Service Quality at PT. Pos Indonesia Amuntai Post Office, Thru the Hulu Sungai Utara District Community Satisfaction Index (IKM)

This research is based on the background of how the service quality at PT. Pos Indonesia Amuntai Post Office through the Community Satisfaction Index and what factors affect the quality of service at PT. Pos Indonesia Amuntai Post Office. There are several problems faced, this is related to sending incorrect data so that people complain that the package has not arrived at its destination by the promised time limit. Based on the above, this study aims to identify and facilitate the existing service processes at PT. Pos Indonesia Amuntai Post Office. This research uses a quantitative approach with a descriptive type. Using the analysis of the Community Satisfaction Index with data results in the form of numbers. The research was conducted at PT. Pos Indonesia Amuntai Post Office from October to December 2019. The sampling technique used was nonprobability sampling with accidental sampling type. The data collection technique is done by using observation, questionnaire or questionnaire, and documentation. The results of the basic analysis show that the value of the Community Satisfaction Index (IKM) for the services of PT. Pos Indonesia The Amuntai Post Office is 3.02 with a conversion rate of 75.50. Then the performance of public services is in the category of good service quality. The conclusion in this study that there are 14 elements of service studied, environmental comfort is the element with the highest index value with the IKM value of 82.00 and is at a very good level. Meanwhile, the element with the lowest index value is the element of schedule certainty with the IKM value of 73.50 and is at a good level. Things that can affect the Community Satisfaction Index (IKM) on the service quality of PT. Pos Indonesia Amuntai Post Office internal factors in the form of interactions between organizational employees. Meanwhile, external factors that can affect service quality through the Community Satisfaction Index (IKM) are service patterns and service provision procedures, service distribution service patterns, service sales service patterns, and service delivery service patterns. How to improve the quality of service researchers suggested to PT. Pos Indonesia Amuntai Post Office as follows: improving the delivery system of goods, managing delivery of goods to arrive at the appointed time, responding to and paying attention to consumer complaints, and being careful in storing receipt numbers.