Suryani, Rani (2019) Implementasi service quality pada frontliner PT. Bank Muamalat Kantor Cabang Malang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.
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Abstract
INDONESIA:
Penelitian ini dilakukan untuk mengetahui implementasi service quality pada frontliner PT. Bank Muamalat Kantor Cabang Malang. Tujuan dalam penelitian ini adalah: 1) Untuk mengetahui implementasi service quality pada frontlinerPT. Bank Muamalat Kantor Cabang Malang; 2) Untuk mengetahui cara mengatasi kendala service quality pada frontliner PT. Bank Muamalat Kantor Cabang Malang.
Jenis penelitian ini yakni kualitatif study kasus. Data yang digunakan pada penelitian berasal dari data primer dan data sekunder. Metode pengumpulan data menggunakan teknik kapustakaan, wawancara, dan dokumentasi. Metode analisis data yang digunakan adalah reduksi data, penyajian data, dan penarikan kesimpulan.
Hasil penelitian ini adalah peng implementasian service quality pada frontliner PT. Bank Muamalat Kantor Cabang Malang menggunakan lima dimensi, yakni dimensi bukti fisik, keandalan, daya tanggap, jaminan, empati dan menambahkan satu dimensi lagi berupa kepatuhan syariah karena PT. Bank Muamalat merupakan Bank Syariah yang harus mematuhi aturan-aturan Islam.
ENGLISH:
This study is conducted to understand the implementation of service quality on frontliner in PT. Bank Muamalat branch Malang. The aims of the study are: 1) to understand the implementation of front liner in PT. Bank Muamalat branch Malang; 2) to understand how to overcome the obstacles of service quality of front liner PT. Bank Muamalat branch Malang.
This is qualitative case study. The data used by the writer are primary and secondary. The data collection of this research uses library research, interview, and documentation. The data research method uses data reduction, data presentation, and drawing a conclusion.
The result of this study is the implementation of service quality on frontliner PT. Bank Muamalat branch Malang uses five dimensions. They are proof dimension, physical, reliability, responsiveness, guarantee, empathy, and sharia compliance as added dimension because PT. Bank Muamalat branch Malang is sharia bank that must obey to Islamic rules.
Item Type: | Thesis (Undergraduate) | ||||||
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Supervisor: | Hasan, Irmayanti | ||||||
Contributors: |
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Keywords: | service quality; frontliner | ||||||
Departement: | Fakultas Ekonomi > Jurusan Perbankan Syariah | ||||||
Depositing User: | Dian Anesti | ||||||
Date Deposited: | 25 Apr 2020 19:33 | ||||||
Last Modified: | 25 Apr 2020 19:33 | ||||||
URI: | http://etheses.uin-malang.ac.id/id/eprint/15451 |
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