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ANALISIS KUALITAS PELAYANAN PRODUK KREDIT CEPAT DAN AMAN PADA PT PEGADAIAN (PERSERO) CABANG MALANG

Kuswati, Pupet (2019) ANALISIS KUALITAS PELAYANAN PRODUK KREDIT CEPAT DAN AMAN PADA PT PEGADAIAN (PERSERO) CABANG MALANG. Diploma (D3) thesis, University of Muhammadiyah Malang.

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PENDAHULUAN.pdf

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Abstract

This research was conducted at PT Pegadaian (persero) Malang which aimed to determine the service quality of appllying products KCA (credite, cheat, safe) by paswnshops to facilitate costumers, escpeacially in borrowing vanture money both in small and large amounts. This research also focused of KCA service including the payment and renewal for loans as an important implementatioan of KCA service for costumers. The reserch method used in this study was descriptive. Data sources used in this researtch were divided into two subjects. Primary source were obtained directly from the leader at its cpmpany and staff who work as cashier and estimator. While secondary data was obtained from and important company documents regarding the implementatioan of KCA products. There are three data collection techniques used, namely, interview, observation, and documentation. While, to analyze the data, the reseacher used concepts namely collecting data,reducing data,presenting data and drawing conclucsions. The results of this study showed that the first procces of implementing KCA (credit, cheat, safe) products customers come directly to pawnshops to covey their intentions and fulfill the requirements of pawhops such as KTP, BPKB and other items that can be used as collateral. After the requirements are complemeted ,then the collateral is given to the cashier, the cashier gave the estimator to determine the amount of capital that can be taken by costumer. Then the transction process ended but for the next deal, the costumer made an extesion or repayment. As the last result in the second formula showed that costmer responses to the implementatioan of KCA products in which there was an incerease every year. This gave a statement that costumers are very statement that customers are very statified with the services of KCA products, so they often make transpotactions and become the best costumers.

Item Type: Thesis (Diploma (D3))
Student ID: 201510190511010
Keywords: Quality, Service, KCA, and Costumer
Subjects: H Social Sciences > HG Finance
Divisions: Faculty of Economics > Diploma of Banking and Finance (61406)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 17 Jun 2019 01:11
Last Modified: 17 Jun 2019 01:11
URI : http://eprints.umm.ac.id/id/eprint/46430

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