Analisis Hubungan Kinerja Pelayanan Lembaga Keuangan Mikro Non-Bank Terhadap Kepuasan Nasabah (Studi Kasus Lembaga Keuangan Mikro Bina Swadaya)

BULAN, AYU (2007) Analisis Hubungan Kinerja Pelayanan Lembaga Keuangan Mikro Non-Bank Terhadap Kepuasan Nasabah (Studi Kasus Lembaga Keuangan Mikro Bina Swadaya). S2 thesis, Universitas Mecu Buana Jakarta - Menteng.

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Abstract

This research aimed at analyzing the influence of service quality of Micro Finance Institution (MFI) Non-Bank of Bina Swadaya towards the degree of customer satisfaction. The measurement of the service quality used five dimensions comprising: tangible, reliability, responsiveness, assurance, and empathy. This is a descriptive analytical research using survey method, by disseminating questionnaires consisting of 22 items of statements. The questionnaires were divided into two parts consisted of expectation and perception which were arranged into statements based on likert scale of 1 to 7. The questionnaires also included the question on the overall satisfaction of the customer upon the service quality of MFI Bina Swadaya. Servqual analysis, importance- performance analysis, factor analysis, and regression were used to analyze the data. The results showed that the customer expectation upon the service quality of MFI Bina Swadaya was high, with average weighted score of 5.07. The most important item was ‘Regular meeting between CO and its customers’, meanwhile the less important item was ‘Comfortable service room’. Customer perception upon the service quality of MFI Bina Swadaya was also high, but lower than customer expectation with average weighted score of 4.60. The highest performed item was ‘No collateral required for credit’, meanwhile the lowest performed item was ‘Individual attention from CO to customer’. The degree of conformity between customer’s expectation and perception were 72.92% to 122.75%. Item with the highest conformity was ‘No collateral required for credit’, meanwhile, item with the less conformity was ‘Individual attention from CO to customer’. Regression analysis result showed that all dependent variables had significant influence toward customer satisfaction. Empathy was the most significant variable (beta = 0.407), while tangible was the less one (beta = 0.147). The dependent variable of customer satisfaction (Y) can be explained by 41.2% of the independent variables of service quality (X) in this research, and the rest 58.8% should be explained by other variables. Based on the results, the followings are suggestions proposed: (1) MFI Bina Swadaya should prioritize the improvement of 9 items of service quality in quadrant A of Cartesian diagram. The items included: ‘On time credit disbursement’, ‘CO concern upon the customer problems’, ‘MFI commitment upon customer interest’, ‘Response to customer’s complaint’, ‘Courteous and polite services from CO’, ‘Loan size sufficiency’, ‘Customer trust toward CO’, ‘CO understanding upon customer needs’, and ‘Appropriate weekly meeting schedule’; (2) Empathy was the most significant aspect influencing the customer satisfaction, therefore it needs to be prioritized; (3) COs play an important role in an MFI business, therefore it is important to improve their knowledge, attitude, and skill on the financial aspect and group facilitation through training and capacity building.

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