ANALISIS KEPUASAN ANGGOTA ATAS KUALITAS PELAYANAN JASA PADA UNIT SIMPAN PINJAM KOPERASI “NGANTANG”

SUGIARTO, YULIS ARI (2008) ANALISIS KEPUASAN ANGGOTA ATAS KUALITAS PELAYANAN JASA PADA UNIT SIMPAN PINJAM KOPERASI “NGANTANG”. Other thesis, University of Muhammadiyah Malang.

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Abstract

This research uses survey research method, it was caused used questioner as tools to compile data.the research title is”the analisis of satisfaction the member toward service quality at loan storeunit cooperation”ngantang”. The objective this research was to know how far satis faction the member toward service quality at loan store unit cooperation “ngantang”.ngantang sub district malang regency.the population .the population in this research is the member of loan store unit cooperation ngantang with amount of research sample 100 responder.the analisys technique used is costumer satisfaction index. Responder respond toward service quality especially about tangibles variable or direct evidence,where member who where very satisfied 30 responders, satisfied 20 responders and who was not satisfied 50 responders. About reliability variable the mainstay able to be know that member of cooperation who was very satisfied 28 responders satisfied 19 responders and 53 member was not satisfied.the satisfaction level of cooperation member about responsiveenes ,where it can be explained that 29 responder feel very satisfaction 24 responders feel satisfied and 47 respondes fell not satisfied toward service given in this case about responsiveenes variable respon of the cooperation member toward of assurance variable able to be know that 24 member feel very satisfied, 22member feel very satisfied, 54 member feel not satisfied.thatresult can proof most member feel not satisfied toward scurity quarantee and ansering question around cooperation, kindness and respecfuul of employment also composure officer to service the member. Respond of cooperation member about empathy variable able to be know 29 member feel very satisfied 20member feel satisfied and 51 member feel not satisfied toward service of emphaty variable attention. Some suggestion cooperation “ngantang”.was expected able to improve system and procedure of serfice was given to the costumer, it was conducted in effort to give quarantee toward costumer about given service.the decision was conducted because so far many member feel not satisfied toward service quality given.on controlling quality had given.was expected given managemen cooperate was expected to provide suggest box toward service given,by that step cooperaton able to conduct ontrol toward quality would be given to the costumer.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 14 Jun 2012 03:36
Last Modified: 14 Jun 2012 03:36
URI: http://eprints.umm.ac.id/id/eprint/7749

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