ANALISIS PENERAPAN PENANGANAN KELUHAN PELANGGAN PADA LAYANAN SURAT KILAT KHUSUS (Studi pada PT POS INDONESIA (Persero) Surakarta)

Handayani, Umi (2017) ANALISIS PENERAPAN PENANGANAN KELUHAN PELANGGAN PADA LAYANAN SURAT KILAT KHUSUS (Studi pada PT POS INDONESIA (Persero) Surakarta). Other thesis, Universitas Sebelas Maret.

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    Abstract

    The aims of this study are: (1) to find out the application of customer complaints handling on a special express mail service at PT POS INDONESIA (Persero) Surakarta; (2) to find out the solution of customer complaints handling on special express mail service given to PT POS INDONESIA (Persero) Surakarta. The research is conducted at PT POS INDONESIA (Persero) Surakarta located on Jl. Jend. Sudirman no. 8 Kampung Baru, Surakarta. In this research, the objective is the application of customer complaints handling on a special express mail service. The method used in this study is a descriptive method, which is looking for data used for getting an overview related to the application of customer complaint handling on special express mail service in PT POS INDONESIA (Persero) Surakarta. The results of the research shows that PT POS INDONESIA (Persero) Surakarta use IPOS tracking for costumer complaints handling on special express mail service. Tracking IPOS is an internal application owned by the Kantorpos including the function of tracking shipment and pocket position. The function of the application help the customer service in providing information needed by customer in 0-6 day dominant settlement period and gives clarification for the position of their shipment. The product and service owned by Kantorpos that hold the most number of complaints is Surat Kilat Khusus (Special Express Mail). The data of complaining starting from January 2017 to March 2017 are as follows 38 complaints on january; 35 complaints on February; and 18 complaints on March. During those 3 month the cause of the complaints are the shipment have not been received, shipping return, changing address, incorrect flow, and the shipment still in the shipping process. Additional solutions for complaints handling for Kantorpos provide an additional estimate of the delivery time standart provide customer with explanation of some obstacles that may be encountered at the time of delivery of goods, analyze the posisibility of posting a problem so that the post office can anticipate the problem before the customer complaints and performs evaluation of work to improve service to costumers.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Ekonomi dan Bisnis > D3 - Manajemen Bisnis
    Depositing User: Reni reni
    Date Deposited: 31 Dec 2017 16:50
    Last Modified: 31 Dec 2017 16:50
    URI: https://eprints.uns.ac.id/id/eprint/38683

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