ANALISIS KUALITAS PELAYANAN PADA KPN PRAJA NIRMALA KABUPATEN KETAPANG

Analysis of cooperative service quality is an assessment members on the services to meet needs in increasing member satisfaction and loyalty. This research form analysis KPN services. The approach qualitative case studies. Interview respondents were Praja Nirmala. Data collection techniques interviews, observation documentation. interviews with 4 from members. object employee results this interview show that Nirmala not good. study are Tangibles (not good), Reliability (good enough), Responsiveness Assurance Empathy good). weaknesses lack waiting chairs, administrative air conditioning, parking, reliability time, response members, friendliness attention needs. KPN's efforts adding expanding parking lots,