Analisis kualitas pelayanan untuk meningkatakan jumlah anggota pada BMT-UGT Sidogiri Cabang Malang Kota

Lestiono, Bayu (2012) Analisis kualitas pelayanan untuk meningkatakan jumlah anggota pada BMT-UGT Sidogiri Cabang Malang Kota. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

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Abstract

INDONESIA:

Banyaknya bank-bank dan lembaga keuangan syariah baru akan menjadikan persaingan semakin ketat. Bagi seorang konsumen atau nasabah hal tersebut akan membuat mereka lebih selektif di dalam memilih bank-bank yang menjamur. BMT- UGT Sidogiri Cabang Malang Kota merupakan salah satu koperasi jasa keuangan syariah yang ada di Kota Malang. Dengan jumlah anggota yang terus bertambah, tentunya kualitas pelayanan yang diberikan harus memadai. Dari awal berdirinya Agustus 2008 hingga Agustus 2012, anggotanya telah mencapai 2700 lebih. Tuntutan kualitas kinerja pelayanan yang excelent dan profesional dalam melayani anggota menjadi ukuran penilaian anggota dalam memutuskan menempatkan dananya di lembaga keuangan syariah. Kualitas kinerja pelayanan bagi anggota menggambarkan keadaan kinerja lembaga keuangan syariah dan keseriusannya dalam memberikan pelayanan kepada anggota. Dari tuntutan-tuntutan terhadap kualitas kinerja pelayanan, tentunya anggota mempunyai ekpektasi atau harapan yang tinggi terhadap kinerja kualitas pelayanan jasa. Melihat pentingnya kualitas pelayanan pada suatu lembaga keuangan syariah peneliti terdorong untuk mengambil judul “Analisis Kualitas Pelayanan Pada BMT-UGT Sidogiri Cabang Malang Kota”.

Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan yang diterapkan BMT-UGT Sidogiri Cabang Malang Kota dan untuk mengetahui bagaimana kualitas pelayanan yang diterapkan BMT-UGT Sidogiri Cabang Malang Kota berdasarkan persepsi anggota dengan menggunakan analisis kualitatif dengan wawancara kepada kepala cabang intansi, account officer, dan beberapa anggota.

Dari hasil penelitian ini menunjukkan kualitas pelayanan yang diterapakan oleh BMT-UGT Sidogiri Cabang Malang Kota yang terdiri dari reliability, responsiveness, assurance, empathy, dan, tangibles telah diterapkan dengan baik. Hal ini ditunjukkan dari penerapan kualitas tersebut sudah sesuai dengan standar, hasilnya jumlah anggota meningkat. Hanya saja, tangibles yang sedikit menjadi kekurangan. Anggota menilai sistem pelayanan BMT-UGT Sidogiri Cabang Malang Kota telah diterapakan dengan baik. Lima dimensi yang terdiri dari reliability, responsiveness, assurance, empathy, dan tangibles dirasa memuaskan oleh anggota. Namun, pada poin tangibles anggota menilai perlu adanya sedikit pembenahan.

ENGLISH:

The great amount of new banks and sharia financial institutions will make the harder competition. For some customers, it will make them choose banks more selectively. BMT-UGT Sidogiri of Malang is one of sharia financial cooperation that is located in Malang. In fact, it has members that increase day by day, so that it should give the better service to the members. From the first born on August, 2008 until August 2012, the members are around 2700 people. The demand of excellent and professional service quality in serving the members become an important assessment measure for them to decide where they will save their own money. The quality of service performance to the members describes the situation of sharia financial institution performance and its seriousness in giving service to them. From the demands to the quality of service performance, it will make a case that the members will have a high expectation to the quality of service performance. Because the service quality in a sharia financial institution is really important, so that the researcher decide to take a title “The Analysis of Service Quality to Increase the Members Quantity in BMT-UGT Sidogiri of Malang” for this thesis.

This research has the goals. Those are to know how good the service quality that is applied by BMT-UGT Sidogiri of Malang and to know how good the service quality that is applied by BMT-UGT Sidogiri of Malang depend on the members’ perceptions by making an interview to the institution branch chief, account officer, and some members. From that explanation, the researcher uses a qualitative research analysis.

The result of this research shows that the service quality; reliability, responsiveness, assurance, empathy, and, tangibles which had been applied by BMT-UGT Sidogiri of Malang had been applied well. It can be seen from the quality application. It has agreed with the standard. Besides, the result show that the members getting more. But, a few of the tangibles become a weakness. The members thought that the service system of BMT-UGT Sidogiri of Malang had been applied well. They also thought that five dimension; reliability, responsiveness, assurance, empathy, and tangibles had satisfied them. But, in tangibles, the members thought that there should be an improvement.

Item Type: Thesis (Undergraduate)
Supervisor: Rahayu, Yayuk Sri
Keywords: Kualitas Pelayanan; Service Quality
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management
Departement: Fakultas Ekonomi > Jurusan Manajemen
Location: 150313
Depositing User: Heni Kurnia Ningsih
Date Deposited: 15 Sep 2015 01:53
Last Modified: 15 Sep 2015 01:53
URI: http://etheses.uin-malang.ac.id/id/eprint/2025

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