Kualitas pelayanan kredit di perusahaan daerah bank perkreditan rakyat badan kredit desa Kabupaten Karanganyar

Oleh :
Devi Septiana - D1107513 - Fak. ISIP

ABSTRACT This research aims to find out the quality of credit service given by PD. BPR BKD of Regency Karanganyar to its customers. This research focuses more on the field research. The data collection was done using interview, documentation and observation techniques. The data source included the personnel and customers of PD. BPR BKD of Regency Karanganyar. The sample was taken using purposive sampling technique. The data validity was done using triangulation. Method of analyzing data used was an interactive model. Based on the result of research, it can be found that the quality of credit service in PD. BPR BKD of Regency Karanganyar has largely given the satisfaction to its customers. From many indicators used, it can be seen that: 1) reliability, the customers state that the condition and procedure of credit application by PD. BPR BKD of Regency Karanganyar is understandable, simple and uncomplicated. 2) Responsiveness, the customers feel satisfied with the responsive attitude of personnel who seriously deals with the complaint conveyed as well as look for collectively the resolution to cope with the problematic credit with family principle. 3) Competence, the customers feel to be served by the professional officers. 4) Credibility. PD BPR BKD of Regency Karanganyar includes the safety guarantee from PD BPR BKD of Regency Karanganyar to its customers as well as the personnel’s good manner and friendliness in giving service. 5) Tangible, the direct evidence of PD BPR BKD of Regency Karanganyar relating to the infrastructures, and equipment existing in PD BPR BKD of Regency Karanganyar, the customers feel satisfied. 6) Understanding the customers, PD BPR BKD of Regency Karanganyar acts fairly and subjectively in giving the customers service and had fulfilled the customers’ need and desire. 7) Communication, the customers use the modern equipment such as telephone, facsimile and e-mail to communicate, while the promotion efforts conducted include word-of-mouth and brochure distribution.