KUALITAS PELAYANAN PUBLIK PADA KANTOR EKSPEDISI J&T EKSPRESS DI SAMARINDA

Dian Eri Pratama, Maskan, dan Ibnu Ashari

Abstract


The purpose of this study was to determine the quality of service at
the J&T Express expedition office in serving users of J&T Express freight
forwarding services.
This type of research is descriptive qualitative. With the focus of this
research, namely: the availability of good employees, the availability of good
facilities and infrastructure, being responsible to every customer, being able
to serve quickly and accurately, being able to communicate, guaranteeing
the confidentiality of every transaction, having good knowledge and abilities,
trying to understand the needs customers, Able to give trust to customers.
Data collection techniques include: Observation, Interview, Documentation,
Literature study, and data analysis used, namely the interactive data
analysis model (Miles & Huberman)
Based on the research results, it can be seen that the service quality
at the J&T Express expedition office is good enough in providing services to
customers. Starting from the place of service, service time, to data
confidentiality are in accordance with existing procedures. Service users are
very satisfied with the services provided by the J&T Express expedition
office.
So it can be concluded that the service quality at the J&T expedition
office is quite good and satisfying.

Keywords


Expedition Service Quality

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DOI: https://doi.org/10.31293/ddk.v22i2.5855

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