Pitriana, Alifa Nur (2020) Strategi pelayanan account officer simpan pinjam pada anggota baitul maal wat tamwil: Studi pada Baitul Maal Wat Tamwil Usaha Gabungan Terpadu Sidogiri cabang Kota Malang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.
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Abstract
INDONESIA:
Tujuan penelitian ini yaitu untuk mengetahui strategi pelayanan Account Officer simpan pinjam pada anggota Baitul Maal Wat Tamwil. Adapun metode yang digunakan adalah metode kualitatif dengan pendekatan studi kasus. Penelitian ini dilakukan di BMT UGT Sidogiri Cabang malang kota, dimana lembaga ini sudah memiliki AO (Account Officer) terbanyak semalang raya kota. Hasil penelitian ini menunjukan bahwa strategi pelayanan AOSP pada anggota BMT telah menerapkan sistem pelayanan kepada anggotanya yaitu dengan cara: senyum sapa salam, tanggung jawab, melayani tepat waktu, bicara secara jelas, amanah, pengetahuan dan kemampuan yang baik, menerima keluhan anggota secara profesional, dan kepercayaan. Meskipun sudah diterapkan dasar pelayanan AOSP, masih terdapat kendala yang dialami oleh anggota seperti kurangnya respon dan tindakan yang kurang memuaskan dari karyawan AOSP.
ENGLISH:
The purpose this research is to know strategy for savings and loan account officer service to baitul maal wat tamwil members. The method used is a qualitative method with a case study approach. This research was conducted at BMT UGT Sidogiri Malang City Branch, where this institution already has the most AO (Account Officer) in Semarang City. The results of this study indicate that the AOSP service strategy for BMT members has implemented a service system to its members by : greetings smile, responsibility, serve on time, speak clearly, trustworthiness, good knowledge and abilities, accept member complaints in a professional manner, and trust. Even though the basic AOSP service has been implemented, there are still obstacles experienced by members such as a lack of response and unsatisfactory actions from AOSP employees.
Item Type: | Thesis (Undergraduate) | ||||||
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Supervisor: | Rahayu, Yayuk Sri | ||||||
Contributors: |
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Keywords: | Strategi; Strategi Pelayanan; Strategi pelayanan baik; Service; Good Service Strategy | ||||||
Subjects: | 14 ECONOMICS > 1401 Economic Theory > 140102 Macroeconomic Theory | ||||||
Departement: | Fakultas Ekonomi > Jurusan Perbankan Syariah | ||||||
Depositing User: | Alifa Nur Pitriana Pitriana | ||||||
Date Deposited: | 23 Sep 2020 14:31 | ||||||
Last Modified: | 23 Sep 2020 14:31 | ||||||
URI: | http://etheses.uin-malang.ac.id/id/eprint/22339 |
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