ANALISIS KUALITAS JASA NASABAH KREDIT MIKRO PADA BANK MANDIRI CABANG PARE JAWA TIMUR

SILFIA, SILFIA (2010) ANALISIS KUALITAS JASA NASABAH KREDIT MIKRO PADA BANK MANDIRI CABANG PARE JAWA TIMUR. Other thesis, University of Muhammadiyah Malang.

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Abstract

Service quality could be found by comparing perception of customer with service they accept with the real service they expected or wanted, so that the service quality is how far the difference between reality and expectation of the customer in service they received, with research titled: “Analysis of Service Quality Micro Debt Customer in Bank Mandiri Pare Branch East Java”. The research aimed to measure the fitness of service quality dimension given by Mandiri Bank Pare Branch and also find out variables need to increase in micro-debt of Mandiri Bank Pare Bank Pare branch expected to be thought and objective suggestion for Mandiri Bank Pare branch in giving quality service to meet the customer’s expectation. Analytical tools used in this research used customer satisfaction index and Cartesius diagram. According to SERVQUAL calculation, dimension by dimension, the average performance has nothing more than expectation rate. It means that in dimension by dimension, service quality in Mandiri Bank Pare Branch owed minor quality. The SERVQUAL calculation in whole stated that the service quality at Mandiri Bank Pare Branch could be said not good. According to diagram calculation, the indicator needed to be fix and important for the customer still didn’t apply by the management as the customer wishes. The attribute were employee ability in handling the customer service matter, the employee ready to perceive the customer needs, bank employee showed respect to customer, the employee could give satisfaction to the employee. Some suggestions gave to Mandiri Bank Pare Branch, there hoped additional amount so that the customer service problem could be done well and perceived the customer expectation. Respect showed by the employee and pleasure for the customer could be done by personality development for employee.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HJ Public Finance
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 28 Mar 2012 03:03
Last Modified: 28 Mar 2012 03:03
URI: http://eprints.umm.ac.id/id/eprint/1312

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