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PENGARUH KUALITAS PELAYANAN TERHADAP INOVASI LAYANAN PT. POS INDONESIA SEBAGAI UPAYA MENJAGA EKSISTENSI DI ERA PERSAINGAN GLOBAL (Studi Kantor Pos Padang)

Author

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  • Randa, Mefdiza
  • Dewi, Aminar Sutra

Abstract

In this globalization era, every business is required to continue to innovate in order to remain competitive. Indonesian Post Company is one of the state that is required to continue to exist. Indonesian Post Company required to continue to innovate, especially in the field of customer services in order not to be abandoned. This study aims to describe and analyze the innovation of Indonesian Post Company. This research is descriptive research type with qualitative approach. Data collection techniques used in this study with interviews, observation and documentation. The theory used in this research is the theory of Zeithaml, Parasuraman & Berry. The basis of the theory is the focus of this study is the physical Visibility, reliability, responsiveness, competence, credibility, and communication. The results showed innovations in service made by Indonesian Post Company to maintain its presence is still not maximal.

Suggested Citation

  • Randa, Mefdiza & Dewi, Aminar Sutra, 2019. "PENGARUH KUALITAS PELAYANAN TERHADAP INOVASI LAYANAN PT. POS INDONESIA SEBAGAI UPAYA MENJAGA EKSISTENSI DI ERA PERSAINGAN GLOBAL (Studi Kantor Pos Padang)," OSF Preprints ds38m, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:ds38m
    DOI: 10.31219/osf.io/ds38m
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