Analisis Profesionalisme Pegawai Dalam Meningkatkan Kualitas Pelayanan Publik Pada PT. Pos Indonesia (Persero)

Abstract

PT. Pos Indonesia merupakan salah satu Badan Usaha Milik Negara (BUMN) yang bergerak di bidang jasa pelayanan lalu lintas berita, uang, barang dengan memiliki jaringan pelayanan terbesar dan tersebar di seluruh pelosok tanah air. PT. Pos berupaya terus untuk meningkatkan profesionalitasnya melalui pembinaan sumber daya manusianya yang terarah dan berkesinambungan. Dalam pelaksana dan perkembangnnya banyak masyarakat yang mempertanyakan kinerja PT. Pos Indonesia dalam memberikan pelayanan kepada masyarakat. Penelitian ini adalah survai dengan pendekatan kualitatif yang bertujuan untuk mendeskripsikan dan menganalisis profesionalisme pegawai dalam meningkatkan pelayanan publik. Penelitian ini dilakukan di PT. Pos Indonesia (Persero) Regional I Sumut-Aceh pada Bulan Juli 2020 terhadap responden yang telah terpilih dengan metode wawancara langsung. Analisis data pada penalitian ini menggunakan teknik interaktif yaitu reduksi data, sajian data, dan penarikan simpulan serta verifikasinya. Hasil penelitian menunjukkan profesional kerja dalam kemahiran menggunakan peralatan dan tanggung jawab pegawai dalam pelayanan cukup baik, kesiapan, kedisplinan dan sikap pegawai dinilai masih kurang baik sehingga dapat menganggu kualitas kerja dan kepercayaan masyarakat terhadap profesionalisme kerja pegawai di PT. Pos Regional I Sumut-Aceh. Disarankan adanya upaya perbaikan kualias kemampuan dan keahlian yang dimiliki pegawai dengan cara mengikuti pendidikan dan pelatihan, sehingga terdapat suatu perubahan penjaminan kualitas pelayanan yang lebih baik. PT. Pos Indonesia is one of the State-Owned Enterprises (BUMN) which is engaged in the traffic services for news, money, goods by having the largest service network and is spread throughout the country. PT. Pos continues to strive to improve its professionalism through directed and sustainable development of its human resources. In its implementation and development, many people have questioned the performance of PT. Pos Indonesia in providing services to the community. This research is a survey with a qualitative approach that aims to describe and analyze the professionalism of employees in improving public services. This research was conducted at PT. Pos Indonesia (Persero) Regional I North Sumatra-Aceh in July 2020 for respondents who had been selected by direct interview method. Data analysis in this research uses interactive techniques, namely data reduction, data presentation, and drawing conclusions and verification. The results showed that professional work in proficiency in using equipment and employee responsibilities in service was quite good, readiness, discipline and employee attitudes were considered to be not good enough that it could interfere with the quality of work and public confidence in the professionalism of employees' work at PT. Regional Post I North Sumatra-Aceh. It is suggested that there is an effort to improve the quality of the abilities and expertise of employees by participating in education and training, so that there is a change in the assurance of better service quality.