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All Journal JPM17: Jurnal Pengabdian Masyarakat IJEBD (International Journal Of Entrepreneurship And Business Development) Benchmark Equity: Jurnal Akuntansi Jurnal Pengabdian dan Edukasi Sekolah (Jubaedah) Proceeding of The International Conference on Economics and Business International Journal of Economics and Management Research West Science Interdisciplinary Studies West Science Social and Humanities Studies Journal of Managerial Sciences and Studies
Ruchan Sanusi
Universitas Bhayangkara Surabaya
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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THE IMPACT OF SERVICE QUALITY AND TRUST ON CUSTOMER SATISFACTION Muhamad Junaidi; Achmad Daengs GS; Rina Dewi; Enny Istanti; Ruchan Sanusi
Journal of Managerial Sciences and Studies Vol. 1 No. 3 (2023): Desember: Journal of Managerial Sciences and Studies
Publisher : PT. Mawadaku Sukses Solusindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61160/jomss.v1i3.25

Abstract

Nowadays business competition cannot be avoided, whether in the form of products or services, so the business always has its strategy to win. In this condition, service is the most important factor that must be built and provided to customers. Therefore, service must be quality. With quality service, customers will also be satisfied and then they will not leave the company. Quality service is characterized by the number of consumers who are satisfied with the service. PT. TIKI Pakis Surabaya Branch is the object of research because service quality is very important. Theoretically, there are five dimensions of service quality such as tangibles, reliability, responsiveness, assurance, and empathy which can influence customer satisfaction. This research aims to determine the effect of service quality on customer satisfaction. Structural equation modeling (SEM) is used to analyze primary and secondary data. With a probability level of ≥ 0.10, it was found that the assurance dimension can build unidimensionality of service quality, while the tangibles, reliability, responsiveness, and empathy dimensions cannot. Therefore, it can be concluded that quality assurance is the dominant factor that causes customer satisfaction.
Analisis Risiko Kredit Usaha Rakyat (KUR) pada Nasabah Bank Mandiri KCP Candi untuk Meminimalkan Kredit Macet Firda Audri Maharani; Sutopo Sutopo; Ruchan Sanusi
Benchmark Vol. 6 No. 2: April 2026
Publisher : Universitas Bhayangkara Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46821/benchmark.v6i2.772

Abstract

Penelitian ini bertujuan menganalisis penerapan manajemen risiko kredit pada penyaluran KUR di Bank Mandiri KCP Sidoarjo Candi untuk meminimalkan kredit macet. Latar belakangnya adalah peningkatan penyaluran KUR yang berpotensi menimbulkan risiko kredit bermasalah jika tidak diimbangi pengelolaan risiko yang tepat. Penelitian menggunakan metode deskriptif kualitatif dengan data primer dan sekunder, dikumpulkan melalui wawancara, observasi, dan dokumentasi. Informan terdiri dari Petugas Layanan Mikro, Analis Kredit, dan Pengelola Kredit, dengan teknik analisis melalui reduksi, klasifikasi, analisis deskriptif, dan penarikan kesimpulan.Hasil penelitian menunjukkan bahwa manajemen risiko kredit diterapkan melalui tahap identifikasi, pengukuran, pemantauan, dan  pengendalian risiko. Penilaian dilakukan sejak awal melalui analisis karakter, kapasitas, kondisi usaha, serta prinsip 5C, kemudian disesuaikan dengan kemampuan angsuran nasabah. Setelah pencairan, risiko dipantau melalui evaluasi pembayaran dan komunikasi rutin, sementara pengendalian dilakukan secara bertahap mulai dari monitoring, pendekatan persuasif, hingga restrukturisasi. Secara umum, penerapan ini dinilai efektif menekan potensi kredit bermasalah pada KUR.
Credit Risk Management Analysis of People's Business Credit (KUR) to Minimize Bad Loans at Bank Mandiri KCP Sidoarjo Candi Firda Audri Maharani; Sutopo; Ruchan Sanusi
Equity: Jurnal Akuntansi Vol. 6 No. 2: April 2026
Publisher : Universitas Bhayangkara Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46821/equity.v6i2.840

Abstract

This study aims to analyze the application of credit risk management in the distribution of KUR at Bank Mandiri KCP Sidoarjo Candi to minimize bad loans. The background is an increase in KUR distribution which has the potential to pose the risk of non-performing loans if not balanced with proper risk management. The research uses a qualitative descriptive method with primary and secondary data, collected through interviews, observations, and documentation. The informants consist of Microservice Officers, Credit Analysts, and Credit Managers, with analysis techniques through reduction, classification, descriptive analysis, and drawing conclusions. The results of the study show that credit risk management is applied through the stages of risk identification, measurement, monitoring, and control. The assessment is carried out from the beginning through character analysis, capacity, business conditions, and the 5C principle, then adjusted to the customer's installment ability. After disbursement, risks are monitored through regular payment evaluation and communication, while control is carried out in stages ranging from monitoring, persuasive approaches, to restructuring. In general, this application is considered effective in reducing the potential for non-performing loans in KUR.
Co-Authors Achmad Daengs GS Achmad Daengs GS Achmad Daengs GS Achmad Daengs GS Achmad Daengs GS Ali Muhdor Ali Muhdor Arief Rahman Bambang Agoes Hermanto Diah Ayu Rahmawati Diana Zuhro Dien Ajeng Fauziah Enny Istanti Enny Istanti Enny Istanti Enny Istanti Enny Istanti Firda Audri Maharani Fitri Ayuningtyas Haryono Haryono Hesti Pandu Widodo I Gd Wiyasa Muhamad Junaidi Retno Susanti Rina Dewi RM Bramastyo KN RM BRAMASTYO KUSUMO NEGORO Siti Ngaisah Siti Ngaisah Sutini Sutini Sutopo SUTOPO Syafi'i Syafi'i Syafi’i Wredha Danang Widoyoko Yoga Adi Prayogi