Pengaruh Sistem Kredit Dan Pelayanan Bank Terhadap Kepuasan Nasabah (Studi Kasus Bkk Pasar Kliwon Surakarta)

Abstract

This research is intended to find out the effect credit system and the service from a bank to customer's satisfaction in BKK Pasar Kliwon Surakarta. The data collection technique used in this research is sampling technique. The sample used is BKK Pasar Kliwon Surakarta. The data collection method used in this research is interviewing and observing method to the objct of the research, which are the employees of the observed bank. The result of interview and observation with the qualitative method are used to examine the quality and effect of the credit system and the service from a bank to the customers' satisfaction. The credit system observed in the research includes working capital credit and investment credit and its conditions. Based on the research, it is found that a factor that plays the most important part in create the costumer's satisfaction is the service of the bank's employees. The aspects of the bank service, in this case, are politeness, respectful, attentive, cooperative, tolerance, informality, and self control. Keyword : Credit System, service quality of bank's employees, customer satisfactio