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All Journal Journal of Bussines Management Basic SINTESA
Teguh Santoso
Universitas Sebelas April
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Other

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Quality of Service at Primary Cooperative Kartika Sumedang Ressa Ferdiyanti Hidayat; Teguh Santoso; Jajang Supriatna
Journal of Bussines Management Basic Vol 4 No 1 (2022): Journal of Bussines Management Basic
Publisher : Universitas Sebelas April, Fakultas Ekonomi dan Bisnis

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Abstract

The focus of this study is to analyze the quality of service at the primary cooperative Kartika Sumedang which includes 5 dimensions, namely Reliability, Physical Evidence (Tangible), Responsiveness (Responsiveness), Assurance (Assurance), and Empathy (Empathy). The purpose of this study is to determine the quality of service at the Kartika Sumedang Primary Cooperative and to determine the efforts to improve the quality of its services. The method used in the preparation of this thesis is descriptive research with a qualitative approach using primary and secondary data. Primary data was obtained by data collection techniques through interviews and observations, while secondary data came from the primary documents of the Kartika Sumedang Cooperative. In analyzing the data that has been obtained, the Miles and Huberman model with steps; data collection, data reduction, data display, and conclusion drawing/verification data. The method used for the validity of the data is to use the tringulation technique. The results of this study indicate that the application of service quality to the Primary Cooperative Kartika Sumedang has not been fully maximized, especially in the indicator of a comfortable parking space in the dimensions of existing physical evidence (tangible).
Analysis Of Customer Satisfaction In PT. BPR Nusamba Cash Office Wado Sumedang Agung Akbar; Teguh Santoso; Risa Ratna Gumilang
SINTESA Vol. 13 No. 1 (2022): Sintesa
Publisher : SINTESA

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Banking is the core of every country's financial system. Through lending activities and various services provided, the Bank serves financing needs and expedited payment system mechanisms for all sectors of the economy. The problem is customer complaints at PT. BPR Nusamba Tanjungsari Cash Office Wado Sumedang. Customer complaints are caused by the lack of rapid response from employees to customers, credit services are still slow, based on this research objective is to analyze and solutions to improve customer satisfaction at PT. BPR Nusamba Tanjungsari Cash Office Wado Sumedang. The research method uses a qualitative research method approach. The sampling technique is done by accidental sampling technique. Research informants are: cash chief, wado, teller , customer service and customers of PT. BPR Nusamba Tanjungsari Cash Office Wado Sumedang. The research data were analyzed using the Miles and Huberman model with steps: data reduction, data presentation, drawing conclusions. Research variables have been analyzed, including: physical evidence, reliability, responsiveness, assurance or certainty, and empathy. The results showed the facilities at PT. BPR Nusamba Tanjungsari Cash Office Wado Sumedang that the dimensions of physical evidence (tangibles), reflected in physical facilities, lack of atm machines. Dimensions of responsiveness (responsiveness), less deft in providing services
Co-Authors Agung Akbar Jajang Supriatna Ratna Gumilang, Risa Ressa Ferdiyanti Hidayat