Hikmah, Alif Unsul (2009) Analisi Tingkat Kepentingan dan Kinerja Layanan Jasa Untuk Mengukur Kepuasan Nasabah Kredit Penguatan Modal Usaha : studi pada nasabah PT. Bank Perkreditan Rakyat Syariah Bhakti Sumekar Kabupaten Sume. Sarjana thesis, Universitas Brawijaya.
Abstract
Setelah diberlakukannya Undang-Undang No. 7 Tahun 1992 tentang perbankan yang kemudian diubah dengan Undang-Undang No. 10 Tahun 1998, memungkinkan praktek perbankan berdasarkan sistem bagi hasil dilaksanakan di Indonesia. Dengan diperkenalkannya jenis bank yang berdasar prinsip bagi hasil, maka sistem perbankan di Indonesia tidak hanya menggunakan sistem perbankan konvensional tetapi dapat memilih kegiatan usaha yang berdasarkan prinsip bagi hasil atau yang lebih dikenal sebagai Bank Syariah. Pada dasarnya, Bank Konvensional maupun Bank Syariah mempunyai fungsi yang sama yaitu menghimpun dana dari masyarakat dan menyalurkannya kembali dalam berbagai alternatif infestasi. Sedangkan yang membedakan hanya dalam masalah bunga dan praktek lain yang tidak dibenarkan dalam syariat Islam. Kualitas pelayanan yang baik akan menjadikan kunci keberhasilan suatu Bank dalam mengembangkan usahanya. Maka dari itu perlu dilakukan suatu analisa pada hal-hal yang dapat meningkatkan kepuasan para nasabah melalui upaya pengidentifikasian tingkat kepentingan dan harapan nasabah. Adapun dalam menentukan pelayanan jasa terdapat lima determinan atas kualitas pelayanan yang ada, yaitu meliputi bukti fisik ( tangibles ), keandalan ( reability ), tanggapan ( responsiveness ), jaminan ( assurance ) dan perhatian ( empathy ), variabel tersebut diatas sangat berpengaruh terhadap kepuasan konsumen atas kualitas pelayanan yang diberikan perusahaan. PT. BPR Syariah Bhakti Sumekar merupakan salah satu Bank yang menerapkan sistem Syariah. Sebagai dasar operasionalnya adalah ingin memberikan pelayanan yang terbaik kepada nasabah berdasarkan nilai-nilai Syariah dengan harapan nasabah puas dan loyal terhadap PT. BPR Syariah Bhakti Sumekar. Pada aktivitas dan fungsinya sebagai lembaga perbankan, PT. BPR Syariah Bhakti Sumekar memiliki produk-produk yang ditawarkan pada para nasabah. Salah satu program yang menjadi dambaan mayoritas nasabah PT. BPR Syariah Bhakti Sumekar adalah program Kredit Penguatan Modal Usaha yang berusaha untuk menumbuh kembangkan ekonomi kerakyatan dilingkungan dunia usaha Kabupaten Sumenep. Sebagai target penyalurannya melingkupi pertanian, perikanan, peternakan, perkebunan, perindustrian dan perdagangan. Masalah yang dirumuskan dalam penelitian ini adalah (1) Bagaimana tingkat kepuasan nasabah Kredit Penguatan Modal Usaha atas kualitas pelayanan PT. BPR Syariah Bhakti Sumekar dan (2) Indikator kualitas pelayanan manakah yang perlu diprioritaskan PT. BPR Syariah Bhakti Sumekar dalam memuaskan nasabah Kredit Penguatan Modal Usaha. Sehingga, tujuan penelitian yang diajukan adalah (1) Untuk mengetahui tingkat kepuasan nasabah Kredit Penguatan Modal Usaha terhadap kualitas pelayanan PT. BPR Syariah Bhakti Sumekar ditinjau dari kesesuaian antara harapan nasabah dan kinerja yang telah diberikan oleh PT. BPR Syariah Bhakti Sumekar dan (2) Untuk mengetahui indikator kualitas pelayanan manakah yang perlu diprioritaskan PT. BPR Syariah Bhakti Sumekar dalam memuaskan nasabah Kredit Penguatan Modal Usaha. Jenis penelitian adalah deskriptif. Metode penentuan daerah penelitian dilakukan secara purposive. Metode pengambilan sampel yang digunakan adalah non probability sampling , sedangkan untuk teknik pengumpulan sampel menggunakan purposive sampling. Metode analisis yang digunakan diantaranya adalah (1) Indeks Kepuasan Pelanggan (IKP) yang merupakan metode yang digunakan untuk mengetahui tingkat kepuasan nasabah Kredit Penguatan Modal Usaha atas kualitas pelayanan yang diberikan oleh PT. BPR Syariah Bhakti Sumekar. Untuk mendapatkan nilai Indeks Kepuasan Pelanggan (IKP) adalah membandingkan antara kinerja (hasil yang telah dirasakan oleh para nasabah Kredit Penguatan Modal Usaha) dengan harapannya. Sebagaimana dengan rumus IKP = PP:EX maka indeks kepuasan pelanggan merupakan perbandingan rata-rata skor antara kinerja dan harapan. Hasil IKP merupakan gambaran mengenai kepuasan seluruh nasabah Kredit Penguatan Modal Usaha pada PT. BPR Syariah Bhakti Sumekar pada kinerja pelayanan yang diberikan. (2) Analisis Tingkat Kepentingan dan Kinerja (Importance-Performance Analysis) merupakan suatu metode analisis data yang digunakan untuk membandingkan kesesuaian antara tingkat kepentingan nasabah dengan tingkat pelaksanaan sebuah perusahaan yang ditunjukkan untuk mengetahui faktor-faktor (atribut) apa saja yang dianggap sangat puas, puas, cukup puas, tidak puas atau sangat tidak puas bagi pelanggan dan bagaimana pelaksanaan yang telah dilakukan oleh perusahaan tersebut (Supranto, 2001) . Kualitas pelayanan yang diberikan oleh PT. BPR Syariah Bhakti Sumekar Kabupaten Sumenep sudah memuaskan nasabah, sesuai hasil perhitungan melalui Indeks Kepuasan Pelanggan (IKP), maka dapat diketahui nilai total harapan (EX) sebesar 4.798 dan nilai total kinerja pelayanan (PP) sebesar 4.718. Berdasarkan nilai tersebut maka perbandingan antara Kinerja Pelayanan dan Harapan menghasilkan nilai Indeks Kepuasan Pelanggan (IKP) sebesar 0,98. Nilai IKP sebesar 0,98 sesuai dengan skala yang sudah ditentukan maka dapat dinyatakan bahwa kinerja pelayanan PT. BPR Syariah Bhakti Sumekar Kabupaten Sumenep sama dengan harapan responden. Hal ini berarti bahwa responden puas dengan kinerja pelayanan yang diberikan oleh PT. BPR Syariah Bhakti Sumekar Kabupaten Sumenep. Berdasarkan hasil dari perhitungan dengan menggunakan Analisis Tingkat Kepentingan dan Kinerja, maka dapat disimpulkan bahwa dari 23 indikator lima dimensi kualitas pelayanan yang diberikan kepada para nasabah Kredit Penguatan Modal Usaha pada PT. BPR Syariah Bhakti Sumekar Kabupaten Sumenep, terdapat 11 indikator yang kinerjanya sesuai dengan tingkat kepentingan nasabah Kredit Penguatan Modal Usaha yaitu ; PT. BPR Syariah Bhakti Sumekar menjamin keamanan dalam melakukan transaksi (X 1.2 ), Karyawan PT. BPR Syariah Bhakti Sumekar bersikap ramah dalam melayani nasabah (X 1.3 ), Karyawan PT.BPR Syariah Bhakti Sumekar memberikan pelayanan dengan cepat (X 2.1 ), Karyawan PT.BPR Syariah Bhakti Sumekar selalu benar dalam mencatat transaksi (X 2.4 ), Tersedia fasilitas fisik yang memadai, seperti: tempat duduk, areal parkir, mushola, toilet, dll (X3.1), Karyawan mampu berkomunikasi dengan bahasa yang sederhana dengan nasabah (X 4.2 ), Karyawan bersedia mendengarkan saran dan keluhan dari nasabah (X 4.3 ), Menginformasikan kepada nasabah waktu pelayanan yang diberikan (X 5.1 ), Melayani dan menyelesaikan masalah yang dihadapi para nasabah dengan cepat (X 5.2 ), Karyawan bersungguh-sungguh dalam melayani keluhan nasabah (X 5.3 ) dan Karyawan menanggapi dengan cepat permintaan nasabah (X 5.4 ). Hasil ini
English Abstract
After goning into effect of Code Law No. 7 Year 1992 about banking which later then altered with Code Law of No. 10 Year 1998, enabling banking practice pursuant to sharing holder system executed in Indonesia. introduced of bank type which based on sharing holder principle, hence banking system in Indonesia not only using conventional banking system but can chosen business activity which pursuant to sharing holder principle or which more knowledgeable as Bank Moslem Law. Basically, Conventional Bank and also Bank Moslem law have is same function that is mustering fund of society and channelling it return in so many alternative of investment. While differentiating only in problem of other practice and flower bank which do not be agreed in Islam syariat. Quality of good service will make efficacy key a Bank in developing its effort. Hence from that require to be analysis at things able to improve satisfaction all client pass importance storey level identifying effort and client expectation. As for in determining service activities there are five determinant to the quality of existing service, that is covering physical evidence (tangibles), reliability ( reability), comments (responsiveness), guarantee (attention and assurance) (empathy), the variable above very having an effect on to satisfaction of consumer to the quality of given service company. PT. BPR Moslem law of Bhakti Sumekar represent one of Bank applying Moslem law system. As its operational base is wishing to give best service to client pursuant to Moslem law values on the chance of satisfied client and loyal to PT. BPR Moslem Law of Bhakti Sumekar. At activity and its function as banking institute, PT. BPR Moslem law of Bhakti Sumekar have products which on the market at all client. One of the program becoming client majority hungering of PT. BPR Moslem law of Bhakti Sumekar Credit program Reinforcement of out for Capital Employed grow to develop economics nationality of Sub-Province corporate world environment of Sumenep. As its channeling goals embosom agriculture, fishery, ranch, plantation, industrial and commerce. Problem of which formulated in this research is (1), How storey level satisfaction of Credit client Reinforcement of Capital Employed to the quality of service of PT. BPR Moslem law of Bhakti Sumekar and, (2) Indicator of quality of service which need to be given high priority by PT. BPR Moslem law of Bhakti Sumekar in gratifying Credit client Reinforcement of Capital Employed. Research type is descriptive. Method determination of research area conducted by purposive. Method intake of sampel the used the non sampling probability, while for the technique of gathering of sampel use sampling purposive. Used Analysis method among others is (1), Index Satisfaction of client (IKP) representing method used to know storey level satisfaction of Credit client Reinforcement of Capital Employed to the quality of service given by PT. BPR Moslem Law of Bhakti Sumekar. To get value Make An Index To Satisfaction of client (IKP) is to compare performance (result which have been felt by Credit client Reinforcement of Capital Employed) on the chance of him. As with formula of IKP = PP:EX hence index satisfaction of client represent comparison of score mean between expectation and performance. Result of IKP represent picture concerning satisfaction entire Credit client Reinforcement of Capital Employed at PT. BPR Moslem law of Bhakti Sumekar given service performance. (2) Analysis Storey Level Have interest and Performance (Importance-Performance Analysis) representing method analyse data used to compare according to level importance of client with execution level a company posed at to know factors (atribut) any kind of which assumed very satisfied is, satisfied, enough satisfy, dissatisfy or very disgruntled to client and how execution which have been [done/conducted] by company (Supranto, 2001). Quality of service given by PT. BPR Moslem Law of Bhakti Sumekar Sub-Province of Sumenep have gratified client, according to result of calculation Index Satisfaction of client (IKP), hence can know total value of expectation (EX) equal to 4.798 and total value service performance (PP) equal to 4.718. Pursuant to the value hence comparison Performance Service and Expectation yield value Make An Index To Satisfaction of client (IKP) equal to 0,98. Value of IKP equal to 0,98 as according to scale which have been determined by hence can be expressed that performance service of PT. BPR Moslem Law of Bhakti Sumekar Sub-Province of Sumenep is equal to responder expectation. Matter this means that satisfied responder with service performance given by PT. BPR Moslem Law of Bhakti Sumekar Sub-Province of Sumenep. Pursuant to result of from calculation by using Analysis Level Have interest and Performance, hence can be concluded that from 23 indicator five dimension quality of passed to service all Credit client Reinforcement of Capital Employed at PT. BPR Moslem Law of Bhakti Sumekar Sub-Province of Sumenep, there are 11 indicator which its performance as according to level importance of Credit client Reinforcement of Capital Employed that PT. BPR Moslem law of Bhakti Sumekar guarantee security in conducting transaction (X1.2), Employees of PT. BPR Moslem law of Bhakti Sumekar court in serving client ( X1.3), Employees of PT.BPR Moslem law of Bhakti Sumekar give service swiftly (X2.1), Employees of PT.BPR Moslem law of Bhakti real correct Sumekar always in noting transaction (X2.4), Available of adequate physical facility, like: seat, areal park, musque, toilet, etc (X3.1), Employees can communicate with simple Ianguage with client (X4.2), Employees ready to listen sigh and suggestion of client (X4.3), Informing to given service time client (X5.1), Serving and finishing the problem of faced all client swiftly (X5.2), Employees mean business in serving sigh of client (X5.3) and Employees answer to swiftly request of client (X5.4). This Result indication that performance of service which have been given by PT. BPR Moslem Law of Bhakti Sumekar Sub-Province of Sumenep have larger ones score from importance level from Credit client Reinforcement of Capital Employed. From is the result got that indicator at dimension of responsiveness become priority to be able to create satisfaction client in taking Credit Reinforcement of Capital Employed at PT. BPR Moslem law of Bhakti Sumekar. Result of from data processing diagram analysis of kartesius can be concluded that indicator is quality of service which need to be given high priority b] PT. BPR Moslem Law of Bhakti Sumekar Sub-Province of Sumenep in gratifying Credit client Reinforcement of Capital Employed that is to immediately to improve repair its service performance that is: X1.1 PT. BPR Moslem law of Bhakti Sumekar guarantee security in transaction. (X1.4) Employees of PT. BPR Moslem law of Bhakti Sumekar give downright service in [doing/conducting] transaction. (X2.3) Procedure PT. BPR Moslem law of Bhakti Sumekar in easy transaction. (X3.2) Appearance, sociability, and friendliness of professional employees. (X3.3) Location very strategic and easy to reached by client. (X3.4) Equipments like machine of ATM. (X4.1) Employees can comprehend need of client. (X4.4) Employees can braid relation which interaktif with client. Suggestion for the PT. BPR Moslem Law of Bhakti Sumekar Sub-Province of Sumenep, expected for the indicators of service which still its performance goodness not yet to be earning immediately repaired and also more improved by its performance to be given service can gratify all client. Referring to that, hence some suggest
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FP/2009/136/050902039 |
| Subjects: | 600 Technology (Applied sciences) > 630 Agriculture and related technologies |
| Divisions: | Fakultas Pertanian > Agroekoteknologi |
| Depositing User: | Unnamed user with email repository.ub@ub.ac.id |
| Date Deposited: | 25 Aug 2009 08:59 |
| Last Modified: | 11 Apr 2022 02:55 |
| URI: | http://repository.ub.ac.id/id/eprint/128128 |
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