Penerapan i-pos dalam meningkatkan pelayanan pelanggan di PT Pos Indonesia Wilayah Surakarta

Abstract

This study aimed to determine: (1) How is I-POS application at PT. Pos Surakarta in improving customer service. (2) What obstacles exist in implementing I-POS to improve PT customer service? Pos Surakarta. (3) What efforts need to be made by PT. Pos Surakarta in overcoming obstacles to the implementation of I-POS. This study uses a qualitative method with a case study approach. Data sources are obtained from informants, places and events, documents, and archives. The sampling technique used purposive sampling and snowball sampling. Data collection techniques used are interviews, observation, and documentation. Validity test using source triangulation and method triangulation. The data analysis technique uses an interactive analysis model. The results of the study: (1) PT. Pos Surakarta has implemented I-POS to improve customer service, starting from collecting, processing, transportation, delivery, and reporting, with accurate and timely implementation. (2) The obstacles were an unstable network, errors and slowness, and an invalid I-Pos system. (3) Solutions to overcome obstacles are done by contacting the IT department to make repairs, developing and updating the I-Pos system, and reviewing the management information system of  I-Pos.