SARI, ITA (2014) PENGARUH PELAYANAN NASABAH, PENGEMBANGAN KARYAWAN DAN KOMPETENSI MANAJERIAL TERHADAP KUALITAS KREDITDI PT. BPR ARTHA MAKMUR LESTARI TESIS ITA SARI TARIGAN 55112320065 PROGRAM STUDI MAGISTER MANAJEMEN PROGRAM PASCASARJANA UNIVERSITAS MERCUBUANA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This study aims to examine and analyze the effect of customer service, employee development and managerial competence in the credit quality of PT. BPR Artha Makmur Lestari. The research data is monthly data for a two-year observation period (early 2012 until early 2014). The sampling method used was purposive sampling of the population 40 employees who meet the criteria for sampling. The method of analysis used in this study is the multiple linear regression method. The results of the study indicate a pre-credit quality tends to decrease due to a low level of competence. Service to customers is not sufficient cause reduced lending. Supervision and monitoring of weak credit, training and education system that is less cause the employee's ability to develop themselves and have a better career even become difficult to realize. Keywords : Competence, Customer Service, Employee Development, Managerial Competence, The quality of credit. Non-Performing Loans. Penelitian ini bertujuan menguji dan menganalisis pengaruh pelayanan nasabah, pengembangan karyawan dan kompetensi manajerial terhadap kualitas kredit di PT. BPR Artha Makmur Lestari. Data penelitian merupakan data bulanan untuk periode observasi selama dua tahun (awal 2012 sampai dengan awal 2014). Metode sampling yang digunakan adalah purposive sampling dari populasi 40 karyawan yang memenuhi kriteria sebagai sampling. Metoda analisis yang digunakan dalam penelitian ini adalah metode regresi linear berganda. Hasil pra penelitian menunjukkan adanya kualitas kredit yang cenderung menurun disebabkan oleh tingkat kompetensi yang rendah. Pelayanan terhadap nasabah yang tidak memadai menyebabkan lending berkurang. Pengawasan dan pemantauan terhadap kredit lemah, sistem pelatihan dan pendidikan yang kurang menyebabkan kemampuan karyawan dalam mengembangkan diri dan memiliki karir lebih baik manjadi sulit diwujudkan. Kata kunci : Kompetensi, Pelayanan Nasabah, Pengembangan Karyawan, Kompetensi Manajerial, Kualitas Kredit, Kredit Bermasalah.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-14-093 |
| Call Number: | TM/51/14/069 |
| NIM/NIDN Creators: | 55112320065 |
| Uncontrolled Keywords: | Kompetensi, Pelayanan Nasabah, Pengembangan Karyawan, Kompetensi Manajerial, Kualitas Kredit, Kredit, msdm, manajemen sumber daya manusia |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 07 Dec 2014 15:16 |
| Last Modified: | 30 Jun 2022 04:18 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/13997 |
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