ANALISIS KUALITAS PELAYANAN CREDIT UNION BONAVENTURA SAJINGAN BESAR, KABUPATEN SAMBAS, KALIMANTAN BARAT

Abstract

This research was conducted at CU Bonaventura, which provides services in Sajingan Besar. The aim of this research is to determine how the implementation of service quality at CU Bonaventura affects the service in Sajingan Besar. This study used a qualitative research method, with data obtained from interviews, observations, and documentation. The data analysis technique used in this study was qualitative descriptive analysis by collecting data to obtain conclusions and an overview of the problem being studied and to identify any issues. The data was described using sentences or words that were categorized to reach a conclusion. Based on the results of field observations and interviews, it was found that from the physical evidence (tangibles), employee appearance was considered neat, office equipment was complete, but they still did not use a modern queue machine. The employees were considered to have the required abilities and competencies in their respective tasks and functions, especially in solving problems faced by members. The employees always aimed to ensure that every transaction required by the members was completed promptly. However, the employees were found to be slow in conducting transactions, resulting in members having to wait for a long time. In terms of the assurance variable, CU Bonaventura employees were considered reliable regarding member transaction data. In the empathy variable, the employees always listened to members' problems, especially in loan-related matters, and provided services in the form of consultation.