ANALISIS PERSEPSI NASABAH TERHADAP KUALITAS PELAYANAN BANK PERKREDITAN RAKYAT DI PONTIANAK DAN SEKITARNYA

Abstract

In fact economic and business sectors need a financial support system, like banking, leasing,
insurance etc. According to Indonesia’s Banking Regulation, banks are categorized into two
groups, i.e., Common Bank and the People’s Bank Credit (BPR). There are 14 BPR competing
with Common Bank. The basic difference between Common Bank and BPR is that BPR does
not allow people to have and offer online exchange system. This policy makes BPR can move
locally and the asset of this bank keep growing year by year. This concrete situation
motivates me to research the consumers’ perception of this bank in relationship to its service
quality that makes them choose BPR for their financial transaction. A descriptive method
based on field survey is the main tool of this essay. The sampling involves 10 customers of
each BPR. A random sampling method is applied. This survey includes five service quality
dimensions, i.e., reliability, responsiveness, insurance, empathy, and tangible. Generally
speaking, the reliability, responsiveness, and insurance variables are already good. But,
empathy and tangible variable still need improvement. BPR should provide the employees
with Service Excellent Training and adapt banking technology into their service product.