Analisis Penilaian Nasabah Terhadap Kinerja Perum Pegadaian Di Pekanbaru

Abstract

The purpose of this study is to investigate and analyze customers assessment ofPerum Pegadaian Pekanbaru performance, know how the level of importanceexpected by the customer and knowing the service policy to be carried by PerumPegadaian Pekanbaru in the future. Research in an evaluative research used likertscale and kartasesius diagrams. Results showed quadrant A, the factors that must beconsidered priority by Perum Pegadaian, due to factors that affect customersatisfaction is considered important by customers, but has not done it Pawnshopaccordance with customer expectation so that the customer is not satisfied. Amongthem, the ease of the process of borrowing, guarantees ease of retrieval, and thehospitality and politeness in serving customers. While quadrant B, shows the factorsthat must be maintained by Perum Pegadaian because these factors are important tocustomers and Perum Pegadaian performance was meet customers’ expectations.They are, ease of payment processing, collateral valuation process, disbursement offunds, resolve complaints, employee skills in assessing collateral, employee honestyin returning the collateral, the collateral will not be damaged, the attitude of the clerkat checkout.