Maulana, Chamim Rizaldi (2018) Tingkat Kepuasan Petani Apel Terhadap Pelayanan Kredit Bank Jatim Cabang Kota Batu. Sarjana thesis, Universitas Brawijaya.
Abstract
Peningkatan persaingan di bidang perbankan akan mendorong pihak bank untuk meningkatkan kualitas agar mampu bertahan dalam ketatnya persaingan. Lingkungan persaingan perbankan yang sangat kompetitif, menjadikan kepuasan nasabah atau debitur menjadi hal utama yang harus diprioritaskan oleh perusahaan, agar perusahaan dapat tetap bertahan, bersaing dan menguasai pasar. Perusahaan harus mengetahui hal-hal apa saja yang dianggap penting dan menjadi harapan pelanggannya. Menilai tingkat kepuasan pelanggan, memberikan manfaat bagi perbankan mengetahui posisinya dalam persaingan bisnis dan dapat mengetahui apakah ada kesenjangan antara mutu pelayanan yang diharapkan pelanggan dengan mutu pelayanan yang diterima pelanggan. Penelitian ini menganalisis tentang kepuasan petami apel petani pada pelayanan kredit di Bank Jatim diukur dengan menggunakan alat analisis Importance Performance Analysis (IPA) dan Customer Satisfaction Indeks (CSI), yang akan menganalisis tingkat kepentingan konsumen, tingkat kinerja konsumen, tingkat kesenjangan (GAP) antara tingkat kepentingan dan tingkat kinerja, pemetaan dengan menggunakan diagram Kartesius, dan yang terakhir tingkat kepuasan petani. Atribut yang digunakan dalam penelitian ini berjumlah 16 atribut. Berdasarkan analisis yang telah dilakukan, hasil penelitian ini antara lain; dari 16 atribut yang ditentukan dalam penelitian, hanya 13 atribut yang dapat digunakan setelah melalui uji validitas dan uji reliabilitas. Atribut tersebut adalah kemudahan proses kredit, ketepatan waktu realisasi kredit, realisasi jumah kredit, besar tingkat bunga, sikap karyawan dalam melayani, karyawan memiliki pengetahuan tentang kredit dan pelayanan yang baik, karyawan tidak pilih-pilih dalam melayani, karyawan melayani dan membantu keperluan nasabah sampai selesai, hubungan yang akrab dan baik antara nasabah dan karyawan, lokasi bank strategis dan mudah dijangkau, cepat tanggap dalam menangani masalah, karyawan memberikan informasi tepat dan mudah dimengerti, cepat tanggap karyawan dalam melayani nasabah. Hasil tingkat kesesuaian tingkat kinerja pelayanan kredit Bank Jatim dengan tingkat kepentingan menunjukkan bahwa terdapat 7 atribut yang termasuk dalam kriteria konsumen merasa puas. Sedangkan 6 atribut lainnya termasuk dalam kriteria belum puas. Hasil tingkat kepuasan dengan menggunakan alat analisis Customer Satisfaction Indeks (CSI) untuk pelayanan kredit Bank Jatim diperoleh nilai 81,812% dalam kriteria sangat puas, sehingga petani apel sudah merasa puas terhadap pelayanan kredit Bank Jatim.
English Abstract
Increased competition in the banking sector will encourage banks to improve service quality, so the bank can survive in the high competition. Highly competition in the bank sector, make customer satisfaction become the main thing that should be prioritized by the company, so that companies can survive, compete and dominate the market. Companies must know what things are considered important and become customer expectations. Assessing the level of customer satisfaction, providing benefits for banks to know their position in business competition and can find out whether there is a gap between the quality of service that customers expect with the quality of service received by customers. This research analyze about apple farmer satisfaction on credit service in Bank Jatim. Apple farmer satisfaction is measured by using analysis tool of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI), which will analyze the level of consumer importance, consumer performance level, (GAP) between the level of importance and level of performance, mapping using the Cartesian diagram, and the last level of farmer satisfaction. Attributes used in this study amounted to 16 attributes. Based on the analysis that has been done, the results of this study include; of the 16 attributes specified in the study, it turns out that only 13 attributes can be used after through validity test and reliability test. These attributes are ease of credit process, timeliness of credit realization, credit realization, interest rate, employee attitude in service, employees have knowledge about credit and good service, employees are not picky in serving, employees serve and help the needs of customers to complete, good and close relationship between customer and employee, strategic bank location and easy to reach, quick response to handle problem, employee give information right and easy to understand, quick response of employees in serving customer. The result of conformity level of credit service performance and the level of importance indicate that there are 7 attributes which included in apple farmer criterion satisfied. While the other 6 attributes included in the criteria have not been satisfied. The result of satisfaction level using Customer Satisfaction Index (CSI) for credit service of Bank Jatim obtained 81,812% in very satisfied criteria, so that apple farmers have been satisfied with credit service of Bank Jatim
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FP/2018/408/051807652 |
| Uncontrolled Keywords: | Kepuasan Pelanggan, Nasabah, Bank, Kredit, Layanan |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Pertanian > Agribisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 26 Nov 2018 02:55 |
| Last Modified: | 19 Oct 2021 05:04 |
| URI: | http://repository.ub.ac.id/id/eprint/13872 |
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