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Nia Kurniawati
Balai Penelitian Padi, Sukamandi
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Journal : Ar-Rihlah : Jurnal Keuangan dan Perbankan Syariah

 1 
PENGARUH KUALITAS PELAYANAN DAN PRODUKTIVITAS TERHADAP KEPUASAN NASABAH BANK BJB KCP CIRANJANG PADA MASA PANDEMI COVID-19 Purnamasari, Ana Roviana; Nuraeni, Fitri; Mardiana, Lina; Kurniawati, Nia
Ar-Rihlah : Jurnal Keuangan dan Perbankan Syariah Vol 2, No 2 (2022): September
Publisher : Universitas Suryakancana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (264.414 KB) | DOI: 10.35194/arps.v2i2.2631

Abstract

ABSTRAKDalam dunia perbankan, kualitas pelayanan merupakan salah satu hal yang penting dalam menunjukan eksistensi dan kemampuannya untuk memuaskan nasabah. Produktivitas suatu Bank dinilai perlu dikembangkan guna mencapai hasil yang maksimal dalam mempertahankan kekuatan suatu instansi. Di masa pandemi ini segala bentuk usaha baik barang maupun jasa terkena dampaknya, salah satunya adalah sektor Perbankan. Penelitian ini bertujuan untuk menganalisis pengaruh pandemi Covid-19 di sektor perbankan terkait kualitas pelayanan dan produktivitas yang diberikan oleh Bank terhadap kepuasan nasabah di Bank BJB KCP Ciranjang Cianjur. Penulis menggunakan pendekatan kuantitatif dengan menyebar kuesioner kepada nasabah dengan jumlah sampel sebanyak empat puluh (40) nasabah BJB KCP Ciranjang dan observasi serta penyebaran angket kepada karyawan Bank untuk mencari data dari Bank. ABSTRACTIn Banking, service quality is one of the essential aspect in showing its existence and ability to satisfy customers. The productivity of a Bank is considered to need to be improved to achieve maximum results in maintaining the strength of an agency. During this pandemic, all forms of business, both goods and services, are facing problems one of it is the Banking sector. This study aims to analyze the impact of the Covid-19 pandemic in the Banking sector regarding the quality of service and productivity provided by Banks to customers, especially at Bank BJB KCP Ciranjang Cianjur. The author uses a quantitative approach by distributing questionnaires to customers with a sample of forty (40) BJB KCP Ciranjang customers and observing and distributing questionnaires to Bank employees to find data from the Bank.
Co-Authors Aan Hasanah Aceng Rahmat, Aceng Achirda, Nur Achwan, Achwan Agung Ginanjar Anjaniputra Aisah Aisah Aisy, Ghina Rohadatul Aji Fachrurroji, Fahmi Al Ramdani, Syayidati Nurfadillah Aminoto, Toto Amuddin, Muhammad Andreas H, Andy Martahan Andriani Andriani Aprilla Adawiyah Asep Saepuloh Ayi Najmul Hidayat Badollahi Mustafa, Badollahi Bagariang, John Mager Cut Aja Nuraskin Dato, Febrionia Maria Herviani Suki Dwi Jatmika, Rahmat Taufiq Eko Sri Mulyani, Eko Sri Elis Homsini Maolida Endry Boeriswati Evi Rosyani Dewi, Evi Rosyani Fadilla, Noorhana Faradhilla, Faradhilla Ferdiyatmoko Cahya Kumoro, Dwi Firman Ardiansyah Fitri Nuraeni Fitriani, Siti Amalia Goestjahjanti, Francisca Sestri Gunaningrum, Gunaningrum Halimatu Syadiah, Siti Nurhayati Hidayat Hidayat Hidayat, Piero Himmy’azz, Istajib Kulla Hurrina, Nurul Zakhro Iis Ristiani Imani, Anugrah Imran, Herry Ismiati, Gina Jauhar Helmie Juhana, Juhana Karnawati, Rita Agustina Karyono Karyono Keumala, Cut Ratna Khair, Oki Iqbal Khamim, Nur Kirana, Shinta KRISNA DWI HANDAYANI Kumoro, Dwi Ferdiyatmoko Cahya Librilianti Kurnia Yuki Lina, Ratu Karel Luthfi, Adam Maman Suherman Mardiana, Lina Mendrofa, Yeremia Metta Liana Mia Amalia Mia Fatimatul Munsi Mirda Santi, Neta Mirta Fera Mohammad Ali Muhammad Kamal Muhammad Subandi, Muhammad Nasirundin, Yusuf Nely Syahadah, Dewi Ngadiyono Ngadiyono, Ngadiyono Ninuk Lustyantie Purnamasari, Ana Roviana Putriani, RDN Dwi Ramadan, Dini Anugrah Ramadhani, Aldi Randa, Alyaa Hilmianti Rani Sugiarni Rasyid, Yumma Rhosalina, Joura Rohaedi, Tedi Rohimah, Rifa Rumasa, Oco Safitri, Ayu Eka Noer Salsabila, Vina Aini Santi, Neta Mirda SAURULITA, ANGELA Sestri Goestjahjanti, Francisca Solaiman, Deny Sukma, Ating Sukma, Ating Sulaeman, Dedi Suprianto, Dodi Suryani, Neni Trini Handayani Usyati, N Vina Nurviyani Waroka, Tia Siti WINANTI, WINANTI Yuni Kaspirawati Zahra, Siti Nursabila Zainal Rafli, Zainal Zuber, Zuber Zuriyati Zuriyati