PURBOSARI, NIKEN (2014) Analisis Pelayanan Pinjaman Kredit Pada Bank Perkreditan Rakyat (BPR) Agung Sejahtera Semarang menggunakan metode Servqual. Skripsi, Fakultas Ilmu Komputer.
Abstract
BPR Agung Sejahtera one of the services, especially in the banking sector should be able to provide optimum service to always put the quality of service so that customers feel satisfied and safe in the transaction. This research aims to analyze the influence of the quality of loan servicing loan on BPR Agung Sejahtera Semarang. This study is a survey with a sample of 50 respondents who had and being a customer of the BPR Agung Sejahtera Semarang. The primary data obtained through interviews using questionnaires. This study uses the SERVQUAL method approach that includes dimensions, tangibles (physical appearance), Assurance (collateral), reliability (reliability), responsiveness (responsiveness), empathy (empathy). The study states that the dimension of reliability is still an indicator that there is still lower than the indicators of customer expectations of employees firmness in dealing with the problems / difficulties in service. In variable also guarantee there is one indicator that did not meet expectations, the knowledge of employees in answering customer questions. In the variable appearance, the two indicators do not meet the expectations of customers and the other two equal with customer expectations. In empathy variables, all indicators are not in accordance with customer expectations. In the variable responsiveness, two indicators together with customer expectations and the other two customers exceeded expectations. Empathy is a factor that most low value with customer expectations. Thus proposed to the BPR Agung Sejahtera to improve the quality of service associated with the dimensions of empathy and retaining the other four variables, namely physical appearance, responsiveness, assurance and reliability.
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