Museum Pos indonesia merupakan salah satu museum sejarah yang berada di Kota Bandung di. Museum pos di dirikan pada tahun 1933 pada zaman hindia Belanda, dan berlokasi di JL. Cilaki No. 73 Bandung. Museum pos merupakan salah satu daya tarik wisata serta tempat penyimpanan benda bersejarah yang bersangkutan dengan kegiatan pos di Indonesia. Sejumlah koleksi museum pos diantaranya ialah perangko serta materai yang berasal dari seluruh dunia. Bukan hanya bentuk fisik seperti faslitas dan kelengkapan koleksi museum saja yang diunggulkan oleh museum pos, namun juga kualitas dari pelayanan yang diberikan kepada pengunjung. kualitas pelayanan merupakan kesesuaian antara harapan dari konsumen dengan kenyataan mengenai pelayanan yang didapatkan apakah sudah sesuai atau tidak. Terdapat lima dimensi dalam kualitas pelayanan yaitu dimensi tangible, empathy, realibility, responsiveness, dan assurance.Dari data kunjungan lima tahun terakhir, museum pos selalu mengalami peningkatan kunjungan. Namun ada beberapa hal yang masih kurang sesuai dari segi pelayanan seperti, adanya kerusakan pada tempat penyimpanan benda koleksi museum, tidak adanya pegawai yang siaga di ruangan museum sehingga menyulitkan pengunjung untuk mendapatkan informasi adanyamanual guide ataupun auto guide bagi pengunjung. Dari permasalahan diatas maka dilakukanlah penelitian terhadap kualitas pelayanan di Museum Pos Indonesia. Tujuan dari penelitian ini adalah untuk menganalisis dan mengukur bagaimana kualitas pelayanan di Museum Pos indonesia berdasarkan dimensi TERRA pada kualitas pelayanan. Kata kunci: Museum Pos Indonesia, Kualitas Pelayanan, Alasan Penelitian, Tujuan Penelitian.

Indonesian Postal Museum is one of the historical museum in the city of Bandung in. Postal museum was established in 1933 at the timeof the Dutch East Indies, and is located at JL. Cilaki No. 73 Bandung.Indonesian Postal Museum is one of the major tourist attraction as well as storage places of historical objects associated with postal activities in Indonesia.Some museum collections including postal stampsand revenue stamp are originating from all over the world. This museum not only provides services in physical form such as facilities and comprehensiveness museum collections, but also provide services in the form of non-physical such as manual guide (tour guide). Both aspects that determine museum’s level of service quality. The level of service quality is determined by concordance between the expectations of consumers with the fact the service provided. There are five dimensions of service quality that is tangible dimension, empathy, realibility, responsiveness, and assurance. Data from the last five years visits, museum visits post always increase. But there are some things that are still less appropriate in terms of services such as, the damage to the storage places of objects in museum collections absence of employees on standby at the museum making it difficult for visitors to get information though auto or manual guide is available for visitors. From the above problems we conducted research on the quality of service in the Indonesian Postal Museum. The purpose of this research is to analyze and measure how the quality of service in the Pos Museum Indonesia based on the dimensions of TERRA on service quality. Keywords: Indonesian Pos Museum, ServiceQuality, Reason of Research, Purpose of Research.

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