Pelayanan prima pada PT. Bank Tabungan Negara (persero) Tbk cabang Surakarta ditinjau dari kepuasan nasabah

Nurani, Dianita

× Kualitas pelayanan prima merupakan salah satu faktor penting bagi keberhasilan bank sebagai perusahan jasa saat ini. Karena dewasa ini masalah kepuasan loyalitas nasabah melalui kualitas pelayanan terbaik telah menjadi komitmen bagi perbankan dalam menjalankan bisnisnya. Tujuan dari penelitian adalah mencari jawaban atas masalah yang diajukan dalam penelitian ini, dengan menyebarkan kuesioner dapat diambil kesimpulan bahwa BTN masih menghadapi masalah dari aspek pelayanan, sehingga memerlukan penanganan dari segenap aspek manajemen di dalam BTN. Sampel dalam penelitian ini adalah nasabah dari PT. BTN Kantor Cabang Surakarta, sejumlah 100 responden melalui kuesioner. Menyebarkan kuesioner yang bertujuan untuk menganalisis data. Hasil analisis menunjukan bahwa dalam kualitas pelayanan prima berpengaruh terhadap kepuasan nasabah dan kepuasan nasabah berpengaruh terhadap loyalitas nasabah. Hasil kuesioner tersebut mengindikasikan bahwa nasabah bank BTN sangat puas terhadap pelayanan sebanyak 48,9%, puas sebanyak 35,7%, cukup puas sebanyak 13,2%, tidak puas sebanyak 2%, sangat tidak puas 0,2%. Tingkat profesionalisme pada PT. BTN Cabang Surakarta menurut nasabah masih kurang, disebabkan pelayanan yang diberikan kurang memuaskan sebaiknya diberikan pelatihan terhadap para pegawai guna meningkatkan profesionalisme dalam bekerja. The first-rate service quality was an important factor for the current success of a bank as a service enterprise. Because at this time, the matter of customers’ loyalty satisfaction through the best first-rate service, had become a commitment for banking in running its business. The aim of this study was looking for the answer for the problem proposed in this study, by distributing some questionnaires and drawing a conclusion that BTN was still facing some problems from the service aspect, thus it needed some management from the whole aspects of management in BTN. The sample of this study was the customers of PT. BTN of Branch Office Surakarta that were as many as 100 respondents by using questionnaires. The distribution of questionnaires would be used in analyzing data. The result of this study showed that the quality of first-rate service gave some influence to the customers’ satisfaction, and the customers’ satisfaction gave some influence to the customers’ loyalty. The result of the questionnaire indicated that the customers of Bank BTN, who were very satisfied with service were 48.9%, satisfied were 35.7%, quite satisfied were 13.2%, unsatisfied were 2%, and very unsatisfied were 0.2%. The level of professionalism in PT. BTN of Surakarta Branch Office according to the customers was still low, because the service given was not quite satisfied the customers. It was suggested that the employees should get some training in order to improve their professionalism in working

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Penulis Utama	:	Dianita Nurani
Penulis Tambahan	:	-
NIM / NIP	:	F3610031
Tahun	:	2013
Judul	:	Pelayanan prima pada PT. Bank Tabungan Negara (persero) Tbk cabang Surakarta ditinjau dari kepuasan nasabah
Edisi	:
Imprint	:	Surakarta - F. Ekonomi - 2013
Program Studi	:	D-3 Keuangan Perbankan
Kolasi	:
Sumber	:	UNS-F.Ekonomi Prog. D III Keuangan Perbankan-F3610031-2013
Kata Kunci	:
Jenis Dokumen	:	Laporan Tugas Akhir (D III)
ISSN	:
ISBN	:
Link DOI / Jurnal	:	-
Status	:	Public
Pembimbing	:	1. Nurul Istiqomah, SE.,M.Si
Penguji	:
Catatan Umum	:
Fakultas	:	Fak. Ekonomi dan Bisnis

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