ARIYANTI, WINDA AYU (2025) ANALISIS KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN NASABAH PADA PT. FEDERAL INTERNATIONAL FINANCE GROUP CABANG MARTAPURA. Diploma thesis, UNIVERSITAS ISLAM KALIMANTAN MAB BANJARMASIN.
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Abstract
ABSTRAK Winda Ayu Ariyanti, 2023, Analisis Kualitas Pelayanan Dalam Meningkatkan Kepuasan Nasabah Pada PT. Federal International Finance Group Cabang Martapura, Pembimbing I : Hj. Farida Yulianti, Pembimbing II : Hj. Lamsiah. Penelitian ini bertujuan untuk mengetahui: 1) kualitas pelayanan dalam meningkatkan kepuasan nasabah pada PT. Federal International Finance Group Cabang Martapura yang selama ini; dan 2) mengetahui kualitas pelayanan dalam meningkatkan kepuasan nasabah pada PT. Federal International Finance Group Cabang Martapura yang seharusnya. Penelitian ini menggunakan analisis data deskriftif kualitatif yaitu peneliti mendeskripsikan hasil temuannya yang berasal dari data-data subyek penelitian, yang diinterpretasikan dalam bentuk narasi argumentatif yang memberikan gambaran serta kesimpulan akhir dari penelitian tersebut. Hasil penelitian menunjukkan bahwa kualitas pelayanan dalam meningkatkan kepuasan nasabah yang dilakukan oleh PT. Federal International Finance Group Cabang Martapura yang selama ini berdasarkan dimensi kualitas pelayanan yaitu: 1) Bukti Fisik (Tangibles), ruangan pelayanan yang masih sempit, belum memiliki mesin antrian otomatis; 2) Kehandalan (Reliability), customer service hanya 1 orang tidak sebanding dengan jumlah konsumen yang harus dilayani sangat banyak; 3) Daya Tanggap (Responsiveness), customer service kurang bisa fokus terhadap pelayanan kepada konsumen yang mengadukan; 5) Jaminan (Assurance), karyawan dituntut untuk bersikap ramah, sopan, senyum, sapa dan salam kepada semua konsumen; 5) Perhatian (empaty), customer service menjelaskan dengan penuh perhatian kepada konsumen terkait dengan produk yang sesuai dengan kebutuhan konsumen. Kualitas pelayanan dalam meningkatkan kepuasan nasabah yang dilakukan oleh PT. Federal International Finance Group Cabang Martapura yang seharusnya berdasarkan dimensi kualitas pelayanan, yaitu: 1) Bukti Fisik (Tangibles), menyediakan tenda diluar ruangan serta menyediakan tempat duduk dan kipas angin, serta menyediakan nomor antrian otomatis bagi konsumen; 2) Kehandalan (Reliability), melakukan penambahan customer service sehingga menjadi 2 orang; 3) Daya Tanggap (Responsiveness), tidak membebankan target penjualan kepada customer service; 4) Jaminan (Assurance), karyawan dituntut untuk bersikap ramah, sopan, senyum, sapa dan salam kepada semua konsumen serta berpenampilan yang sopan, bersih, tidak bau serta menarik; 5) Perhatian (empaty), customer service melakukan pendampingan hingga pengajuan atas produk yang diinginkan konsumen. Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah Pada PT. FIF Group ABSTRACT Winda Ayu Ariyanti, 2023, Analysis of Service Quality in Increasing Customer Satisfaction at PT. Federal International Finance Group Martapura Branch, Advisor I : Hj. Farida Yulianti, Advisor II : Hj. Lamsiah. This study aims to determine: 1) service quality in increasing customer satisfaction at PT. Federal International Finance Group Martapura Branch which so far; and 2) knowing the quality of service in increasing customer satisfaction at PT. Federal International Finance Group Martapura branch which should be. This study uses qualitative descriptive data analysis, in which the researcher describes the findings derived from the data of the research subjects, which are interpreted in the form of argumentative narratives that provide an overview and final conclusions from the study. The results of the research show that the quality of service in increasing customer satisfaction is carried out by PT. The Federal International Finance Group Martapura Branch, which so far has been based on the dimensions of service quality, namely: 1) Physical Evidence (Tangibles), the service space is still cramped, and does not yet have an automatic queuing machine; 2) Reliability, customer service is only 1 person which is not proportional to the large number of consumers to be served; 3) Responsiveness, customer service is unable to focus on serving consumers who complain; 5) Assurance, employees are required to be friendly, polite, smile, greet and greet all consumers; 5) Attention (empathy), customer service explains attentively to consumers regarding products that suit consumer needs. Service quality in increasing customer satisfaction conducted by PT. Federal International Finance Group Martapura Branch which should be based on the dimensions of service quality, namely: 1) Physical Evidence (Tangibles), providing outdoor tents and providing seats and fans, as well as providing automatic queue numbers for consumers; 2) Reliability, adding customer service so that it becomes 2 people; 3) Responsiveness, does not charge sales targets to customer service; 4) Assurance, employees are required to be friendly, polite, smile, greet and greet all consumers and look polite, clean, odorless and attractive; 5) Attention (empathy), customer service provides assistance to the submission of products that consumers want. Keywords: Service Quality, Customer Satisfaction at PT. FIF Group
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah Pada PT. FIF Group |
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Depositing User: | Galuh Ananda Sari |
| Date Deposited: | 04 Mar 2025 03:18 |
| Last Modified: | 04 Mar 2025 03:18 |
| URI: | http://eprints.uniska-bjm.ac.id/id/eprint/28290 |
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