Kualitas Pelayanan Publik Dalam Program Pembayaran Gaji Pensiun Pegawai Negeri Sipil Di Kantor Pos Kota Banjar

Abstract

Field facts found by researchers at PT Pos Indonesia Kota Banjar are estimated that there are still those who respond to the matter which is too complicated and slow because before pensioners must first issue a retirement decision letter even though the decree issued was not in accordance with the time they paid a little pension that requires landscaping that requires must repeatedly to PT. The purpose of this study was to determine: the quality of community services in the salary payment program for Civil Servants (PNS) at the Banjar City Indonesia Post Office. The type of research used is qualitative research. The informant determination technique used by researchers is non probability sampling so that 17 respondents are obtained. The data analysis technique used has three processes namely data reduction, data presentation and drawing conclusions. The Civil Servants Program (PNS) in the Banjar City Post Office which contains 5 dimensions namely tangibles, reliability, responsiveness, assurance, and empathy still needs improvement as reports emerge from consumers.

Keywords: Service Quality, Salary Payment Program