a r i p e r u s a h a a n d a n d i m i n t a u n t u k
m e n u l i s k a n p e r b a i k a n - p e r b a i k a n y a n g m e r e k a s a r a n k a n (problem
analysis).
4) R e s p o n d e n d i m i n t a u n t u k m e r a n g k i n g b e r b a g a i e l e m e n d a r i p e n a w a r a n
b e r d a s a r k a n d e r a j a t p e n t i n g n y a s e t i a p e l e m e n d a n s e b e r a p a b a i k
k i n e r j a p e r u s a h a a n d a l a m m a s i n g - m a s i n g e l e m e n
(importance/ferformance ratings).
4. P e n g e r t i a n d a n K o n s e p K u a l i t a s P e i a y a n a n
S a m p a i s a a t i n i b e l u m t e r d a p a t d e f i n i s i k a t a k u a l i t a s y a n g d i t e r i m a s e c a r a
u m u m d a n m e n y e l u r u h . P e n g e r t i a n k u a l i t a s d a p a t p u l a d i b e d a k a n m e n u r u t
p a n d a n g a n p r o d u s e n d a n k o n s u m e n . D e f i n i s i k u a l i t a s m e n u r u t p r o d u s e n a d a l a h
k e s e s u a i a n t e r h a d a p s f e s i f i k a s i , d i m a n a p r o d u s e n m e m b e r i k a n t o l e r a n s i t e r t e n t u
1 5
y a n g d i s f e s i f i k a s i k a n u n t u k d i m e n s i - d i m e n s i k r i t i s d a n t i a p b a g i a n y a n g
d i h a s i l k a n . P a d a b i d a n g j a s a , k u a l i t a s d i p e r t a h a n k a n d e n g a n m e m e n u h i s t a n d a r
p e i a y a n a n . D a r i s u d u t p a n d a n g k o n s u m e n , k u a l i t a s b e r a r t i n i l a i y a i t u s e b e r a p a
b a i k s u a t u p r o d u k a t a u j a s a m e n y a j i k a n t u j u a n y a n g d i m a k s u d k a n d e n g a n t i n g k a t
h a r g a y a n g b e r s e d i a d i b a y a r o l e h k o n s u m e n .
M e n u r u t T j i p t o n o ( 2 0 0 1 : 5 5 ) k u a l i t a s m e r u p a k a n s u a t u k o n d i s i d i n a m i s
y a n g b e r h u b u n g a n d e n g a n p r o d u k j a s a , m a n u s i a , p r o s e s d a n l i n g k u n g a n y a n g
m e m e n u h i a t a u m e l e b i h i h a r a p a n . S e d a n g k a n m e n u r u t S t a n t o n ( 2 0 0 1 : 2 2 0 ) ,
p e i a y a n a n a d a l a h k e g i a t a n y a n g d a p a t d i d e f i n i s i k a n s e c a r a t e r s e n d i r i y a n g p a d a
h a k i k a t n y a b e r s i f a t t a k t e r a b a (intangible), y a n g m e r u p a k a n p e m e n u h a n
k e b u t u h a n , d a n t i d a k h a m s t e r i k a t p e n j u a l a n p r o d u k a t a u j a s a l a i n . P e i a y a n a n
a d a l a h m e m p a k a n t i n d a k a n a t a u p e r b u a t a n y a n g d a p a t d i t a w a r k a n o l e h s e m u a
p i h a k k e p a d a p i h a k l a i n , y a n g p a d a d a s a m y a b e r s i f a t intangible ( t i d a k b e r w u j u d
f i s i k ) d a n t i d a k m e n g h a s i l k a n s e s u a t u . P r o d u k s i j a s a b i s a b e r h u b u n g a n d e n g a n
p r o d u k f i s i k m a u p u n t i d a k .
M e n u m t l o v e l o c k ( d a l a m T j i p t o n o , 2 0 0 1 : 5 8 ) m e n g e m u k a k a n b a h w a
k u a l i t a s p e i a y a n a n m e r u p a k a n t i n g k a t a n k o n d i s i b a i k b u m k n y a s a j i a n y a n g
d i b e r i k a n o l e h p e m s a h a a n j a s a d a l a m r a n g k a m e m u a s k a n k o n s u m e n d e n g a n c a r a
m e m b e r i k a n a t a u m e n y a m p a i k a n j a s a y a n g m e l e b i h i h a r a p a n k o n s u m e n . J a d i
p e n i l a i a n k o n s u m e n t e r h a d a p k u a l i t a s p e i a y a n a n m e m p a k a n r e f l e k s i p e r s e p s i
e v a l u a t i f t e r h a d a p p e i a y a n a n y a n g d i t e r i m a n y a p a d a w a k t u t e r t e n t u .
1 6
K u a l i t a s p e i a y a n a n m e n u r u t W y c k o f d a l a m T j i p t o n o ( 2 0 0 1 : 5 9 ) a d a l a h
t i n g k a t k e u n g g u l a n y a n g d i h a r a p k a n d a n p e n g e n d a l i a n a t a s t i n g k a t k e u n g g u l a n
t e r s e b u t u n t u k m e m e n u h i k e i n g i n a n k o n s u m e n .
W i l l i a m J S t o n t o n ( 2 0 0 2 : 7 6 ) k o n s e p k u a l i t a s s e n d i r i p a d a d a s a m y a
b e r s i f a t r e l a t i f y a i t u , t e r g a n t u n g s u d u t p a n d a n g m e n e n t u k a n c i r i - c i r i d a n
s f e s i f i k a s i . P a d a d a s a m y a t e r h a d a p t i g a o r i e n t a s i k u a l i t a s p e i a y a n a n , y a i t u :
P e r s e p s i K o n s u m e n , P r o d u k / J a s a d a n P r o s e s .
P e m a h a m a n k o n s e p k u a l i t a s p e i a y a n a n t e r l e b i h d a h u l u d i a w a l i d e n g a n
m e m a h a m i d i m e n s i k u a l i t a s p e i a y a n a n s e b a g a i a l a t p e n g u k u r k u a l i t a s p e i a y a n a n .
P e n i l a i a n t e r h a d a p k u a l i t a s p e i a y a n a n m e n u m t K o t l e r ( 2 0 0 2 : 4 3 ) , m e l i p u t i l i m a
d i m e n s i s e b a g a i b e r i k u t :
a. Tangible ( b u k t i fisik) a d a l a h k e m a m p u a n s u a t u p e m s a h a a n d a l a m
m e n u n j u k k a n e s k s i s t e n s i n y a k e p a d a p i h a k e k s t e m a l . K e m a m p u a n d a n
p e n a m p i l a n s a r a n a d a n p r a s a r a n a fisik p e m s a h a a n d a n k e a d a a n l i n g k u n g a n
s e k i t a m y a a d a l a h b u k t i n y a t a d a r i p e i a y a n a n y a n g d i b e r i k a n o l e h p e m b e r i
k u a s a .
b . Reliability ( k e h a n d a l a n ) a d a l a h k e m a m p u a n p e m s a h a a n u n t u k
m e m b e r i k a n p e i a y a n a n s e s u a i d e n g a n y a n g d i j a n j i k a n s e c a r a a k u r a t d a n
t e r p e r c a y a .
c. Responshiveness ( k e t a n g g a p a n ) a d a l a h k e m a m p u a n u n t u k m e m b a n t u d a n
m e m b e r i k a n p e i a y a n a n y a n g c e p a t d a n t e p a t k e p a d a p e l a n g g a n , d e n g a n
m e n y a m p a i k a n i n f o r m a s i y a n g j e l a s .
1 7
d . Assuranse ( j a m i n a n ) a d a l a h p e n g e t a h u a n , k e s o p a n s a n t u n a n d a n
k e m a m p u a n p a r a p e g a w a i p e r u s a h a a n u n t u k m e n u m b u h k a n r a s a p e r c a y a
p a r a p e l a n g g a n k e p a d a p e r u s a h a a n .
e. Emphaty ( e m p a t i ) a d a l a h m e m b e r i k a n p e r h a t i a n y a n g t u l u s d a n b e r s i f a t
i n d i v i d u a l a t a u p r i b a d i y a n g d i b e r i k a n k e p a d a p e l a n g g a n d e n g a n b e r u p a y a
m e m a h a m i k e i n g i n a n k o n s u m e n .
5 . P e i a y a n a n S e b a g a i P r o s e s
M e n u r u t D r s . H . S . M o e n i r ( 2 0 0 2 : 1 2 ) , P e i a y a n a n s e b a g a i p r o s e s :
M a n u s i a d a l a m m e m e n u h i k e b u t u h a n h i d u p n y a , b e r u s a h a b a i k m e l a l u i
a k t i v i t a s s e n d i r i , m a u p u n s e c a r a t i d a k l a n g s u n g m e l a l u i a k t i v i t a s o r a n g l a i n .
A k t i v i t a s a d a l a h s u a t u p r o s e s p e n g g u n a a n a k a l , p i k i r a n , p a n c a i n d e r a d a n a n g g o t a
b a d a n a t a u t a n p a a l a t b a n t u y a n g d i l a k u k a n o l e h s e s e o r a n g u n t u k m e n d a p a t k a n
s e s u a t u y a n g d i i n g i n k a n b a i k d a l a m b e n t u k b a r a n g m a u p u n j a s a . P r o s e s
p e m e n u h a n k e b u t u h a n m e l a l u i a k t i v i t a s o r a n g l a i n y a n g l a n g s u n g i n i l a h y a n g
d i n a m a k a n p e i a y a n a n . A r t i p r o s e s i t u s e n d i r i m e n u r u t F r e d L u t h a n s a d a l a h "..any
action which is performed by management to achieve organizational objectives.."
D i s i n i p e n g e r t i a n p r o s e s t e r b a t a s d a l a m k e g i a t a n m a n a j e m e n d a l a m r a n g k a
p e n c a p a i a n t u j u a n o r g a n i s a s i .
L a y a n a n s e b a g a i a k t i v i t a s y a n g b e r l a n g s u n g b e r u r u t a n d a p a t d i u k u r d a r i
s e g i p e n g g u n a a n w a k t u . P e n g u k u r a n i n i p e n t i n g k a r e n a d a r i p e n g u k u r a n y a n g
b e r u l a n g - u l a n g d a p a t d i a m b i l w a k t u r a t a - r a t a y a n g d i p e r l u k a n m e n y e l e s a i k a n
s u a t u r a n g k a i a n a k t i v i t a s ( p r o s e s ) d a n m e n j a d i s t a n d a r . " Time standards
1 8
established throught work measuremenl aid management both in planning and
controlling. They are actually plant of a special sort; they are standing pains as
to how long any given work or phase of work should take "
D e m i k i a n d i k a t a k a n o l e h C . L . L i t t l e f i e l d . d k k y a n g g a r i s b e s a m y a , b a h w a
s t a n d a r w a k t u d a p a t d i t e t a p k a n p a d a w a k t u d i l a k u k a n p e n g u k u r a n k e r j a , k a r e n a
m e m a n g d a l a m p e n g u k u r a n k e r j a t e r m a s u k p e n g u k u r a n w a k t u y a n g d i p e r l u k a n
u n t u k p e n y e l e s a i a n t a h a p p e k e r j a a n . A k a n t e t a p i p e n g u k u r a n w a k t u i t u s e n d i r i
a d a l a h b e n t u k s u a t u p e n e l i t i a n y a n g d a p a t b e r d i r i s e n d i r i y a n g h a s i l n y a d a p a t
d i j a d i k a n s e b a g a i b a h a n u n t u k p e n e n t u a n t i n g k a t p r o d u k t i v i t a s k e r j a , m e n e n t u k a n
p r i o r i t a s p e k e r j a a n , p e n g a t u r a n b e b a n k e r j a d a n m e n g a n t i s i p a s i k e a d a a n s e r t a
p e r e n c a n a a n s e l a n j u t n y a . J a d i s t a n d a r w a k t u s u a t u p r o s e s b a n y a k m a n f a a t n y a
d a l a m p e k e r j a a n y a n g b e r s i f a t p e i a y a n a n . D e n g a n s t a n d a r w a k t u m a n a j e m e n d a p a t
m e r e n c a n a k a n l e b i h l a n j u t t e n a g a k e r j a , p e r a l a t a n d a n b a h a n y a n g d i p e r l u k a n d a n
j u g a d a p a t m e l a k u k a n p e n g a w a s a n y a n g e f e k t i f d a r i s e g i w a k t u .
a. P e i a y a n a n h a k i k a t n y a a d a l a h s e r a n g k a i a n k e g i a t a n , k a r e n a i t u p e i a y a n a n
m e r u p a k a n s u a t u p r o s e s . S e b a g a i p r o s e s , p e i a y a n a n b e r l a n g s u n g s e c a r a
r u t i n d a n b e r k c s i n a m b u n g a n , m e l i p u t i s e l u r u h k e h i d u p a n o r a n g d a l a m
m a s y a r a k a t .
b . P e l a k s a n a a n p e i a y a n a n d a p a t d i u k u r , o l e h k a r e n a i t u d a p a t d i t e t a p k a n
s t a n d a r b a i k d a l a m h a l w a k t u y a n g d i p e r l u k a n m a u p u n h a s i l n y a . D e n g a n
a d a n y a s t a n d a r m a n a j e m e n d a p a t m e r e n c a n a k a n . m e l a k s a n a k a n ,
1 9
m e n g a w a s i d a n m e n g e v a l u a s i k e g i a t a n p e i a y a n a n a g a r s u p a y a h a s i l a k h i r
m e m u a s k a n p a d a p i h a k - p i h a k y a n g m e n d a p a t k a n l a y a n a n .
c. K e t e r a m p i l a n i a l a h k e m a m p u a n m e l a k s a n a k a n t u g a s / p e k e r j a a n d e n g a n
m e n g g u n a k a n a n g g o t a b a d a n d a n p e r a l a t a n k e r j a y a n g t e r s e d i a . D e n g a n
p e n g e r t i a n i n i d a p a t d i j e l a s k a n b a h w a k e t e r a m p i l a n l e b i h b a n y a k
m e n g g u n a k a n a n g g o t a b a d a n d a r i p a d a u n s u r l a i n s e p e r t i d i k e t e h u i b a h w a
o r a n g b e k e r j a s e l a l u m e n g g u n a k a n p a l i n g t i d a k 4 ( e m p a t ) u n s u r y a n g a d a
p a d a s e t i a p o r a n g , i a l a h : o t o t , s a r a f , p e r a s a a a n d a n p i k i r a n .
6 . F a k t o r S a r a n a P e i a y a n a n
M e n u r u t D r s . H . S . M o e n i r ( 2 0 0 2 : 1 2 ) , f a k t o r s a r a n a p e i a y a n a n :
F a k t o r s a r a n a p e i a y a n a n y a n g d i m a k s u d d i s i n i i a l a h s e g a l a j e n i s p e r a l a t a n ,
p e r l e n g k a p a n k e r j a d a n f a s i l i t a s l a i n y a n g b e r f u n g s i s e b a g a i a l a t u t a m a a t a u
p e m b a n t u d a l a m p e l a k s a n a a n p e k e r j a a n d a n j u g a b e r f u n g s i s e a r a h d a l a m r a n g k a
k e p e n t i n g a n o r a n g - o r a n g y a n g s e d a n g b e r h u b u n g a n d e n g a n o r g a n i s a s i k e r j a i t u .
F u n g s i s a r a n a p e i a y a n a n t e r s e b u t a n t a r a l a i n :
a. M e m p e r c e p a t p r o s e s p e l a k s a n a a n p e k e r j a a n , s e h i n g g a d a p a t m e n g h e m a t
w a k t u .
b . M e n i n g k a t k a n p r o d u k t i v i t a s b a i k b a r a n g / j a s a .
c. K u a l i t a s p r o d u k y a n g l e b i h b a i k / t e r j a m i n .
d . K e t e p a t a n s u s u n a n d a n s t a b i l i t a s u k u r a n t e r j a m i n .
e. L e b i h m u d a h / s e d e r h a n a d a l a m g e r a k p a r a p e l a k u n y a .
f . M e n i m b u l k a n r a s a k e n y a m a n a n b a g i o r a n g - o r a n g y a n g b e r k e p e n t i n g a n .
2 0
g . M e n i m b u l k a n p e r a s a a n p u a s b a g i o r a n g - o r a n g y a n g b e r k e p e n t i n g a n
s e h i n g g a m e n g u r a n g i s i f a t e m o s i o n a l m e r e k a .
O l e h k a r e n a i t u p e r a n a n s a r a n a p e i a y a n a n s a n g a t l a h p e n t i n g d i s a m p i n g
s u d a h t e n t u p e r a n a n u n s u r m a n u s i a n y a s e n d i r i .
7 . T u j u a n M e m b e r i k a n P e i a y a n a n
M e n u r u t D r s . H . S M o e n i r ( 2 0 0 2 : 1 2 ) , t u j u a n m e m b e r i k a n
p e i a y a n a n a d a l a h h a l y a n g b i s a d i k a t a k a n s e b a g a i s a l a h s a t u s a r a n a a t a u a l a t u n t u k
s e o r a n g k a r y a w a n d a l a m m e n c a p a i k e p u a s a n y a n g d i h a r a p k a n d a r i s e o r a n g
k o n s u m e n . D i m a n a s e o r a n g k o n s u m e n a k a n m e n i l a i p e i a y a n a n y a n g d i b e r i k a n
s e b e l u m d a n s e s u d a h s e o r a n g k o n s u m e n t e r s e b u t m e l a k u k a n p e m b e l i a n t e r h a d a p
p r o d u k b a r a n g / j a s a y a n g d i h a r a p k a n j u g a d a p a t m e m e n u h i k e b u t u h a n d a r i
s e o r a n g k o n s u m e n .
P e i a y a n a n j u g a d i j a d i k a n s e b a g a i t o l a k u k u r d a r i s e o r a n g k o n s u m e n
t e n t a n g k e m a m p u a n s e o r a n g k a r y a w a n d a l a m m e m b e r i k a n p e i a y a n a n . A p a k a h
p e i a y a n a n y a n g d i b e r i k a n b i s a d i k a t a k a n p e i a y a n a n y a n g b e r k u a l i t a s a t a u d a p a t
m e m b e r i k a n k e p u a s a n ? M u n g k i n p e i a y a n a n p a d a j a s a y a n g d i b e r i k a n P o s a d a l a h
s e b a g a i b e n t u k t a m b a h a n d a r i p r o d u k y a n g d i j u a l a t a u p r o d u k y a n g d i h a s i l k a n ,
a k a n t e t a p i p e i a y a n a n j u g a b i s a m e m b e r i k a n p e r s e p s i d a r i s e o r a n g k o n s u m e n
t e n t a n g p e r u s a h a a n . A p a k a h p e r u s a h a a n t e r s e b u t b i s a t e r g o l o n g s e b a g a i
p e r u s a h a a n y a n g b e r k u a l i t a s a t a u s e b a l i k n y a .
2 1
BAB I I I
M E T O D E PENELITIAN
A. Tempat Penelitian
P e n u l i s m e l a k u k a n p e n e l i t i a n i n i di P T . P o s I n d o n e s i a ( P e r s e r o ) y a n g
b e r a l a m a t d i J a l a n M e r d e k a N o . 3 P a l e m b a n g .
B. Jenis Penelitian
M e n u r u t S u g i y o n o ( 2 0 0 4 : 6 - 1 0 ) , j e n i s p e n e l i t i a n m e n u r u t m e t o d e n y a d a p a t
d i k e l o m p o k k a n m e n j a d i :
1 ) P e n e l i t i a n S u r v e i
S u r v e y a d a l a h j e n i s p e n e l i t i a n y a n g d i l a k u k a n p a d a p o p u l a s i b e s a r m a u p u n
k e c i l , t e t a p i d a t a y a n g d i p e l a j a r i a d a l a h d a t a d a r i s a m p e l y a n g d i a m b i l d a r i
p o p u l a s i t e r s e b u t , s e h i n g g a d i t e m u k a n k e j a d i a n - k e j a d i a n r e l a t i v e , d i s t r i b u s i
d a n h u b u n g a n - h u b u n g a n a n t a r a v a r i a b e l s o s i o l o g i s m a u p u n p s i k o l o g i s .
2 ) P e n e l i t i a n D e s k r i p t i f
P e n e l i t i a n d e s k r i p t i f a d a l a h s u a t u p e n e l i t i a n y a n g d i l a k u k a n u n t u k m e n g e t a h u i
n i l a i v a r i a b e l m a n d i r i b a i k s a t u v a r i a b l e a t a u l e b i h t a n p a m e m b u a t
p e r b a n d i n g a n a t a u m e n g h u b u n g k a n d e n g a n v a r i a b e l y a n g l a i n .
3 ) P e n e l i t i a n K o m p a r a t i f
P e n e l i t i a n k o m p a r a t i f a d a l a h s u a t u p e n e l i t i a n y a n g b e r t u j u a n u n t u k
m e m b a n d i n g k a n a n t a r a d u a v a r i a b e l a t a u l e b i h .
22
4) P e n e l i t i a n A s o s i a t i f
P e n e l i t i a n a s o s i a t i f a d a l a h s u a t u p e n e l i t i a n y a n g b e r t u j u a n u n t u k m e n g e t a h u i
h u b u n g a n a n t a r a d u a v a r i a b e l a t a u l e b i h d i m a n a d a l a m p e n e l i t i a n i n i m i n i m a l
d u a v a r i a b e l y a n g d i h u b u n g k a n .
B e r d a s a r k a n j e n i s p e n e l i t i a n m e n u r u t m e t o d e d i a t a s , m a k a j e n i s p e n e l i t i a n
y a n g d i g u n a k a n p e n e l i t i d a l a m p e n e l i t i a n i n i a d a l a h j e n i s p e n e l i t i a n S u r v e y y a i t u
j e n i s p e n e l i t i a n y a n g d i l a k u k a n p a d a p o p u l a s i b e s a r m a u p u n k e c i l , t e t a p i d a t a
y a n g d i p e l a j a r i a d a l a h d a t a d a r i s a m p e l y a n g d i a m b i l d a r i p o p u l a s i t e r s e b u t ,
s e h i n g g a d i t e m u k a n k e j a d i a n - k e j a d i a n r e l a t i v e , d i s t r i b u s i d a n h u b u n g a n - h u b u n g a n
a n t a r a v a r i a b e l s o s i o l o g i s m a u p u n p s i k o l o g i s .
C . Operasional Variabel
1. Kepuasan Konsumen
K e p u a s a n k o n s u m e n a d a l a h p e r a s a a n s e n a n g a t a u k e c e w a s e s e o r a n g y a n g
m u n c u l s e t e l a h m e m b a n d i n g k a n a n t a r a h a s i l k i n e r j a s u a t u p r o d u k j a s a d a n
h a r a p a n n y a k e p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g . D i m a n a
k o n s u m e n a k a n m e r a s a k a n p u a s j i k a I K P > 1 , s e b a l i k n y a k o n s u m e n a k a n
m e r a s a k a n t i d a k p u a s j i k a I K P < 1 .
2. Kualitas Peiayanan
K u a l i t a s p e i a y a n a n s a n g a t d i u t a m a k a n o l e h P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g k a r e n a p e i a y a n a n m e r u p a k a n b a g i a n d a r i k e g i a t a n
p e r u s a h a a n n y a y a n g b e r p e n g a r u h p a d a k e m a m p u a n d a l a m m e m u a s k a n
k e b u t u h a n k o n s u m e n s e r t a m e m b a n t u p e r u s a h a a n d a l a m m e n a r i k l o y a l i t a s
k o n s u m e n t e r h a d a p j a s a y a n g d i t a w a r k a n d e n g a n m e n g g u n a k a n e m p a t
i n d i k a t o r p e n e l i t i a n y a i t u p e n y e d i a a n f a s i l i t a s , k e b e r s i h a n , p r o s e s j a s a
( k e c e p a t a n d a l a m m e l a y a n i k o n s u m e n ) , d a n k e r a m a h a n ( k o m u n i k a s i d a n
s o p a n s a n t u n d a l a m m e l a y a n i k o n s u m e n ) .
D. Metode Pengambilan Sampel
J . S u p r a n t o ( 2 0 0 6 : 2 3 9 ) , p e n e l i t i a n s a m p e l m e l i p u t i s e j u m l a h e l e m e n
r e s p o n d e n p o p u l a s i ( N ) l e b i h d a r i 3 0 . m e t o d e p e n g a m b i l a n s a m p e l p a d a p e n e l i t i a n
i n i Accidental Sampling, a d a l a h b e n t u k s a m p l i n g n o n p r o b a b i l i t a s d i m a n a a n g g o t a
s a m p e l n y a y a n g d i p i l i h a t a u d i a m b i l b e r d a s a r k a n k e m u d a h a n m e n d a p a t k a n d a t a
y a n g d i p e r l u k a n a t a u d i a d a k a n s e a d a n y a , s e p e r t i m u d a h d i t e m u i a t a u d i j a n g k a u
a t a u k e b e t u l a n d i t e m u k a n ( S i s w o n o H a r y o n o , 2 0 0 7 : 9 9 ) .
P o p u l a s i (N) d a l a m p e n e l i t i a n i n i a d a l a h j u m l a h k o n s u m e n y a n g
m e n g g u n a k a n j a s a p e i a y a n a n y a n g d i t a w a r k a n o l e h P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g y a n g j u m l a h n y a t i d a k d i k e t a h u i (infiniete), s a m p e l y a n g a k a n d i a m b i l
b e r j u m l a h 5 0 o r a n g r e s p o n d e n d e n g a n j a n g k a w a k t u p e n g a m b i l a n s a m p e l
d i l a k u k a n s e l a m a 3 h a r i y a i t u d a r i t a n g g a l 2 7 j u l i s a m p a i d e n g a n t a n g g a l 2 9 J u l i
2 0 1 0 .
E . Data Yang Diperlukan
1 . D a t a P r i m e r
D a t a P r i m e r m e n u r u t J . S u p r a n t o ( 2 0 0 0 : 1 0 ) a d a l a h d a t a y a n g d i o l a h
s e n d i r i o l e h s u a t u o r g a n i s a s i a t a u p e r o r a n g a n l a n g s u n g d a r i o b j e k n y a . D a t a
24
p r i m e r y a n g d i g u n a k a n d a l a m p e n e l i t i a n i n i a d a l a h h a s i l k u e s i o n e r y a n g
b e r u p a j a w a b a n d a r i r e s p o n d e n .
2 . D a t a S e k u n d e r
D a t a s e k u n d e r m e n u r u t J . S u p r a n t o ( 2 0 0 0 : 1 0 ) a d a l a h d a t a y a n g d i p e r o l e h
d a l a m b e n t u k j a d i d a n t e l a h d i o l a h o l e h p i h a k l a i n , y a n g b i a s a n y a d a l a m
b e n t u k p u b l i k a s i . D a t a s e k u n d e r y a n g d i g u n a k a n d a l a m p e n e l i t i a n i n i
m e l i p u t i :
a. S e j a r a h S i n g k a t P e r u s a h a a n
b . A k t i v i t a s P e r u s a h a a n
Cara Pengumpulan Data
1 . K u e s i o n e r
M e n u r u t S u g i y o n o ( 2 0 0 1 : 1 3 5 ) K u e s i o n e r a d a l a h t e k n i k p e n g u m p u l a n d a t a
y a n g d i l a k u k a n d e n g a n c a r a m e m b e r i s e p e r a n g k a t p e r t a n y a a n a t a u
p e r n y a t a a n t e r t u l i s k e p a d a r e s p o n d e n u n t u k d i j a w a b n y a .
2 . D o k u m e n t a s i
M e n u r u t S u g i y o n o ( 2 0 0 1 : 1 4 6 ) d o k u m e n t a s i y a i t u m e l i h a t d a n m e n g u t i p
c a t a t a n - c a t a t a n , l a p o r a n d o k u m e n d a n b u k u - b u k u u n t u k k e m u d i a n d i o l a h
m e n j a d i d a t a p e n u n j a n g .
25
G. Metode analisis
M e n u r u t F a n d y T j i p t o n o ( 1 9 9 9 : 3 7 ) , m e t o d e a n a l i s i s d a l a m p e n e l i t i a n i n i
a n t a r a l a i n :
1 . M e t o d e K u a l i t a t i f
Y a i t u a n a l i s i s y a n g d i l a k u k a n d e n g a n m e n g g u n a k a n u r a i a n - u r a i a n y a n g
r e l a v a n u n t u k m e n j e l a s k a n d a n m e m p e r k u a t h a s i l a n a l i s i s .
2 . M e t o d e K u a n t i t a t i f
Y a i t u a n a l i s i s d a t a d e n g a n m e n g g u n a k a n p e r a l a t a n s t a t i s t i k .
a ) U n t u k m e n g u k u r k i n e r j a P T . P O S I n d o n e s i a ( P e r s e r o ) P a l e m b a n g
-X = •==—
n
K e t e r a n g a n :
- B i l a N i l a i x > 3 b a i k
B i l a N i l a i x <3 k u r a n g b a i k
b ) P a d a p e n e l i t i a n i n i . u n t u k m e n g u k u r k e p u a s a n k o n s u m e n
m e n g g u n a k a n p e r s a m a a n :
P P I K P = —
EX
2 6
Dimana :
I K P : I n d e k s K e p u a s a n P e l a n g g a n
P P K i n e r j a N y a t a
E X H a r a p a n
Keterangan :
J i k a I K P > 1 K o n s u m e n P u a s d a n J i k a I K P < 1 K o n s u m e n T i d a k P u a s
M e n g k u a n t i t a t i f k a n d a t a k u a l i t a t i f d a l a m p e n e l i t i a n i n i d i g u n a k a n s k a l a
likert, ( S u g i y o n o , 2 0 0 1 : 8 7 ) y a i t u :
a. P e n i l a i a n R e s p o n d e n T e r h a d a p K i n e r j a K u a l i t a s P e i a y a n a n
1 ) S a n g a t P u a s , d e n g a n s k o r n i l a i 5
2 ) P u a s , d e n g a n s k o r n i l a i 4
3) N e t r a l , d e n g a n s k o r n i l a i 3
4 ) T i d a k P u a s , d e n g a n s k o r n i l a i 2
5 ) S a n g a t T i d a k P u a s , d e n g a n s k o r n i l a i 1
b . P e n i l a i a n R e s p o n d e n T e r h a d a p H a r a p a n
1 ) S a n g a t S e t u j u , d e n g a n s k o r n i l a i 5
2 ) S e t u j u , d e n g a n s k o r n i l a i 4
3 ) N e t r a l , d e n g a n s k o r n i l a i 3
4 ) T i d a k S e t u j u , d e n g a n s k o r n i l a i 2
5 ) S a n g a t T i d a k S e t u j u , d e n g a n s k o r n i l a i 1
27
BAB IV
PEMBAHASAN LAPORAN AKHIR
A. Gambaran Tempat Penelitian
1 . S e j a r a h S i n g k a t P e r u s a h a a n
P e i a y a n a n P o s d i I n d o n e s i a b e r a w a l d a r i g a g a s a n u n t u k m e m p e r l a n c a r a r u s
s u r a t - m e n y u r a t s e l a m a e r a k o l o n i a l B e l a n d a . G a g a s a n t e r s e b u t d i w u j u d k a n o l e h
G u b e m u r J e n d e r a l G . W . B a r o n b e r u p a p e n d i d i k a n k a n t o r p o s y a n g p e r t a m a d i
B a t a v i a p a d a t a n g g a l 2 6 A g u s t u s 1 7 4 6 . K a n t o r p o s s e m a k i n p e n t i n g p e r a n a n n y a
s e t e l a h d i t e m u k a n t e k n o l o g i t e l e g r a m d a n t e l p o n . B e r d a s a r k a n u n d a n g - u n d a n g
p e r u s a h a a n n e g a r a B e l a n d a s e j a k t a h u n 1 9 0 7 , j a w a t a n d i k e l o l a o l e h d e p a r t e m e n
p e r u s a h a a n - p e r u s a h a a n p e m e r i n t a h . J a w a t a n P T T ( P o s T e l e p o n d a n T e l e g r a p h )
m e n g e l o l a p o s t e l e p o n d a n t e l e g r a m p a d a s a a t j e p a n g t i b a d i I n d o n e s i a , j a w a t a n
P T T d i b a g i m e n u r u t s t r u k t u r o r g a n i s a s i p e m e r i n t a h m i l i t e r J e p a n g y a n g t e r b a g i
m e n j a d i j a w a t a n P T T J a w a d a n j a w a t a n P T T S u l a w e s i .
J a w a t a n P T T R e p u b l i k I n d o n e s i a b e r d i r i s e c a r a r e s m i p a d a t a n g g a l 2 7
S e p t e m b e r 1 9 4 5 s e t e l a h d i l a k u k a n p e n g a m b i l a n a l i h a n k a n t o r p u s a t P T T d i
B a n d u n g o l e h a n g k a t a n m u d a P T T d a r i p e m e r i n t a h m i l i t e r J e p a n g . D a l a m
p e r i s t i w a t e r s e b u t g u g u r s e k e l o m p o k p e m u d a a n g g o t a - a n g g o t a m u d a P T T d a n
t a n g g a t e r s e b u t m e n j a d i t o n g g a k s e j a r a h b e r d i r i n y a j a w a t a n P T T R e p u b l i k
I n d o n e s i a . P a d a t a n g g a l t e r s e b u t s e t i a p t a h u n d i p e r i n g a t i s e b a g a i h a r i b a k t i p o s t e l .
P e r k e m b a n g a n s e l a n j u t n y a s t a t u s j a w a t a n P T T b e r u b a h m e n j a d i
p e r u s a h a a n n e g a r a p o s d a n t e l e k o m u n i k a s i ( P N P O S T E L ) b e r d a s a r k a n p e r a t u r a n
2 8
p e m e r i n t a h n o m o r 2 4 0 t a h u n 1 9 6 1 . A g a r d i p e r o l e h k e b e b a s a n b e r g e r a k y a n g l e b i h
l u a s d a l a m m e n g e m b a n g k a n u s a h a P N d i p e c a h k a n m e n j a d i d u a b a d a n u s a h a y a n g
b e r b e d a , y a i t u p e r u s a h a a n N e g a r a P o s d a n G i r o , d a n p e r u s a h a a n N e g a r a
T e l e k o m u n i k a s i . P e m e c a h a n m e n j a d i d u a p e r u s a h a a n t e r s e b u t b e r d a s a r k a n
p e r a t u r a n p e m e r i n t a h n o m o r 3 0 t a h u n 1 9 6 5 .
A d a n y a U n d a n g - U n d a n g y a n g d i k e l u a r k a n d e n g a n n o m o r 9 t a h u n 1 9 6 9
t e n t a n g b e n t u k B a d a n U s a h a M i l i k N e g a r a , s t a t u s b a d a n u s a h a m i l i k n e g a r a
d i k e l o m p o k k a n m e n j a d i 3 b e n t u k , y a i t u :
1 . P e r u s a h a a n J a w a t a n ( P e r j a n )
2 . P e r u s a h a a n U m u m ( P e r u m )
3 . P e r u s a h a a n P e r s e o r a n g a n ( P e r s e r o )
T a h a p p e r k e m b a n g a n s e l a n j u t n y a s t a t u s p e r u s a h a a n n e g a r a p o s d a n g i r o
d i u b a h m e n j a d i p e r u s a h a a n u m u m d a n g i r o . P e r u b a h a n t e r s e b u t b e r d a s a r k a n
p e r a t u r a n p e m e r i n t a h n o m o r 9 t a h u n 1 9 7 8 . S e h u b u n g a n d e n g a n t e r j a d i n y a
p e r u b a h a n - p e r u b a h a n d a l a m i k l i m u s a h a , s t a t u s s e b a g a i p e r u s a h a a n u m u m
d i s e m p u m a k a n . P e n y e m p u m a a n t e r s e b u t m e n y a n g k u t t a t a c a r a p e m b i n a a n d a n
p e n g a w a s a n p e r a t u r a n p e m e r i n t a h n o m o r 2 4 t a h u n 1 9 8 4 .
M e n g h a d a p i p e r t u m b u h a n d u n i a u s a h a y a n g s e m a k i n k o m p l e k s d a n p e n u h
p e r s a i n g a n d i p e r l u k a n p e n y e s u a i a n s t a t u s b a d a n u s a h a y a n g l e b i h f l e k s i b e ! d a n
d i n a m i s , a g a r m a m p u m e n g e m b a n g k a n p e i a y a n a n y a n g l e b i h b a i k . D e n g a n d a s a r
t e r s e b u t , m a k a s t a t u s p e r u s a h a a n u m u m p o s d a n g i r o m e n j a d i P T P o s
2 9
I n d o n e s i a . P e r u s a h a a n ( P e r s e r o ) b e r d a s a r k a n p e r a t u r a n p e m e r i n t a h n o m o r 5 t a h u n
1 9 9 5 p a d a t a n g g a l 2 0 J u n i 1 9 9 5 .
2 . A k t i v i t a s P e r u s a h a a n
a . S t r u k t u r O r g a n i s a s i
A k t i v i t a s p e r u s a h a a n m e m e g a n g p e r a n a n y a n g s a n g a t p e n t i n g d a l a m
m e n d u k u n g d a n m e n u n j a n g k e l a n g s u n g a n h i d u p p e r u s a h a a n , j i k a a k t i v i t a s
p e r u s a h a a n t e r g a n g g u , m a k a p e r u s a h a a n a k a n m e n g a l a m i k e s u l i t a n d a l a m
p e n c a p a i a n t u j u a n n y a . A k t i v i t a s P T . P o s I n d o n e s i a ( p e r s e r o ) P a l e m b a n g s a n g a t
t e r g a n t u n g p a d a p e r a n a n p i m p i n a n ( k e p a l a c a b a n g n y a ) , b e s e r t a s t a f - s t a f h y a .
A d a p u n b i d a n g - b i d a n g y a n g m e n j a l a n k a n a k t i v i t a s p a d a P T . P o s I n d o n e s i a
( p e r s e r o ) P a l e m b a n g d a p a t d i j e l a s k a n s e b a g a i b e r i k u t :
1 ) K e p a l a K a n t o r
B a g i a n K e p a l a K a n t o r b e r t a n g g u n g j a w a b a t a s p e l a k s a n a a n ,
p e n g k o o r d i n a s i a n d a n p e n g i n t e g r a s i a n s e l u r u h u n i t o r g a n i s a s i , u n i t k e r j a
d i b a w a h n y a s e h i n g g a d i p e r o l e h s i n e r g i y a n g m a k s i m a l d a l a m p e n c a p a i a n
m i s i , t u j u a n , d a n r e n c a n a k e r j a p e r u s a h a a n .
2 ) M a n a j e r O p e r a s i
M e n u n j a n g s e m u a k e g i a t a n o p e r a s i p e r u s a h a a n , m e n u n j a n g d a t a o p e r a s i
p e r u s a h a a n , m e n g u m p u l k a n d a n m e n g o l a h d a t a o p e r a s i d a n k e g i a t a n
p e n u n j a n g l a i n n y a s e r t a m e m a n t a u l a p o r a n p e n d a p a t a n b a i k u n t u k
k e p e r l u a n i n f o r m a s i a t a u k o o r d i n a s i .
3 0
3 ) B a g i a n P e i a y a n a n k o m u n i k a s i
K a r y a w a n m e m i l i k i t u g a s y a i t u :
a ) M e l a y a n i k o m u n i k a s i b a i k d a r i p i h a k i n t e r n a t a u p u n p i h a k e k s t e m
p e r u s a h a a n , m e n g h i m p u n d a n m e n g a n a l i s a d a t a p e l a n g g a n p e r j e n i s
l a y a n a n y a n g d i t a w a r k a n .
b ) M e m b e r i k a n p e i a y a n a n k e p a d a p i h a k y a n g m e m b u t u h k a n .
4) B a g i a n P e i a y a n a n L o g i s t i k
K a r y a w a n b e r t u g a s m e n e r i m a b a r a n g p i n d a h d a r i k o t a k e k o t a , p o i n t t o
p o i n t , b a r a n g p e n g i r i m a n p o s p a k e t d a r i d a l a m k e l u a r n e g e r i .
5 ) B a g i a n P e n g g u n a a n J a s a K e u a n g a n
K a r y a w a n b e r t u g a s m e m b e r i k a n d a n a k r e d i t k e p a d a p i h a k y a n g
m e m b u t u h k a n , m e n g e n d a l i k a n s y s t e m , p r o s e d u r d a n m u t u p e i a y a n a n d a n
p e l a k s a n a a n j a s a m e l i p u t i w e s e l , g i r o p o s , t a b a n a s , p e n s i o n , d a n j a s a
k e u a n g a n l a i n n y a s e r t a m e n y i a p k a n l a p o r a n .
6 ) B a g i a n R e g i s t r a s i
B a g i a n r e g i s t r a s i b e r t u g a s m e l a k u k a n p e n g o l a h a n n o n P P W , s u m b e r d a y a
s t a t i s t i k d a n r e g i s t e r s u r a t - s u r a t b e r h a r g a .
7 ) B a g i a n G i r o
B a g i a n g i r o p a d a P T P o s i n i b e r t u g a s m e m b e r i k a n p e i a y a n a n g i r o ,
r e k e n i n g K o r a n , m e l a k s a n a k a n p e m e r i k s a a n .
3 1
8 ) B a g i a n J a r i n g a n
K a r y a w a n p a d a b a g i a n j a r i n g a n b e r t u g a s m e m b e r i k a n p e n g e n d a l i a n m u t u
j a r i n g a n i n t e r n a l m a u p u n p e n g e n d a l i a n m u t u j a r i n g a n e k s t e m a l l u a s b a t a s
a n t a r p e i a y a n a n k a n t o r p o s s e j a r i n g .
9 ) B a g i a n A n t a r a n
S e t i a p k a r y a w a n p a d a b a g i a n a n t a r a n m e m i l i k i t u g a s y a i t u m e n y o r t i r s u r a t ,
m e n g a n t a r s u r a t , p a k e t , w e s e l , p a k e t p o s .
1 0 ) B a g i a n K e u a n g a n
K a r y a w a n y a n g b e r a d a p a d a b a g i a n k e u a n g a n b e r t u g a s u n t u k m e n g a t u r
p e r e d a r a n p e n d a n a a n d i d a l a m p e r u s a h a a n s e r t a m e m b u a t d a n m e n y u s u n
l a p o r a n k e u a n g a n d a n g a j i .
1 1 ) B a g i a n A k u n t a n s i
K a r y a w a n b e r t u g a s m e l a k s a n a k a n p r o s e s a k u n t a n s i y a n g m e l i p u t i
m e n y u s u n n e r a c a l a p o r a n k e u a n g a n , m e n y u s u n r e n c a n a a n g g a r a n ,
m e n g a w a s i d a n m e n g e n d a l i k a n l i k u i d i t a s k e u a n g a n u n i t p e l a k s a n a a n
t e k n o l o g i s i s t e m i n f o r m a s i .
32
b . P r o d u k y a n g d i t a w a r k a n
P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g d a l a m m e n j a l a n k a n a k t i v i t a s n y a
m e n a w a r k a n b e b e r a p a p r o d u k j a s a , a n t a r a l a i n :
1 ) W e s t e r n U n i o n a d a l a h l a y a n a n p e n e r i m a a n d a n p e n g i r i m a n t r a n s f e r
u a n g d a r i d a n k e l u a r n e g e r i m e l a l u i s i s t e m d a n j a r i n g a n w e s t e r n u n i o n
d i k a n t o r p o s .
2) P o s K i l a t K h u s u s a d a l a h p e n g i r i m a n d o k u m e n , S u r a t p o s ( S u r a t ,
W a r k a t p o s , K a r t u p o s , B a r a n g C e t a k a n , S u r a t K a b a r , s e k o g r a m , d a n
B u n g k u s a n K e c i l ) s e r t a b a r a n g y a n g m e n g a n d a l k a n k e c e p a t a n k i r i m a n ,
t e p a t w a k t u , u n t u k j a r i n g a n d a l a m n e g e r i d e n g a n j a n g k a u a n s e l u r u h
n u s a n t a r a .
3 ) P o s p a y a d a l a h l a y a n a n p e n e r i m a a n p e m b a y a r a n b e r b a g a i t a g i h a n d a n
a n g s u r a n ( a p a p u n ) s e c a r a o n l i n e d i k a n t o r p o s .
4) W e s e l p o s I n s t a n a d a l a h l a y a n a n p e n g i r i m a n u a n g u n t u k h u b u n g a n
d a l a m n e g e r i y a n g d i l a y a n i o l e h k a n t o r p o s s e c a r a o n l i n e d a n w a k t u
t e m p u h s e k e t i k a .
5) E k p r e s s M a i l S e r v i c e ( E M S ) a d a l a h l a y a n a n p r e m i u m p e n g i r i m a n
d o k u m e n d a n b a r a n g k e l u a r n e g e r i y a n g m u d a h d i l a c a k d e n g a n w a k t u
t e m p u h d a n s t a n d a r w a k t u p e n y e r a h a n m a k s i m a l t i g a h a r i .
33
B. Deskripsi Data
1 . G a m b a r a n I n d i k a t o r
a ) P e n y e d i a a n f a s i l i t a s
F a s i l i t a s y a n g t e r s e d i a p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g
saa t p e n u l i s m e l a k u k a n p e n e l i t i a n s e l a m a p r a k t e k k e r j a m a g a n g ,
t e m y a t a p a d a r u a n g a n d i t e m p a t k o s u m e n m e n u n g g g u / t r a n s a k s i
s a n g a t p a n a s a t a u t i d a k a d a n y a f a s i l i t a s p e n d i n g i n r u a n g a n d a n
p e n y e d i a a n t o i l e t y a n g t i d a k d i k e t a h u i o l e h k o n s u m e n .
b ) K e b e r s i h a n
T e r b a t a s n y a k e t e r s e d i a a n k o t a k s a m p a h d i l i n g k u n g a n P T . P o s
I n d o n e s i a ( P e r s e r o ) P a l e m b a n g s e h i n g g a m a s i h a d a k o n s u m e n y a n g
m e m b u a n g s a m p a h s e m b a r a n g a n d a n d a r i p e n g a m a t a n p e n u l i s
t e r j a d i n y a p e n u m p u k a n s a m p a h d i b a g i a n b e l a k a n g k a r e n a t i d a k a d a
b a k k h u s u s t e m p a t p e m b u a n g a n s a m p a h .
c ) P r o s e s j a s a ( k e c e p a t a n d a l a m m e l a y a n i k o n s u m e n )
P r o s e s j a s a y a n g d i b e r i k a n o l e h P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g d a r i p e n g a m a t a n p e n u l i s , k e c e p a t a n k a r y a w a n d a l a m
m e l a y a n i p e r m i n t a a n k o n s u m e n t e r k e s a n s a n g a t l a m b a n h a l i n i t e r l i h a t
d a r i j u m l a h l o k e t y a n g t e l a h d i s e d i a k a n m a s i h t e r j a d i a n t r i a n p a n j a n g .
34
d ) K e r a m a h a n ( k o m u n i k a s i d a n s o p a n s a n t u n d a l a m m e l a y a n i k o n s u m e n
K e r a m a h a n k a r y a w a n P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g , d a r i
p e n g a m a t a n p e n u l i s m a s i h a d a k a r y a w a n y a n g b e r s i k a p a c u h t a k a c u h
s a a t b e r h a d a p a n d a n m e l a y a n i p e r m i n t a a n k o n s u m e n
2 . G a m b a r a n R e s p o n d e n
T i n g k a t k e p u a s a n k o n s u m e n t e r h a d a p p e i a y a n a n y a n g d i b e r i k a n o l e h P T .
P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g , d a p a t d i k e t a h u i d e n g a n m e n g g u n a k a n m e t o d e
k u e s i o n e r . P o p u l a s i d a l a m p e n e l i t i a n i n i a d a l a h s e l u r u h k o n s u m e n y a n g
m e n g g u n a k a n j a s a p e i a y a n a n y a n g d i t a w a r k a n o l e h P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g d e n g a n s a m p e l y a n g d i a m b i l b e r j u m l a h 5 0 o r a n g r e s p o n d e n .
K a r a k t e r i s t i k r e s p o n d e n d i k l a s i f i k a s i k a n b e r d a s a r k a n ; j e n i s k e l a m i n , u s i a ,
p e n d i d i k a n , p e k e r j a a n d a n p e n g h a s i l a n .
a. Karakteristik responden berdasarkan jenis kelamin
Tabel IV. 1
Karakteristik Responden Berdasarkan Jenis Kelamin
Pada PT. Pos Indonesia (Persero) Palembang
No Jenis Kelamin Jumlah Persentase (%)
1 L a k i - l a k i 2 5 5 0 %
2 P e r e m p u a n 2 5 5 0 %
Jumlah 5 0 1 0 0 %
S u m b e r : O l a h a n D a t a P r i m e r , 2 0 1 0
3 5
B e r d a s a r k a n t a b l e I V . 1 d i k e t a h u i b a h w a k a r a k t e r i s t i k r e s p o n d e n
b e r d a s a r k a n j e n i s k e l a m i n l a k i - l a k i s e b e s a r 5 0 % s e d a n g k a n p e r e m p u a n
s e b e s a r 5 0 % .
b. Karakteristik responden berdasarkan usia
Tabel IV. 2
Karakteristik Responden Berdasarkan Usia
Pada PT. Pos Indonesia (Persero) Palembang
No Umur Jumlah Persentase (%)
1 1 6 - 2 5 2 1 4 2 %
2 2 6 - 3 5 1 7 3 4 %
3 3 6 - 4 5 8 1 6 %
4 D i a t a s 4 5 4 8 %
Jumlah 5 0 1 0 0 %
S u m b e r : O l a h a n D a t a P r i m e r , 2 0 1 0
B e r d a s a r k a n t a b l e I V . 2 d i k e t a h u i b a h w a k a r a k t e r i s t i k r e s p o n d e n
b e r d a s a r k a n t i n g k a t u s i a d i d o m i n a s i p a d a t i n g k a t u s i a 1 6 - 2 5 t a h u n
d e n g a n p e r s e n t a s e 4 2 % , p a d a u r u t a n k e d u a t i n g k a t u s i a 2 6 - 3 5 t a h u n
d e n g a n p e r s e n t a s e 3 4 % , p a d a u r u t a n k e t i g a t i n g k a t u s i a 3 6 - 4 5 t a h u n
d e n g a n p e r s e n t a s e 1 6 % d a n p a d a u r u t a n t e r a k h i r t i n g k a t u s i a d i a t a s 4 5
d e n g a n p e r s e n t a s e 8 % .
36
c. Karakteristik responden berdasarkan tingkat pendidikan
Tabel IV. 3
Karakteristik Responden Berdasarkan Tingkat Pendidikan
Pada PT. Pos Indonesia (Persero) Palembang
No Pendidikan Jumlah Persentase (%)
1 S M P 11 2 2 %
2 S M A 1 7 3 4 %
3 D I P L O M A 13 2 6 %
4 S T R A T A 9 1 8 %
Jumlah 5 0 1 0 0 %
S u m b e r : O l a h a n Data P r i m e r , 2 0 1 0
B e r d a s a r k a n t a b e l I V . 3 d i a t a s d i k e t a h u i b a h w a k a r a k t e r i s t i k r e s p o n d e n
b e r d a s a r k a n t i n g k a t p e n d i d i k a n p a d a P T . P o s I n d o n e s i a ( p e r s e r o )
d i d o m i n a s i p a d a t i n g k a t p e n d i d i k a n S M A d e n g a n p e r s e n t a s e 3 4 % , u r u t a n
k e d u a p a d a t i n g k a t p e n d i d i k a n D I P L O M A d e n g a n p e r s e n t a s e 2 6 % , u r u t a n
k e t i g a p a d a t i n g k a t p e n d i d i k a n S M P d e n g a n p e r s e n t a s e 2 2 % d a n u r u t a n
t e r a k h i r p a d a t i n g k a t p e n d i d i k a n S T R A T A d e n g a n p e r s e n t a s e n y a 1 8 % .
3 7
d. Karakteristik responden berdasarkan pekerjaan
Tabel IV. 4
Karakteristik Responden Berdasarkan Pekerjaan
Pada PT. Pos Indonesia (Persero) Palembang
N o Pekerjaan Jumlah Persentase (%)
1 P e l a j a r / M a h a s i s w a 1 7 3 4 %
2 P N S / B U M N 8 1 6 %
3 S w a s t a 9 1 8 %
4 W i r a s w a s t a 7 1 4 %
5 L a i n n y a 9 1 8 %
Jumlah 50 1 0 0 %
S u m b e r : O l a h a n D a t a P r i m e r , 2 0 1 0
B e r d a s a r k a n t a b e l I V . 4 d i a t a s d i k e t a h u i b a h w a k a r a k t e r i s t i k r e s p o n d e n
b e r d a s a r k a n p e k e r j a a n d i d o m i n a s i p a d a p e k e r j a a n P e l a j a r / M a h a s i s w a
d e n g a n p e r s e n t a s e 3 4 % , u r u t a n k e d u a p a d a S w a s t a d a n L a i n n y a d e n g a n
p e r s e n t a s e n y a s a m a y a i t u 1 8 % , u r u t a n k e t i g a p a d a P N S / B U M N d e n g a n
p e r s e n t a s e 1 6 % , d a n u r u t a n t e r a k h i r p a d a W i r a s w a s t a d e n g a n
p e r s e n t a s e n y a s e b e s a r 1 4 % .
3 8
e. Karakteristik responden berdasarkan penghasilan.
Tabel IV. 5
Karakteristik Responden Berdasarkan Penghasilan Perbulan
Pada PT. Pos Indonesia (Persero) Palembang
No Penghasilan Jumlah Persentase (%)
1 R p . 5 0 0 . 0 0 0 - 1 . 0 0 0 . 0 0 0 2 7 5 4 %
2 R p . 1 . 0 0 0 . 0 0 0 - 2 . 0 0 0 . 0 0 0 15 3 0 %
3 R p . 2 . 0 0 0 . 0 0 0 k e a t a s 8 1 6 %
Jumlah 5 0 1 0 0 %
S u m b e r : O l a h a n D a t a P r i m e r , 2 0 1 0
B e r d a s a r k a n t a b e l I V . 5 d i a t a s d i k e t a h u i b a h w a k a r a k t e r i s t i k r e s p o n d e n
b e r d a s a r k a n p e n g h a s i l a n d i d o m i n a s i p a d a t i n g k a t p e n g h a s i l a n R p . 5 0 0 . 0 0 0
- 1 . 0 0 0 . 0 0 0 d e n g a n p e r s e n t a s e 5 4 % , u r u t a n k e d u a p a d a t i n g k a t p e n g h a s i l a n
R p . 1 . 0 0 0 . 0 0 0 - 2 . 0 0 0 . 0 0 0 d e n g a n p e r s e n t a s e 3 0 % d a n u r u t a n k e t i g a p a d a
t i n g k a t p e n g h a s i l a n R p . 2 . 0 0 0 . 0 0 0 k e a t a s d e n g a n p e r s e n t a s e 1 6 % .
3 9
C. Pembahasan Hasil Penelitian.
1. Penilaian konsumen terhadap kinerja pada PT. Pos Indonesia
(Persero) Palembang.
a. Penyediaan Fasilitas
Tabel IV. 6
Penilaian Konsumen Terhadap Kinerja Penyediaan Fasilitas
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t P u a s 0 5 0
P u a s 6 4 2 4
N e t r a l 2 2 3 6 6
T i d a k P u a s 1 4 2 2 8
S a n g a t T i d a k P u a s 8 1 8
Jumlah 50 126
S u m b e r : O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p k i n e r j a p a d a i n d i k a t o r p e n y e d i a a n f a s i l i t a s P T .
- 1 2 6 P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g x = =— = = 2 , 5 2 . H a l i n i
n 5 0
m e n u n j u k k a n p e n y e d i a a n f a s i l i t a s d i n i l a i k u r a n g b a i k , d i m a n a n i l a i x < 3,
o l e h k a r e n a i t u h e n d a k n y a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g d a l a m
p e n y e d i a a n f a s i l i t a s l e b i h d i p e r h a t i k a n l a g i t e r u t a m a f a s i l i t a s d i m a n a
k o n s u m e n m e l a k u k a n t r a n s a k s i .
4 0
b. Kebersihan
Tabel IV. 7
Penilaian Konsumen Terhadap Kinerja Kebersihan
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t P u a s 5 0
P u a s 13 4 5 2
N e t r a l 9 3 3 9
T i d a k P u a s 2 1 2 4 2
S a n g a t T i d a k P u a s 7 1 7
Jumlah 50 140
S u m b e r ; O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p k i n e r j a p a d a i n d i k a t o r k e b e r s i h a n p a d a P T . P o s
- 1 4 0 I n d o n e s i a ( P e r s e r o ) P a l e m b a n g x = = - = = 2 , 8 . H a l i n i m e n u n j u k k a n
n 5 0
k i n e r j a k e b e r s i h a n k u r a n g b a i k , d i m a n a x < 3, o l e h k a r e n a i t u p e r u s a h a a n
p e r l u m e m p e r h a t i k a n h a l k e b e r s i h a n k a r e n a p e n g a r u h k e b e r s i h a n l i n g k u n g a n
a k a n s a n g a t b e r d a m p a k k e p a d a k e p u a s a n s e o r a n g k o n s u m e n .
41
c. Proses Jasa (kecepatan dalam melayani konsumen)
Tabel IV. 8
Penilaian Konsumen Terhadap Kinerja Kualitas Jasa
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t P u a s 7 5 3 5
P u a s 9 4 3 6
N e t r a l 1 8 3 5 4
T i d a k P u a s 14 2 2 8
S a n g a t T i d a k P u a s 2 1 2
Jumlah 50 156
S u m b e r : O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p k i n e r j a p a d a i n d i k a t o r p r o s e s j a s a P T . P o s
- 1 5 6 I n d o n e s i a ( P e r s e r o ) P a l e m b a n g x=^=-— = = 3 , 1 2 . H a l i n i m e n u n j u k k a n
n 5 0
p r o s e s j a s a y a n g t e r j a d i b a i k , d i m a n a x > 3, n a m u n h a l i n i p e r l u
d i p e r t a h a n k a n d e n g a n m e n i n g k a t k a n k e c e p a t a n d a l a m m e l a y a n i p e r m i n t a a n
k o n s u m e n .
d. Keramahan (komunikasi dan kesopanan dalam melayani kosumen)
Tabel IV. 9
Penilaian Konsumen Terhadap Kinerja Keramahan
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t P u a s 2 5 1 0
P u a s 4 4 1 6
N e t r a l 8 3 2 4
T i d a k P u a s 2 3 2 4 6
S a n g a t T i d a k P u a s 13 1 13
Jumlah 5 0 1 0 9
S u m b e r : O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p k i n e r j a k e r a m a h a n p a d a P T . P o s I n d o n e s i a
- y]x 1 0 9 ( P e r s e r o ) P a l e m b a n g x--=— = = 2 , 1 8 . H a l i n i m e n u n j u k k a n
n 5 0
k e r a m a h a n k a r y a w a n d i n i l a i k u r a n g b a i k , d i m a n a x < 3, o l e h k a r e n a i t u
h e n d a k n y a k e r a m a h a n p e r l u d i p e r h a t i k a n l a g i d i m a n a s i k a p k a r y a w a n saa t
b e r h a d a p a n d e n g a n k o n s u m e n h a r u s l a h r a m a h d e n g a n m u r a h s e n y u m d a n
m e n g e r t i a p a k e i n g i n a n k o n s u m e n .
S e t e l a h d i l a k u k a n p e m b a h a s a n p a d a s e t i a p i n d i k a t o r , m a k a a k a n d i d a p a t
r e k a p i t u l a s i p e n i l a i a n k o n s u m e n t e r h a d a p k i n e r j a ( P P ) P T . P o s I n d o n e s i a
( P e r s e r o ) P a l e m b a n g s e b a g a i b e r i k u t :
Tabel IV. 10
Rekapitulasi Penilaian Konsumen Terhadap Kinerja (PP)
Pada PT. Pos Indonesia (Persero) Palembang
No Indikator Peringkat Skor Kinerja
1 F a s i l i t a s 2 2 , 5 2
2 K e b e r s i h a n 3 2 , 8
3 P r o s e s J a s a 1 3 , 1 2
4 K e r a m a h a n 4 2 , 1 8
Jumlah 10,62
Rata-rata 2,655
S u m b e r : O l a h a n D a t a P r i m e r , 2 0 1 0
B e r d a s a r k a n t a b e l r e k a p i t u l a s i p e n i l a i a n k o n s u m e n t e r h a d a p k i n e r j a P T .
P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g d i p e r o l e h s k o r r a t a - r a t a s e b e s a r 2 , 6 5 5 a r t i n y a
k e e m p a t i n d i k a t o r d a r i k i n e r j a t e r s e b u t b e r a d a d i a n t a r a n e t r a l d a n p u a s . D a n d a r i
h a s i l r e k a p i t u l a s i p e n i l a i a n t e r s e b u t d a p a t d i l i h a t p e r i n g k a t d a n s k o r k i n e r j a s e t i a p
i n d i k a t o r y a n g d i t e l i t i y a i t u p a d a i n d i k a t o r f a s i l i t a s y a n g d i h a s i l k a n m e n d a p a t k a n
p e r i n g k a t k e - 2 d e n g a n s k o r p e n i l a i a n k i n e r j a 2 , 5 2 . P a d a i n d i k a t o r k e b e r s i h a n
m e n d a p a t k a n p e r i n g k a t k e - 3 d e n g a n s k o r p e n i l a i a n k i n e r j a 2 , 8 . P a d a i n d i k a t o r
p r o s e s j a s a m e n d a p a t k a n p e r i n g k a t k e - 1 d e n g a n s k o r p e n i l a i a n k i n e r j a p e n i l a i a n
3 , 1 2 . S e d a n g k a n p a d a i n d i k a t o r k e r a m a h a n m a n d a p a t k a n p e r i n g k a t k e - 4 d e n g a n
s k o r p e n i l a i a n k i n e r j a s e b e s a r 2 , 1 8 .
2. Penilaian konsumen terhadap harapan pada PT. Pos Indonesia (Persero)
Palembang.
a. Penyediaan Fasilitas
Tabel IV. 11
Penilaian Konsumen Terhadap Harapan Penyediaan Fasilitas
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t S e t u j u 2 3 5 1 1 5
S e t u j u 2 7 4 1 0 8
N e t r a l 0 3 0
T i d a k S e t u j u 0 2 0
S a n g a t T i d a k S e t u j u 0 1 0
Jumlah 50 223
S u m b e r : O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n p a d a i n d i k a t o r f a s i l i t a s p a d a P T . P o s
I n d o n e s i a ( P e r s e r o ) P a l e m b a n g v = - = — = = 4 , 4 6 . T e m y a t a d a r i h a s i l
« 5 0
s k o r p e n i l a i a n , k o n s u m e n b e r h a r a p a t a u s e t u j u d e n g a n a d a n y a p e n a m b a h a n
p e n y e d i a a n f a s i l i t a s a l a t p e n d i n g i n r u a n g a n ( A C ) d a n t o i l e t d i t e m p a t
t r a n s a k s i .
4 5
b. Kebersihan
Tabel IV. 12
Penilaian Konsumen Terhadap Harapan Kebersihan
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t S e t u j u 8 5 4 0
S e t u j u 2 6 4 1 0 4
N e t r a l 1 6 3 4 8
T i d a k S e t u j u 0 2 0
S a n g a t T i d a k S e t u j u 0 1 0
Jumlah 50 192
S u m b e r : O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n p a d a i n d i k a t o r k e b e r s i h a n p a d a P T . P o s
I n d o n e s i a ( P e r s e r o ) P a l e m b a n g x = =— = = 3 , 8 4 . T e m y a t a d a r i h a s i l
n 5 0
s k o r p e n i l a i a n , k o n s u m e n b e r h a r a p p a d a P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g l e b i h m e m p e r h a t i k a n k e b e r s i h a n l i n g k u n g a n d e n g a n c a r a
m e m b e r i k a n p e n y e d i a a n b a k a t a u t e m p a t s a m p a h d a n m e n g i n g a t k a n k e p a d a
s e l u r u h s t a k e h o l d e r s P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g a g a r d a p a t
m e m b u a n g s a m p a h p a d a t e m p a t n y a .
4 6
c. Proses Jasa (kecepatan dalam melayani konsumen)
Tabel IV. 13
Penilaian Konsumen Terhadap Harapan Kualitas Jasa
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t S e t u j u 2 3 5 1 1 5
S e t u j u 1 7 4 6 8
N e t r a l 1 0 3 3 0
T i d a k S e t u j u 0 2 0
S a n g a t T i d a k S e t u j u 0 1 0
Jumlah 50 213
S u m b e r : O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n p a d a i n d i k a t o r p r o s e s j a s a p a d a P T . P o s
I n d o n e s i a ( P e r s e r o ) P a l e m b a n g x = = — = = 4 , 2 6 . T e m y a t a d a r i h a s i l
fi 5 0
s k o r p e n i l a i a n , k o n s u m e n b e r h a r a p k e p a d a P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g a g a r d a p a t m e m b e r i k a n p e l a t i h a n k e p a d a s e l u m h k a r y a w a n
t e n t a n g m a s a l a h k e c e p a t a n d a l a m m e l a y a n i k o n s u m e n d e n g a n c a r a m e l a k u k a n
p e r h i t u n g a n ( w a k t u y a n g d i g u n a k a n d a l a m m e l a y a n i 1 ( s a t u ) o r a n g k o n s u m e n )
s e h i n g g a a k a n l e b i h e f e k t i f d a n e f i s i e n .
d. Keramahan (komunikasi dan kesopanan dalam melayani konsumen)
Tabel IV. 14
Penilaian Konsumen Terhadap Harapan Keramahan
PT. Pos Indonesia (Persero) Palembang
Responden Skor Total Penilaian
(R) (S) ( R x S )
S a n g a t S e t u j u 2 1 5 1 0 5
S e t u j u 1 6 4 6 4
N e t r a l 13 3 3 9
T i d a k S e t u j u 0 2 0
S a n g a t T i d a k S e t u j u 0 1 0
Jumlah 50 208
S u m b e r : O l a h a n D a t a P r i m e r 2 0 1 0
B e r d a s a r k a n k e t e r a n g a n t a b e l d i a t a s d a p a t d i s i m p u l k a n b a h w a t i n g k a t
p e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n p a d a i n d i k a t o r k e r a m a h a n p a d a P T . P o s
I n d o n e s i a ( P e r s e r o ) P a l e m b a n g x = =— = = 4 , 1 6 . T e m y a t a d a r i h a s i l
n 5 0
s k o r p e n i l a i a n , k o n s u m e n b e r h a r a p p a d a P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g a g a r d a p a t m e m b e r i k a n p e r h a t i a n y a n g l e b i h t e r h a d a p k o n s u m e n
d a n m e n g a n g g a p k o n s u m e n t e r s e b u t s e b a g a i s e o r a n g r a j a . S e h i n g g a k o n s u m e n
t e r s e b u t a k a n m e r a s a l e b i h n y a m a n u n t u k m e n g g u n a k a n p e i a y a n a n / j a s a d a r i
P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g .
48
S e t e l a h d i l a k u k a n p e m b a h a s a n p a d a s e t i a p i n d i k a t o r m a k a a k a n d i d a p a t
r e k a p i t u l a s i p e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n ( E X ) p a d a P T . P o s I n d o n e s i a
( P e r s e r o ) P a l e m b a n g , s e b a g a i b e r i k u t ;
Tabel IV. 15
Rekapitulasi Penilaian Konsumen Terhadap Harapan (EX)
Pada PT. Pos Indonesia (Persero) Palembang
No Indikator Peringkat Skor Kinerja
1 F a s i l i t a s 1 4 , 4 6
2 K e b e r s i h a n 4 3 , 8 4
3 P r o s e s J a s a 2 4 , 2 6
4 K e r a m a h a n 3 4 , 1 6
Jumlah 16,72
Rata-rata 4,18
S u m b e r : O l a h a n D a t a P r i m e r , 2 0 1 0
B e r d a s a r k a n t a b e l r e k a p i t u l a s i p e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n P T .
P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g d i p e r o l e h s k o r r a t a - r a t a s e b e s a r 4 , 1 8 a r t i n y a
k e l i m a i n d i k a t o r d a r i k i n e r j a t e r s e b u t b e r a d a d i a n t a r a n e t r a l d a n s e t u j u . D a n d a r i
h a s i l r e k a p i t u l a s i p e n i l a i a n t e r s e b u t d a p a t d i l i h a t p e r i n g k a t d a n s k o r k i n e r j a s e t i a p
i n d i k a t o r y a n g d i t e l i t i y a i t u p a d a i n d i k a t o r f a s i l i t a s y a n g d i h a s i l k a n m e n d a p a t k a n
p e r i n g k a t k e - 1 d e n g a n s k o r p e n i l a i a n k i n e r j a 4 , 4 6 . P a d a i n d i k a t o r k e b e r s i h a n
m e n d a p a t k a n p e r i n g k a t k e - 4 d e n g a n s k o r p e n i l a i a n k i n e r j a 3 , 8 4 . P a d a i n d i k a t o r
p r o s e s j a s a m e n d a p a t k a n p e r i n g k a t k e - 2 d e n g a n s k o r p e n i l a i a n k i n e r j a 4 , 2 6 .
S e d a n g k a n p a d a i n d i k a t o r k e r a m a h a n m a n d a p a t k a n p e r i n g k a t k e - 3 d e n g a n s k o r
p e n i l a i a n k i n e r j a s e b e s a r 4 , 1 6 .
B e r d a s a r k a n h a s i l p e m b a h a s a n d i a t a s , p e n i l a i a n k o n s u m e n t e r h a d a p
k i n e r j a n y a t a d a n p e n i l a i a n k o n s u m e n t e r h a d a p h a r a p a n p a d a P T . P o s I n d o n e s i a
( P e r s e r o ) P a l e m b a n g , m a k a a k a n d i d a p a t h a s i l i n d e k s k e p u a s a n p e l a n g g a n ( I K P )
p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g y a n g d a p a t d i l i h a t p a d a t a b e l I V . 2 0
d e n g a n h a s i l p e r h i t u n g a n b e r d a s a r k a n k r i t e r i a s e b a g a i b e r i k u t :
1 ) K o n s u m e n a k a n p u a s , j i k a I K P > 1 y a n g b e r a r t i b a h w a k i n e r j a n y a t a > d a r i
h a r a p a n k o n s u m e n .
2 ) K o n s u m e n a k a n t i d a k p u a s , j i k a I K P < 1 y a n g b e r a r t i b a h w a k i n e r j a n y a t a <
d a r i h a r a p a n k o n s u m e n .
Tabel IV. 16
Perhitungan Indeks Kepuasan Pelanggan (IKP)
Pada PT. Pos Indonesia (Persero) Palembang
No Indikator Kinerja Nyata
(PP)
Harapan
(EX)
Indeks Kepuasan
Pelanggan (IKP)
1 F a s i l i t a s 2 , 5 2 4 , 4 6 0 , 5 6
2 K e b e r s i h a n 2 , 8 3 , 8 4 0 , 7 2
3 P r o s e s J a s a 3 , 1 2 4 , 2 6 0 , 7 3
4 K e r a m a h a n 2 , 1 8 4 , 1 6 0 , 5 2
Jumlah 10,62 16,72 2,53
Rata-rata 2,655 4,18 0,63
S u m b e r : O l a h a n D a t a P r i m e r , 2 0 1 0
50
B e r d a s a r k a n t a b e l d i a t a s m a k a d a p a t d i h i t u n g h a s i l i n d e k s k e p u a s a n
p e l a n g g a n p a d a P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g d e n g a n m e n g g u n a k a n
r u m u s :
P P I K P =
I K P =
EX
2 , 6 5 5 4 , 1 8
I K P = 0 , 6 3
B e r d a s a r k a n h a s i l r a t a - r a t a p e r h i t u n g a n i n d i k a t o r y a n g d i r a s a k a n d a n
d i h a r a p k a n t e m y a t a i n d e k s k e p u a s a n k o n s u m e n p a d a P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g s e c a r a k e s e i u r u h a n b e m i l a i k u r a n g d a r i 1 y a i t u 0 , 6 3 . N i l a i i n d e k s
k e p u a s a n < 1 m e n u n j u k k a n b a h w a k o n s u m e n p a d a P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g m e r a s a t i d a k p u a s d e n g a n k e e m p a t i n d i k a t o r y a n g a d a d i a t a s .
B e r i k u t i n i a n a l i s i s d a r i s e t i a p i n d i k a t o r y a n g m e n y a n g k u t k i n e r j a y a n g
d i r a s a k a n d a n k i n e r j a y a n g d i h a r a p k a n . A n a l i s i s i n i b e r d a s a r k a n j a w a b a n
r e s p o n d e n y a n g t e l t i h d i o l a h , y a i t u s e b a g a i b e r i k u t :
a. F a s i l i t a s .
P a d a i n d i k a t o r f a s i l i t a s d i k e t a h u i h a s i l I K P d i p e r o l e h s e b e s a r 0 , 5 6 a r t i n y a
b a h w a k o n s u m e n m e r a s a t i d a k p u a s t e r h a d a p f a s i l i t a s y a n g d i s e d i a k a n P T .
P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g . O l e h k a r e n a i t u h e n d a k n y a
p e n y e d i a a n f a s i l i t a s l e b i h d i l e n g k a p i l a g i , s e p e r t i m e n a m b a h p e n d i n g i n
51
r u a n g a n ( A C ) a g a r k o n s u m e n m e r a s a l e b i h n y a m a n d a l a m m e l a k u k a n
t r a n s a k s i .
b . K e b e r s i h a n .
P a d a i n d i k a t o r k e b e r s i h a n d i k e t a h u i h a s i l I K P d i p e r o l e h s e b e s a r 0 , 7 2
a r t i n y a b a h w a k o n s u m e n m e r a s a t i d a k p u a s t e r h a d a p k e b e r s i h a n p a d a P T .
P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g . M a k a d a r i i t u l a h k e b e r s i h a n d i s e k i t a r
l i n g k u n g a n t e m p a t t e r j a d i n y a t r a n s a k s i j u g a h a r u s d i u t a m a k a n a g a r t e r c i p t a
k e n y a m a n a n d a l a m m e m b e r i k a n p e i a y a n a n s e p e r t i m e m b u a t b a k s a m p a h
s e h i n g g a t i d a k t e r j a d i p e n u m p u k a n .
c. P r o s e s J a sa .
P a d a i n d i k a t o r k u a l i t a s j a s a d i k e t a h u i h a s i l I K P d i p e r o l e h s e b e s a r 0 , 7 3
a r t i n y a b a h w a k o n s u m e n m e r a s a t i d a k p u a s t e r h a d a p p r o s e s j a s a y a n g
d i t a w a r k a n o l e h P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g d a l a m k e c e p a t a n
k a r y a w a n m e l a y a n i k o n s u m e n , u n t u k m e n g a t a s i h a l i t u p r o s e s j a s a y a n g
d i b e r i k a n h a r u s d i t i n g k a t k a n d e n g a n m e n a m b a h j u m l a h l o k e t g u n a
m e n g h i n d a r i a n t r i a n p a n j a n g d a n m e m p e r c e p a t p r o s e s j a s a y a n g s e d a n g
b e r l a n g s u n g s e r t a h e n d a k n y a p e r u s a h a a n m e n a n g g a p i k e l u h a n - k e l u h a n
k o n s u m e n . .
d . K e r a m a h a n ( k o m u n i k a s i d a n k e s o p a n a n d a l a m m e l a y a n i k o n s u m e n )
P a d a i n d i k a t o r k e r a m a h a n d i k e t a h u i h a s i l I K P d i p e r o l e h s e b e s a r 0 , 5 2 ,
a r t i n y a b a h w a k o n s u m e n m e r a s a t i d a k p u a s t e r h a d a p k e r a m a h a n k a r y a w a n
P T . P o s I n d o n e s i a ( P e r s e r o ) P a l e m b a n g d a l a m m e l a y a n i k o n s u m e n , u n t u k
52
m e n g a t a s i h a l i n i s e o r a n g k a r y a w a n h a r u s l e b i h m e m p e r h a t i k a n l a w a n
d a l a m b e r k o m u n i k a s i ( k o n s u m e n ) d a n m e m i l i k i k e s o p a n a n d a l a m
m e m b e r i k a n p e i a y a n a n s e h i n g g a k a r y a w a n d a p a t m e n e n t u k a n k o m u n i k a s i
a p a y a n g d a p a t d i g u n a k a n s a a t b e r h a d a p a n d e n g a n k o n s u m e n .
Perbandingan antara penelitian yang dilakukan sekarang dengan
penelitian yang dilakukan sebelumnya adalah sebagai berikut:
1 ) P e r s a m a a n
P e r s a m a a n a n t a r a p e n e l i t i a n y a n g d i l a k u k a n s e k a r a n g d e n g a n p e n e l i t i a n
s e b e l u m n y a a d a l a h M e n g g u n a k a n d u a v a r i a b e l y a i t u k e p u a s a n k o n s u m e n
d a n k u a l i t a s p e i a y a n a n , M e t o d e a n a l i s i s d a l a m p e n e l i t i a n a n a l i s i s
k u a n t i t a t i f d e n g a n r u m u s I K P = P P / E X d a n c a r a p e n g u m p u l a n d a t a
d e n g a n m e n g g u n a k a n k u e s i o n e r d a n d o k u m e n t a s i s e r t a d a t a y a n g
d i g u n a k a n d a l a m p e n e l i t i a n y a i t u d a t a p r i m e r d a n d a t a s e k u n d e r .
2 ) P e r b e d a a n
O b j e k p e n e l i t i a n y a n g d i l a k u k a n s e k a r a n g y a i t u P T . P o s I n d o n e s i a
( P e r s e r o ) P a l e m b a n g h a n y a m e n g g u n a k a n 4 i n d i k a t o r a n t a r a l a i n F a s i l i t a s ,
K e b e r s i h a n , P r o s e s J a s a , d a n K e r a m a h a n . H a s i l a n a l i s i s i n d e k s k e p u a s a n
p e l a n g g a n ( I K P ) u n t u k k i n e r j a n y a t a ( P P ) s e b e s a r 2 , 6 5 5 d a n h a r a p a n ( E X )
s e b e s a r 4 , 1 8 . S e d a n g k a n p e n e l i t i a n s e b e l u m n y a , o b j e k p e n e l i t i a n
d i l a k u k a n d i P T . J a s a R a h a r j a P a l e m b a n g , d e n g a n h a s i l a n a l i s i s i n d e k s
k e p u a s a n p e l a n g g a n ( I K P ) u n t u k k i n e r j a n y a t a ( P P ) s e b e s a r 3 , 2 1 d a n
h a r a p a n ( E X ) s e b e s a r 3 , 6 2 .
5 3
BAB V
SIMPULAN
B e r d a s a r k a n p e m b a h a s a n s e b e l u m n y a , m a k a d a p a t d i s i m p u l k a n b a h w a
a n a l i s i s d a r i k e e m p a t i n d i k a t o r a n t a r a l a i n f a s i l i t a s , k e b e r s i h a n , p r o s e s j a s a , d a n
k e r a m a h a n y a n g m e n y a n g k u t k i n e r j a y a n g d i r a s a k a n d a n k i n e r j a y a n g d i h a r a p k a n ,
i n d e k s k e p u a s a n p e l a n g g a n ( I K P ) t e r h a d a p P T . P o s I n d o n e s i a ( P e r s e r o )
P a l e m b a n g s e c a r a k e s e i u r u h a n b e m i l a i k u r a n g d a r i 1 . B i l a d i l i h a t d a r i k e e m p a t
i n d i k a t o r , i n d e k s k e p u a s a n k o n s u m e n ( I K P ) p a d a i n d i k a t o r p r o s e s j a s a y a n g
m e n u n j u k k a n k i n e r j a y a n g b a i k , a k a n t e t a p i b i l a d i l i h a t i n d e k s k e p u a s a n
k o n s u m e n ( I K P ) s e c a r a k e s e l u m h a n k u r a n g d a r i 1 y a i t u 0 , 6 3 . H a l i n i
m e n u n j u k k a n b a h w a k o n s u m e n m e r a s a t i d a k p u a s t e r h a d a p k e e m p a t i n d i k a t o r
y a n g a d a d i a t a s .
D A F T A R P U S T A K A
A n o n i m . 2 0 1 0 . P c d o m a m P e n u l i s a n L a p o r a n A k h i r . U n i v e r s i t a s
M u h a m m a d i y a h P a l e m b a n g . F a k u l t a s E k o n o m i . P r o g r a m D i p l o m a I I I
M a n a j e m e n P e m a s a r a n
A n o n i m . 2 0 0 5 . F a r h a F a d i l l a h O k t a S a r i . T i n g k a t K e p u a s a n N a s a b a h U n t u k
M e n i n g k a t k a n K u a l i t a s P e i a y a n a n P a d a P T . J a s a R a h a r j a
P a l e m b a n g .
F a n d y . T j i p t o n o . 2 0 0 1 . S t r a t e g i P e m a s a r a n . E d i s i K e d u a , L i b e r t y , Y o g y a k a r t a .
M o e n i r . A . S . M a n a j e m e n P e l a y a n a L ' m u m d i I n d o n e s i a . E d i s i I . C e t a k a n 6 .
J a k a r t a : B u m i A k s a r a , 2 0 0 2 .
K o t l e r . P h i l l i p . 2 0 0 4 . K e p u a s a n P e l a n g g a n . P e n e r b i t E r l a n g g a , J a k a r t a .
B a s u . S w a s t a . 2 0 0 5 . M a n a j e m e n P e m a s a r a n M o d e r n . P e n e r b i t L i b e r t y ,
Y o g y a k a r t a .
S i s w o n o . H a r y o n o . 2 0 0 7 . E d i s i K e d u a . M e t o d o l o g i P e n e l i t i a n B i s n i s T e o r i D a n
A p l i k a s i . P e n e r b i t . M M U T P P a l e m b a n g . D i C e t a k O l e h P T . I n t e r m e d i a
P e r s o n a l i a U t a m a .
S E R T I F I K A T Nomor: 8968//Pg/SDM/10I0
Diberikan kepada :
MERLIZA HANDAYANI UNIVERSITAS MUHAMMADYAH PALEMBANG
NIM : 23 2008 003
Yang telah menyelesaikan Praktek Kerja Lapangan pada PT.Pos Indonesia (Persero) Kantor Pos Palembang
Mulai tanggal 07 J u l i 2010 s/d 08 Agustus 2010
Palembang, 22 Oktober 2010 An. Kepala Kantor Pos
m S E R T I F I K A T
N o m o r : . . . . / G - 1 8 / F E - U M P / I I / 2 0 1 1
D i b e r i k a n k e p a d a : N a m a
N I M
P r o g r a m S t u d i
: M e r l i z a H a n d a y a n i
: 2 3 2 0 0 8 0 0 3
: M a n a j e m e n P e m a s a r a n
A t a s t e l a h m e l a k s a n a k a n P r o g r a m M a g a n g y a n g d i s e l e n g g a r a k a n o l e h P r o g r a m D - I I I M a n a j e m e n P e m a s a r a n F a k u l t a s E k o n o m i U n i v e r s i t a s M u h a m m a d i y a h P a l e m b a n g p a d a PT. Pos Indonesia
(Persero) d a r i t a n g g a l 0 7 J u l i s a m p a i d e n g a n 0 8 A g u s t u s 2 0 1 0 , d e n g a n n i l a i A (Sangat Memuaskan)
P g d e m b a n g , A 8 F e b r u a r i 2 0 1 1
^!-vD'rs. |L^^syadi, MM
rem
S INDONESIA SURAT KETERANGAN Nomor: 567/PG/HC/OlU
Yang bertanda tangan dibawah ini Arief Meidy Widodo Supervisor SDM Kantor Pos Palembang 30000 dengan ini menerangkan bahwa :
Yang bersangkutan telah melakukan riset dan pengumpulan data di Kantor Pos Palembang 30000 dalam rangka penyusunan Laporan Akhir.
Demikian surat keterangan ini dibuat untuk dapat dipergunakan sebagai mana mestinya.
POS INDONESIA (PERSERO) N T O R P O S P A L E M B A N G 3 0 0 0 0 M e r d e k a N o . 3 P a l e m b a n g 3 0 1 3 2 p. N o . 0 7 1 1 - 3 5 2 6 2 6 F a x . 0 7 1 1 - 3 1 0 7 5 5 n a i l : 3 0 0 k k p @ p o s i n d o n e s i a . c o . i d
Nama N I M
MERLIZA HANDAYANI 23.2008.003
Program Perguruan Tinggi
D.lll Manajemen Pemasaran Universitas Muhammadiyah Palembang
Palembang, 24 Januari 2010 An. Kepala Kantor
w KARTU AKTIVITAS BIMBINGAN SKRIPSI P E M B I M B I N G
K E T U A
: 0^-MaryxjervYn Ptr^Watam A N G G O T A
J U P S I : t i r t i a t c a - t H p u a r c i n i ^ r v s u r f i c n U o t o \ < : r 4 c r w N 7 ) ) ^ t E ^ ^ i ( c ^ v a l i t a r
/ B L / T H SULTASI M A T E R I YANG DIBAHAS PARAF PEMBIMBING K E T E R A N G A N / B L / T H SULTASI M A T E R I YANG DIBAHAS
I Z l T T l / W 1\J!. LulJfV K E T E R A N G A N
f - ^ - c M - i v \
U /
^ , I f(.\ ^ ' ^ K
i C=- ^ 1 i ^ . l y
l y , > f c A ^
- 1 1 ^ . - • z < ' U
/ v c c v ' V J x _
v a d i b e r i k a n w a k t u m e n y e l e s a i k a n S k r i p s i , ; r h i t u n g s e j a k t a n g g a l d i t e t a p k a n
D i k e l u a r k a n d i : P a l e m b a n g
P a d a t a n g g a l : / 1 2 0 ( 0
a n . D e k a n
K e t u a J u r u s a n ,
Daftar Pertanyaan Penelitian Bahan Penyusunan Laporan Akhir
Objek Penelitian : Konsumen PT. POS Indonesia (Persero) Palembang.
Judul Penelitian : Tingkat Kepuasan Konsumen Untuk Meningkatkan
Kualitas Peiayanan Pada PT. POS Indonesia
(Persero) Palembang.
Petunjuk Pengisian
S a u d a r a d i m i n t a m e m b e r i k a n t a n d a s i l a n g ( X ) p a d a p i l i h a n j a w a b a n y a n g
d i s e d i a k a n s e s u a i k e a d a a a n a t a u p e n d a p a t s e c a r a s i n g k a t d a n j e l a s ,
A. Karakteristik Responden
1 . N a m a
2 . J e n i s K e l a m i n
a. l a k i - l a k i
b . p e r e m p u a n
3 . P e n d i d i k a n T e r a k h i r
a. S M P
b . S M A
c. D i p l o m a
d . S t r a t a
4 . U s i a
a. 1 6 - 2 5 t a h u n
b . 2 6 - 3 5 T a h u n
c. 3 5 - 4 5 T a h u n
d . D i a t a s 4 5 T a h u n
5 . J e n i s P e k e r j a a n
a. P e l a j a r a t a u M a h a s i s w a
b . P N S / B U M N
c. S w a s t a
d . W i r a s w a s t a
e. L a i n n y a
6 . P e n d a p a t a n
a. 5 0 0 . 0 0 0 - 1 . 0 0 0 . 0 0 0
b . 1 . 0 0 0 . 0 0 0 - 2 . 0 0 0 . 0 0 0
c. 2 . 0 0 0 . 0 0 0 k e a t a s
B. Pertanyaan
1. Penilaian konsumen terhadap kinerja PT. POS Indonesia (Persero)
Palembang.
No Pertanyaan Kinerj a
Pertanyaan SP P N TP STP
1 Bagaimana penyediaan fasilitas pada PT. Pos Indonesia (Persero) Palembang.
2 Tanggapan tentang kebersihan pada PT. Pos Indonesia (Persero) Palembang
3 Apakah kecepatan dalam melayani konsumen sudah tcrpenuhi
4 Bagaimana sikap karyawan (komunikasi dan kesopanan) PT. Pos Indonesia (Persero) Palembang
Keterangan :
SP : Sangat Puas
P : Puas
N : Netral
TP : Tidak Puas
STP : Sangat Tidak Puas
2. penilaian konsumen terhadap harapan PT. Pos Indonesia (Persero)
Palembang
No Pertanyaan Kinerja
No Pertanyaan SS s N TS STS
1 Penyediaan fasilitas pada PT. Pos Indonesia (Persero) Palembang
2 Kebersihan pada PT. Pos Indonesia (Persero) Palembang
3 Kecepatan dalam melayani konsumen
4 Sikap karyawan PT. Pos Indonesia (Persero) Palembang
Keterangan :
SS : Sangat Setuju
S : Setuju
N : Netral
TS : Tidak Setuju
STS : Sangat Tidak Setuju
T O E F L P R E D I C T I O N S C O R E S
S E C T I O N 1 S E C T I O N 2 S E C T I O N 3 T O T A L S C O R E
4 1 3 7 1 4 3 4 0 3
ECONOMICS FACULTY
U N I V E R S I T Y OF M U U A M M A D I Y A H P A I E M D A N G
LANGUAGE INSTITUTE & CAREER
J l A h m a d Y a n i - 1 4 U l u P a l e m b a n g
T o i n 0 7 1 1 5 i i d 5 3 ' 0 8 1 9 5 8 7 9 8 6 9 9
e - m a i l : l b p k _ f e u m p @ y a h o o . c o m
DATE OF REPORT
1 8 - F e b - l l
TOEFL PREDICTION TEST F U L L N A M E T I M E T A K E N
M E R L I Z A H A N D A Y A N I 0 8 . 0 0 - 1 0 . 0 0 A M
S E X D A T E O F B I R T H T E S T D A T E
M / F D / M / y D / M / Y
F Z S - M a y - S l 2 7 - J a n - l l
E X A M I N E E ' S N U M B E R
A— 2 3 2 0 0 8 0 0 3
a^»co**"Fa ! M A N
When properly signed, this report certifies that the candidate whose name appears above
has taken the TOEFL orediction Test of Economics faculty language institute & career under
secure conditions. This score is valid for only six months. This report is confidential
FAKULTAS EKONOMI UNIVERSITAS MUHAMli lihTYAH PALEMBANG
UWaiSITAS MUHAMMAOIYMIPALEKBANG
496/J-10/FE-U]V|pi
*:^jll4iyi.4l]l«^ DIBERIKAN KEPADA :
NAMA : MERLIZA HANDAYANI NIM : 232008003 JURUSAN : Dili Manajemen Pemasaran
Yang dinyatakan LULUS Membaca dan Hafalan AI - Qur'an di Fakultas Ekonomi Universitas Muhammadiyah Palembang
Dengan Predikat MEMUASKAN Palembang, 12 Februari 2011
an. Dekan Pembantu Dekan IV
DAFTAR NILAI NAMA : MERLIZA HANDAYANI NIM : 232008003
NO NAMA SURAT SKOR NILAI
1 AL-FAJR 70 2 AL-BALAD 70 3 ASY-SYAM 80 4 AL-LAIL 80 5 AD-DHUHA 80 6 AL-INSYIRAH 80 7 AT-TIN 70 8 AL-ALAQ 80 9 AL-OADAR 80 10 AL-BAIYINAH 75 11 Afr7AT,7AIAH 75 12 AL-ADIYAT 75 13 AL-OARl'AH 70 14 AT-TAKATSUR 70 15 AL-ASHR 80 16 AL-HUMAZAH 90 17 AL-FDL 70 18 QURAISY 70 19 AL-MATJN 75 20 AL-KAUTSAR 80 21 AL-KAFIRUN 80 22 AN-NASHR 80 23 AL-LAHAB 80 24 AL-IKHLAS 80 25 AL-FALAO 90 26 AN-NAS 90
NILAI RATA - RATA 78 P R E D I K A T = MEMUASKAN
