Analisis Pemanfaatan Aplikasi Pospay dalam Meningkatkan Kualitas Pelayanan pada PT. Pos Indonesia (Persero) Cabang Kota Gunungsitoli
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Abstract
Kemajuan pesat teknologi informasi berdampak signifikan pada bisnis jasa logistik, terutama dalam proses transaksi. PT Pos Indonesia (Persero), sebagai Badan Usaha Milik Negara di bidang lalu lintas berita, uang, dan barang, berkomitmen untuk meningkatkan kualitas layanan dengan meluncurkan aplikasi PosPay, platform digital berbasis mobile. Penelitian ini bertujuan untuk menganalisis pemanfaatan aplikasi PosPay di PT. Pos Indonesia (Persero) Cabang Kota Gunungsitoli dan mengevaluasi dampaknya terhadap kualitas pelayanan. Fokus penelitian melibatkan adopsi oleh karyawan dan pelanggan, evaluasi kualitas layanan pasca-implementasi PosPay, faktor pendukung atau penghambat penggunaan, serta strategi rekomendasi untuk meningkatkan layanan. Penelitian ini bersifat kualitatif dengan pengumpulan data melalui observasi, wawancara, dan analisis dokumen. Analisis mencakup tingkat pemanfaatan aplikasi PosPay, evaluasi kualitas layanan, identifikasi faktor pendukung atau penghambat, serta rekomendasi strategis. Penelitian ini menunjukkan pemanfaatan signifikan aplikasi PosPay di PT. Pos Indonesia (Persero) Cabang Kota Gunungsitoli, memberikan kontribusi pada transaksi yang efisien dan rekam keuangan yang akurat. Evaluasi kualitas layanan menunjukkan korelasi positif dengan pemanfaatan PosPay, menandakan peningkatan dalam keandalan, daya tanggap, dan bukti fisik transaksi. Rekomendasi strategis mencakup pelatihan tambahan, promosi intensif, dan pemantauan rutin untuk peningkatan berkelanjutan.
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