ANALISIS PENGARUH KUALITAS PELAYANAN JASA TERHADAP TINGKAT KEPUASAN NASABAH PADA PD. BPR BKD KABUPATEN KARANGANYAR

Indriasti, Nurlia (2008) ANALISIS PENGARUH KUALITAS PELAYANAN JASA TERHADAP TINGKAT KEPUASAN NASABAH PADA PD. BPR BKD KABUPATEN KARANGANYAR. Other thesis, Universitas Sebelas Maret Surakarta .

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    Abstract

    An apprenticeship report is entitled “An Analysis on the Effect of Service Quality on the Customer’s Satisfaction Level in PD. BPR BKD of Regency Karanganyar”. From the title above it can be seen that the main problem arises is about the service quality having a significant effect on the customer’s satisfaction level in PD BPR BKD of Regency Karanganyar viewed from several dimensions of service quality. Therefore, the objective of research is to analyze the goodness of fit between the importance level and the performance level particularly in the service quality dimensions. For the measurement, the service quality is viewed from the service dimensions of tangibles, reliability, responsiveness, assurance, and empathy on the customer’s satisfaction in PD BPR BKD of Regency Karanganyar. The research was taken place on February 2009. The research was conducted in PD.BPR BKD of Regency Karanganyar located in Jl. Lawu Timur no. 135, Tegalgede, Karanganyar 57714. The research discussed about the effect of service quality on the Customer’s satisfaction level consistent with the problem in this research, thus the research method employed was a descriptive qualitative method. The population of research was all customers of PD. BPR BKD of Regency Karanganyar on February 2009 consisting of 4.000 customers. The type of data employed was primary and secondary data. Then, technique of analyzing data used was a descriptive analysis and analysis on performance and expectation levels. Viewed from the importance-performance analysis with the calculation of each dimensions, it can be seen that the highest level of customer’s satisfaction lies in the employees’ availability factor in helping immediately the customer. This can be seen from the percentage of goodness of fit level of 96.88%. From the result of research, it can be suggested many recommendations beneficial for the company, including: PD BPR BKD of Regency Karanganyar should pay more attention to appearance, physical and building condition; the employees of PD BPR BKD of Regency Karanganyar should give information clarity necessary to the customers; the employees of PD BPR BKD of Regency Karanganyar should be more patient in serving the customers, and PD BPR BKD of Regency Karanganyar should give its employees more support to undertake their task well. Key Word : Kepuasan Nasabah

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HJ Public Finance
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > D3 - Manajemen Bisnis
    Depositing User: Riza Umami Nur K
    Date Deposited: 22 Jul 2013 11:02
    Last Modified: 22 Jul 2013 11:02
    URI: http://eprints.uns.ac.id/id/eprint/8019

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