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Analisis Kualitas Pelayanan di Bagian Account Receiveble di Astra Credit Companies Cabang Bandung 1
Gladies Yuliawati (2017) | Tugas Akhir | -
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Ringkasan
Penelitian ini pada bagian account receivable di Astra Credit Companies Cabang Bandung 1. Astra Credit Companies Cabang Bandung 1 merupakan salah satu perusahaan pembiayaan terbesar & terpercaya yang sudah berdiri sejak 1982 dengan pengalaman lebih dari 25 tahun dan didukung oleh lebih dari 2.300 dealer di lebih dari 30 kota serta dipercaya oleh lebih dari 670.000 customer. Astra Credit Companies memiliki fasilitas pembiayaan untuk semua mobil baru maupun mobil bekas. Tujuan penelitian ini menganalisis kualitas pelayanan pada bagian account receivable di Astra Credit Companies Cabang Bandung 1. Penelitian kualitas pelayanan pada bagian account receivable Astra Credit Companies Cabang Bandung 1 dengan memperhatikan lima hal utama, yaitu lima dimensi kualitas pelayanan tangibles, emphaty, reliability, responsivness dan assurance. Penelitian terdiri dari satu variabel yaitu kualitas pelayanan atau service quality. Sampel yang diambil dalam penelitian ini berjumlah 100 orang, jenis sampel yang dipilih adalah judgment sampling dimana penulis menentukan yang menjadi sampel yaitu pelanggan yang masuk overdue 7-30 hari. Penulis menggunakan analisis frekuensi untuk mengetahui karakteristik pelanggan pada bagian account receivable di Astra Credit Companies Cabang Bandung 1 yang terdiri dari jenis kelamin, usia, dan pekerjaandan penulis menggunakan analisis deskriptif untuk mengetahui bagaimana kualitas pelayanan pada bagian account receivable di Astra Credit Companies Cabang Bandung 1. Berdasarkan analisis frekuensi, kebanyakan yang menggunakan jasa leasing dan masuk overdue 7-30 hari pada bagian Account Receivable di Astra Credit Companies cabang Bandung 1 adalah laki-laki. Untuk usia berkisar 40-50 tahun dan untuk pekerjaan umumnya yang berprofesi sebagai pegawai negeri. Berdasarkan analisis deskriftif hasil kualitas pelayanan pada bagian account receiveable di Astra Credit Companies Cabang Bandung 1 sudah menunjukan interval 3,43-4,23 yang berarti semua dimensi sudah baik. Keyword : Kualitas pelayanan, analisi frekuensi, analisis deskriptif, analisis faktor.
Ringkasan Alternatif
The research on the account receivable at Astra Credit Companies Bandung Branch 1. Astra Credit Companies Bandung Branch 1 is one of the largest and trusted finance company that has been established since 1982 with more than 25 years of experience and is backed by more than 2,300 dealers in more than 30 cities and is trusted by more than 670,000 customers. Astra Credit Companies have a financing facility for all new cars and used cars. This study to analyze the level of service quality in the section account receivable at Astra Credit Companies Branch Bandung 1. Service quality research in the account receivable at Astra Credit Companies Bandung Branch 1 attention to five main points, namely the five dimensions of service quality tangibles, empathy, reliability, responsiveness and assurance. The study consisted of a single variable, quality of service or service quality. Samples taken in this study of 100 people, the type of samples selected is judgment sampling where the authors determined that a sample of customers who come in 7-30 days overdue. The author uses frequency analysis to determine the characteristics of the customer on the account receivable at Astra Credit Companies Bandung Branch 1 which consists of gender, age, and occupation and the author uses descriptive analysis to determine how the quality of service on the account receivable at Astra Credit Companies Branch Bandung 1. Based on the frequency analysis, most of which use the services of leasing and 7-30 days overdue entry on the Account Receivable at Astra Credit Companies Bandung branch 1 is male. For ages ranged from 40-50 years and for general work who works as a civil servant. Based on the descriptive analysis of the results of quality of service on the account at Astra Credit Companies receivable Bandung Branch 1 has shown interval 3.43 to 4.23 which means that all the dimensions are good. Keyword: Service quality, frequency analysis, descriptive analysis, factor analysis.