Zhamrozi, Rayhan Singgih and Hapsari Dian Sylvatri, SS.,M.I.Kom (2024) Evaluasi Kualitas Pelayanan pada Transaksi Tabungan Emas di Pegadaian UPC Pacitan. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilakukan dengan tujuan untuk mengetahui kualitas pelayanan pada transaksi Tabungan Emas di Pegadaian UPC Pacitan menggunakan metode kualitatif deskriptif dengan mendeskripsikan atau mengkonstruksi wawancara secara mendalam terhadap subjek penelitian. Hasil penelitian ini menunjukkan 5 unsur indikator kualitas pelayanan yaitu bukti fisik (tangible), Kehandalan (reliability), daya tanggap (responsivennes), jaminan (assurance) dan empati (empathy). Namun, dari kelima indikator tersebut, kehandalan (reliability) dan daya tanggap (responsivennes) memiliki pengaruh yang paling penting dalam mengetahui kualitas pelayanan pada transaksi Tabungan Emas di Pegadaian UPC Pacitan. Berdasarkan hasil penelitian ini, Penulis mengajukan beberapa rekomendasi fasilitas yaitu menyediakan loket khusus Tabungan Emas untuk mempercepat transaksi, membedakan antara transaksi Tabungan Emas dan transaksi umum sehingga dapat mengurangi antrian panjang yang disebabkan dari antrian loket umum.
English Abstract
This research was conducted with the aim of knowing the quality of service in gold savings transactions at Pegadaian UPC Pacitan using descriptive qualitative method by describing or construct an in-depth interview on the research subject. The results of this research show that five elements of service quality indicators are tangible, reliability, responsivennes, assurance, and empathy. However, of five indicators, reliability and responsivennes have the most important influence in knowing the service quality in the gold savings transaction of the Pegadaian UPC Pacitan. Based on the results of this research, the author proporsed several facility recommendations, namely providing spesial gold savings counters to speed up transactions, distinguish which are gold savings transactions and which are general transactions and reduce long queues caused by public counter queues.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052417 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Tabungan Emas, Pegadaian |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | S Sucipto |
| Date Deposited: | 16 Jan 2025 04:09 |
| Last Modified: | 16 Jan 2025 04:09 |
| URI: | http://repository.ub.ac.id/id/eprint/234956 |
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Text (DALAM MASA EMBARGO)
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