Peningkatan Kualitas Pelayanan dalam Memberikan Kepuasan Kepada Nasabah (Studi Kantor PT Pegadaian (Persero) Cps Sampang Kota (Improving Service Quality in Providing Satisfaction to Customers (Study of PT Pegadaian (Persero) Cps Sampang Kota Office)

Sofiani, Nurul (2022) Peningkatan Kualitas Pelayanan dalam Memberikan Kepuasan Kepada Nasabah (Studi Kantor PT Pegadaian (Persero) Cps Sampang Kota (Improving Service Quality in Providing Satisfaction to Customers (Study of PT Pegadaian (Persero) Cps Sampang Kota Office). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

RINGKASAN/ ABSTRAK Nurul Sofiani, 2022, Peningkatan Kualitas Pelayanan dalam Meningkatkan Kepuasan Kepada Nasabah (Studidi Kantor PT. Pegadaian Syariah Cps Sampang Kota). Drs.Bagoes Soenarjanto,M.Si, Anggraeny Puspaningtyas,S.AP., M.AP Kemunculan PT. Pegadaian Syariah (Persero) Cps Sampang Kota dapat meningkatkan ekonomi masyarakat dengan mengeluarkan produk-produk yang tidak melanggar prinsip- prinsip syari’ah baik produk dalam penghimpunan dana atau penyaluran dana atau gadai emas. PT. Pegadaian Syariah (Persero) Cps Sampang Kota ini system gadai berupaya membantu masyarakat. Penelitian ini bertujuan untuk mengetahui kualitas pelayan terhadap kepuasan nasabah dan untuk mengetahui Penghambat dan pendukung dari kepuasan nasabah di kantor pegadaian syariah Cps Sampang Kota. Penelitian ini menggunakan penelitian deskripsi dengan menggunakan pendekatan kualitatif. Teknik pengumpulan data melalui wawancara, Observasi dan dokumentasi. Sedangkan Analisis Data menggunakan teknik deskriptif kualitatif yaitu prosedur penelitian yang menghasilkan data deskriptif berupa kata-kata tertulis atau lisan dari orang- orang atau perilaku yang bias diamatii. Dari hasil penelitian menunjukkan bahwa pelaksanaan kualitas pelayanan dilihat dari aspek bukti fisik (tangibles), kehandalan (reability), daya tanggap (responsiveness), jaminan (Assurance), emphaty (Empati) yaitu : (1) Bagian pelayanan di kantor pegadaian syariah cps sampan kota memenuhi fasilitas sarana dan prasarana seperti: tv, ac, kamar mandi, tempat duduk dll. (2) masyarakat merasa puas dengan pelayanan yang diberikan dalam aspek reavility (kehandalan) mengenai kehandalan dalam menangani setiapkeluhan nasabah, handal dalam segi waktu dan ketepatan proses pelayanan (3) pegawai dalam hal membantu nasabah yang membutuhkan pelayanan khususnya nasabah yang bingunng dengan pelayanan yang sydah terlihatan atara petugas dan nasabah yang saling berkomunikasi. (4) keamanan di kantor pegadaian syariah Cps Sampang Kota sudah menunjukkan upaya meningkatkan kualitas pelayanannya terkait memberi rasa aman dan nyaman bagi nasabah. (5) aspek empati (emphaty), yang diberikan oleh pihak kantor pegadaian syariah Cps Sampang Kota yaitu memberikan kesan yang menyenangkan. Hal itu dapat terlihat dari sikap pegawai yang menerangkan dengan sejelas-jelasnya mengenai prosedur pelayanan dan menerima kritik maupun saran dengan sepenuh hati sebagai intropeksi untuk layanan yang lebih baik. Kata Kunci :Kualitas Pelayanan, Kepuasan Nasabah, Kantor Pegadaian Syariah Cps Sampang Kota.

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