ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH KOPERASI BMT UGT NUSANTARA CABANG PELAIHARI

Afosma, Wilda (2022) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH KOPERASI BMT UGT NUSANTARA CABANG PELAIHARI. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Wilda Afosma,2022,Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah Koperasi BMT-UGT NUSANTARA Cabang Pelaihari,Pembimbing I : Hj.Lamsah,Pembimbing II : Hj.Farida Yulianti. Penelitian ini bertujuan untuk menganalisis : (1) sejauh mana kualitas pelayanan terhadap kepuasan nasabah menggunakan jasa koperasi BMT-UGT NUSANTARA (2) dimensi atau unsur kualitas pelayanan mana saja yang perlu diperhatikan untuk meningkatkan kepuasan nasabah dalam menggunakan jasa koperasi BMT-UGT NUSANTARA cabang Pelaihari. Jenis penelitian yang digunakan adalah deskriptif kualitatif yaitu data yang tidak dapat dihitung atau bukan berupa angka yang di peroleh dari hasil wawancara dengan nasabah Koperasi BMT-UGT NUSANTARA serta menggali informasi-informasi khususnya tentang kepuasan nasabah terhadap layanan di koperasi tersebut. Teknik pengumpulan data melalui observasi,dokumentasi dan wawancara semi-struktur. Data dalam penelitian ini menggunakan data primer. Hasil penelitian ini menunjukkan bahwa : (1) kualitas pelayanan dimensi bukti fisik masih kurang memuaskan, (2) kualitas pelayanan kehandalan sudah memberikan kepuasan kepada nasabah, (3) kualitas pelayanan dimensi daya tanggap sudah memberikan sudah memberikan kepuasan kepada nasabah, (4) kualitas pelayanan dimensi jaminan sudah memberikan kepuasan kepada nasabah dan (5) kualitas pelayanan dimensi empati sudah memberikan kepuasan kepada nasabah. Hal ini mengindikasikan bahwa kualitas pelayanan dimensi bukti fisik di Koperasi BMT-UGT NUSANTARA perlu ditingkatkan lagi agar memberikan kepuasan kepada nasabah,sedangkan dimensi kualitas pelayanan seperti kehandalan,daya tanggap,jaminan dan empati dipertahankan atau lebih ditingkatkan lagi sehingga terus memberikan kepuasan kepada nasabah. Wilda Afosma,Analysis of Service Quality on Customer Satisfaction BMT-UGT NUSANTARA Cooperative Pelaihari Branch,Advisor I : Hj.Lamsah,Advisor II : Hj.Farida Yulianti. This study aims to analysis : (1) the extent to which service quality has on customer satisfaction using the service of the BMT-UGT NUSANTARA cooperative (2) Which dimensions or elements of service quality need to be considered to increase customer statisfaction in using the service of the BMT-UGT NUSANTARA cooperative,Pelaihari branch. The type of research used is descriptive qualitative,namely data that cannot be calculated or not in the form of numbers obtained from interviews with customers of the BMT-UGT NUSANTARA cooperative and digging up information,especially about customer satisfaction with service in the cooperative. Data collection techniques were through observation,documentation and semi-structured interviews. The data in this study used primary data. The results of this study indicate that : (1) the service quality of the physical evidence dimension is still unsatisfactory, (2) the service quality of reliability has given satisfaction to customers, (3) the service quality of the responsiveness dimension has given satisfaction to customers, (4) the service quality of the dimention of guarantees have given satisfaction to customers and (5) the quality of service dimentions of empathy has given satisfaction to customers. This indicates that the service quality dimensions of physical evidence in the BMT-UGT NUSANTARA cooperative need to be improved or improved again in order to provide satisfaction to customers,while the dimensions of service quality such as reliability,responsiveness,assurance and empathy are maintained of further improved so as to continue to provide satisfaction to customers.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: kualitas pelayanan;kepuasan nasabah service quality;customer satisfaction.service quality;customer satisfaction.
Subjects: H Social Sciences > HB Economic Theory
Depositing User: Wilda Afosma
Date Deposited: 16 Aug 2022 05:12
Last Modified: 16 Aug 2022 05:12
URI: http://eprints.uniska-bjm.ac.id/id/eprint/11996

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