Rufaidha, Anggraiwati Maulinda (2023) PENINGKATAN KUALITAS PELAYANAN KOPERASI KONSUMEN PRIMKOPPOL MAPOLDA JATIM MELALUI UNIT SIMPAN PINJAM. Skripsi thesis, UNIVERSITAS BHAYANGKARA SURABAYA.
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Abstract
This study aims to describe the effect of service on the satisfaction of PRIMKOPPOL MAPOLDA East Java members. This research uses qualitative research. This research uses interview methods with the Head of Units and members of the East Java PRIMKOPPOL MAPOLDA cooperative which is addressed at Jl. Ahmad Yani No.116, Gayungan, Wonocolo District, Surabaya. Based on the results of the presentation of the analysis and interpretation of the data carried out on improving the service quality of the Primkoppol Consumer Cooperative, East Java Police Headquarters through the Savings and Loans Unit, the following conclusions can be drawn: Dimensions of Public Service Quality. Tangible dimensions (tangible), the facilities and equipment available at the Primkoppol cooperative office are quite good. However, the waiting room area needs to be improved due to the lack of air ventilation. Cooperative management is also cooperative in undergoing checks related to applicable SOPs, the Reliability Dimension, the accuracy of the officers in serving has gone well in explaining the process of applying for loans to disbursing funds, Responsiveness Dimensions (Response/Reliability), officers in responding or responding to questions have quite good, fast and the officers also have a firm attitude in applying for loans for cooperative members, Dimension Assurance (Guarantee), officers have provided timely guarantees in service quickly and guarantees related to valid information in answering questions raised by cooperative members, Empathy Dimensions (Empathy), the attitude of the officers in serving is quite good and fair. Cooperative members have never felt discriminatory towards the treatment of security officers and the need to eliminate an organizational culture that always mixes work and personal matters. That's why it is necessary to increase the sense of professionalism for each person. and There needs to be an increase in wages for officers to increase loyalty to the cooperative. Maybe with very minimal wages, making officers less than optimal in increasing a sense of loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Improvement, Savings and Loan Units |
| Subjects: | HP Public Administrations |
| Divisions: | Faculty of Social and Politics > Bachelor of Public Administrations |
| Depositing User: | Perpus Ubhara Surabaya |
| Date Deposited: | 05 Jun 2024 04:34 |
| Last Modified: | 05 Jun 2024 04:34 |
| URI: | http://eprints.ubhara.ac.id/id/eprint/2484 |
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