Evaluasi Mutu Pelayanan Kredit Usaha Kec

Abstract

Company that want to get the competitive advantage, must produce quality products with competitive price, faster delivery and good service to its customer. In this case of the fulfillment, customer satisfaction is quality of services, which is the main key of business competition success. Quality of services is a form of consumers appraisal to the perceived service compared with expected service. The goal of this research are : to evaluate quality of service of small industries credit (SIC) that have been applied by PT. BNI (persero) Tbk in the relation with customer attitude, to analyze relationship between customer profile with satisfaction degree to the quality of services attribute, and to give alternative solutions to increase the quality of services at PT. BNI (Persero) Tbk. This study used survey studies support by questioner, and also data analysis using compatibility test of Wilcoxon, Spearman correlation and Cartesius Diagram. The resut of z-test showed that Bank BNI performance had not been fulfill the customer expectation yet. From 25 of services attribute only the attribute of BNIA¢â‚¬â„¢s official dressed up neatly and proportionally, valued compatible with customer expectation at compatibility degree 101,12% with Z-value < Z-table. From the analysis of relationship of services attribute, customers profile with customers satisfaction obtained that there is a positif relationship between the term of customers have become BNIA¢â‚¬â„¢s customer specially member of SIC with expectation that the bank official give right information and quick process to be a member of SIC (0,014 < 0,05). The result of correlation test showed that there was a positive relationship between claim and expectation that the bank official give quick solution when the customer dealing with difficulties (0,014 < 0,05). Besides there is negative correlation between the length of the customers become a member of SIC with expectation of bring some business to the competitor.