CD Tesis

Kualitas Layanan Perkreditan Pt. Bank Mandiri Cabang Pekanbaru Tuanku Tambusai

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This research is motivated by Bank Mandiri Tuanku Tambusai as a State-
Owned Enterprise (BUMN) which is an obligation to carry out a service, one of
these services is credit services. In offering these services, an assessment is
needed as an evaluation material, this spurs Bank Mandiri Tuanku Tambusasi to
take over in improving the quality of these services. Several obstacles were
encountered in these services, such as the process experiencing difficulties, the
lack of easy access to services and credit applications, terms and times of
handling and unclear service standards.
The purpose of this study was to determine how the quality of credit
services at PT. Bank Mandiri Pekanbaru Tuanku Tambusai Branch and to identify
the inhibiting factors in the credit services of PT. Mandiri Persero Pekanbaru
Branch Tuanku Tambusai. This study uses a qualitative descriptive research
method approach. Primary data were obtained directly through interviews with
informants, namely Bank Mandiri employees in the credit department and credit
customers. Secondary data was obtained through online media, journals and
theses related to the Service Quality of Bank Mandiri Tuanku Tambusai.
The results of this study indicate that the service quality of PT. Bank
Mandiri Pekanbaru Branch Tuanku Tambusai based on Zeithaml et al (in Semil,
2018:84) there are 5 indicators namely Tangibel (Intangible), Reliability
(Reliability), Responsiviness (Responsibility), Assurance (Guarantee), Empathy
(Empathy) has been running well because most are carried out but there are still
obstacles, namely services that are not in accordance with the 5-day SOP
processing time, this is understandable because credit is a service that must be
careful and thorough and can take time technically this is so that there are no
data errors as well as customer surveys, as well as the conditions provided by
Bank Mandiri which has more processes than other banks so that the credit runs
smoothly and delays in payments from customers, certain requirements that are
different from other banks besides that the purpose of credit is to help the
customer's economy and the inhibiting factors for service success, namely of time,
human resources and more requirements h complicated on credit services.
Keywords: Quality of Service, Credit, Bank Mandiri

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 02. 221 (0056)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Ilmu Administrasi., 2021

Deskripsi Fisik

xii, 141 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 02. 221 (0056)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU ADMINISTRASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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