ANALISA KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN JASA DENGAN METODE SERVICE QUALITY (SERVQUAL) DAN MODEL KANO (Studi Kasus : Kantor Pos Gondang)

Service Quality is a method used to measure service quality from the attributes of each dimension, so that the value of the gap between customer perceptions and expectations of the service received will be obtained. Meanwhile, the Kano model is used to categorize service attributes to be prioritized in making improvements which then provide suggestions. quality improvement in order to increase customer satisfaction. In this study, improvements and service improvements were carried out by integrating Service Quality and the Kano model. The results of this study indicate that there are 3 categories that must be prioritized, including must-be, one-dimensional and attractive. Improvements in these categories will improve service quality and increase customer satisfaction