Proses Pelayanan dan Tingkat Kepuasan Debitur Terhadap Mutu Produk dan Pelayanan Kredit (Kasus Kredit Wirausaha di Bank BNI)

Abstract

Credit BEC (BNI entrepreneurs credit) bi credit line up to IDR 500 million given for productive business in the form of working capital credit and investment credit with duration of maximum credit up to 5 (five) year. BEC as of small credit product of Bank BNI which is relative still just its marketing and implementation in field, once in a while still meeting constraint related to sigh from debtor. To maintain has been reached and increased excellence to compete it with conspecific product in other bank, hence PT BNI (Persero) Tbk especially Small Business Center unit have to comprehend and gets input from their consurner about satisfaction of debtor to quality of product and service which has been given till now. As step of look after their consumers hence company must be identify desire and consumer hopes to quality of service yielded by it. One of way which can be gone through is with measuring level of satisfaction of consumer through questionnaire propagated. Purpose of this study is identify service process of BEC, analyzes relation between service process and level satisfaction of debtor to product and quality of service of BEC, analyzes level of satisfaction of product debtor would and quality of credit service, and analyzes relation between service process and level of satisfaction of debtor to quality of product and service of BEC in Small Business center of PT BNI (Persero) Tbk. Based on result of importance performance analysis, attribute which included in quadrant I (Main Preference), by consumer is considered to be important attribute, but in its implementation not optimal, has not as according to hope, for example between of officer acts in giving suggestion and solution to debtor (5), officer periodically contacts debtor, either visit and also via phones to ask development of business (8), Amenity reach location (19). Based on correlation test result rank Spearman, proven that service process correlates high significant (p<0,01) with level of satisfaction of debtor. Correlation also shows direction which are positive (r, = 0,729), mean increasingly good processed service done by Bank BNI, hence excelsior level ofsatisfaction felt by debtor. This thing also strengthened from value CSI equal to 1% with the meaning level of total mstomer satisfaction in between spread 0,51- 0,65 meaning consumers feels enough satisfying to service performance of BEC.