Akbari, M Rizki Fadilah (2023) Kepuasan Nasabah Terhadap Pelayanan Bumdes Lala Sentosa Di Desa Perkebunan Sungai Lala Kecamatan Sungai Lala Kabupaten Indragiri Hulu Provinsi Riau. Other thesis, Universitas Islam Riau.

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Abstract

Satisfaction Customer To Service BUMDes in Sungai Lala Plantation Village Sungai Lala District Indragiri Hulu Regency , Riau Province . Under the Guidance of Mrs. Ir. Hj . Septina Elida , M.Si. Level of satisfaction need be measured For see how much Far assigned role BUMDes in give service to his customers . This research aims to analyze: 1) Customer characteristics and BUMDes profile ;2) The level of customer satisfaction with the quality of BUMDes services ; 3) Strategy to increase satisfaction with the service quality of Owned Enterprises Village ( BUMDes ) Lala Sentosa Sungai Lala District Indragiri Hulu Regency , Riau Province . Method study This survey . The data analysis used includes qualitative descriptive statistical analysis , Important Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The research results show that : ( 1) Characteristics customers BUMDes shows : average age productive , level education customers BUMDes Lala Sentosa is on par with high school, and amount dependent family shows an average of 3 people. As for profile BUMDes Lala Sentosa covers structure which organization has power highest located at MUSDES ( deliberation village ). BUMDes capital sources Lala Sentosa Alone originate or sourced from public local . ( 2) a. GAP analysis of every attribute show the GAP value is negative (-) which means from whole variable And the attribute under study Still There is difference mark between level performance And level hope . Need exists repair from all attribute variables studied so that difference between level performance And level hope to be (+). Attribute neatness clothes uniform , honesty administrator And employees , and knowledge administrator BUMDes know identity customers show The GAP value is positive , which means the attribute variable being studied still maintain mark level hope and also the performance under study . Based on results science analysis , for increase satisfaction customers to service BUMDes Lala Sentosa needs to be improved namely : cooperation BUMDes with party other That capable For increase new appearance into the BUMDes Lala Sentosa . Mark Customer Satisfaction Index (CSI) on quality service BUMDes Lala Sentosa to customers worth amounting to 66.73% ( located between 51% - 75%), which means customers BUMDes Lala Sentosa feel not enough satisfied with performance services provided by administrator And employee BUMDes Lala Sentosa . Strategy enhancement service BUMDes Lala Sentosa in study This use approach size quality service namely the Service Quality (SERVQUAL) model. Dimensions on service quality (SERVQUAL) consists of 5 dimensions that is proof physical (tangible) with make dress uniform for administrators BUMDes Lala Sentosa so that seen more compact And professional , reliability with provide computer For support performance administrator in serve customer , power responsiveness with give information updated to customers , guarantees with give help cost treatment to customers and empathy ( emphaty ) with give friendly attitude And Be patient in serve customer .

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