Nisa, Farrah An (2023) Strategi Pengembangan Layanan Pt. Pos Indonesia (Studi pada PT. Pos Indonesia Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik.

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Abstract

This thesis was prepared by Farrah An Nisa, 19031000087, Department of Public Administration, Faculty of Social and Political Sciences, Merdeka University Malang. This thesis discusses the Service Development Strategy of PT. Pos Indonesia Malang City, under the guidance of Mr. Tommy Hariyanto as Supervisor I and Mrs. Yustina Ndung as Advisor II. Competition in the business world is getting tighter, thus requiring every company to innovate so as not to drown in business competition. The existence of competition makes it a big challenge for some companies to still be able to attract customer attention and maintain customer loyalty to their company. The quality of services and services is one of the indicators of public assessment of the company. One indicator of service quality is client satisfaction and perception, for example shown by the presence or absence of complaints from service users. This research aims to determine the service development strategy of PT. Pos Indonesia Malang City focuses on seeing how to develop services, forms of service, service facilities, constraints and efforts in developing services, forms of promotional activities and analyzing supporting and inhibiting factors. This type of research uses qualitative research. Sources of informants in this study were Service Department (2 people), Marketing Department (2 people), HR Manager (1 person), Assistant Asset Manager (1 person) and Service Users (3 people). Data collection techniques using observation, interviews and documentation. Data analysis techniques use the Miles and Huberman models. The results of the research regarding the service development strategy of PT. Pos Indonesia Malang City seen from the way the service is developed which is quite good, the form of service provided is also quite good but there are still unscrupulous employees who have not provided good service, the facilities are quite complete although some are functioning properly it is hoped that there will be repairs soon. In the development of services, of course there are obstacles to be faced, such as the opinion that the post office is still old-fashioned, people do not know about the latest uses and services, but the Malang City Post Office can provide efforts to overcome them by creating new innovations to intensify promotional activities.

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