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 twogroups, i.e., Common Bank and the People’s Bank Credit (BPR). There are 14 BPR competingwith Common Bank. The basic difference between Common Bank and BPR is that BPR doesnot allow people to have and offer online exchange system. This policy makes BPR can movelocally and the asset of this bank keep growing year by year. This concrete situationmotivates me to research the consumers’ perception of this bank in relationship to its servicequality that makes them choose BPR for their financial transaction. A descriptive methodbased on field survey is the main tool of this essay. The sampling involves 10 customers ofeach BPR. A random sampling method is applied. This survey includes five service qualitydimensions, i.e., reliability, responsiveness, insurance, empathy, and tangible. Generallyspeaking, the reliability, responsiveness, and insurance variables are already good. But,empathy and tangible variable still need improvement. BPR should provide the employeeswith Service Excellent Training and adapt banking technology into their service product.