Judul: Analisis kepuasan debitur kredit wirausaha di PT Bank Negara Indonesia (Persero) Tbk Cabang Bogor
Abstrak: Setiap tahun persaingan di bidang perbankan terus meningkat dan hanya bank yang berkualitas yang mampu bertahan untuk terus beroperasi. Dengan semakin meningkat dan kompleksnya tuntutan kebutuhan nasabah, akan menuntut sebuah perusahaan perbankan untuk terus meningkatkan kualitas pelayanan guna memenuhi kepuasan nasabahnya. Bank Negara Indonesia (BNI) merupakan bank terkemuka di Indonesia yang menawarkan berbagai jenis produk perbankan. Salah satu produk kredit unggulan yang ditawarkan oleh BNI yaitu kredit wirausaha. Untuk meningkatkan loyalitas debitur terhadap kredit wirausaha ini, maka BNI perlu melakukan upaya-upaya agar dapat memenuhi keinginan para debiturnya. Tujuan dari penelitian ini adalah : (1) Mengidentifikasi karakteristik debitur kredit wirausaha BNI Cabang Bogor, (2) Menganalisis atribut yang dianggap penting dalam menentukan kepuasan debitur kredit wirausaha di BNI Cabang Bogor, (3) Menganalisis kinerja BNI Cabang Bogor terhadap atribut yang menentukan kepuasan debitur kredit wirausaha, dan (4) Menganalisis tingkat kepuasan debitur kredit wirausaha terhadap atribut kualitas pelayanan BNI Cabang Bogor. Data yang digunakan adalah data primer dan sekunder. Data primer diperoleh dari hasil penyebaran kuesioner kepada debitur kredit wirausaha BNI Cabang Bogor dan wawancara dengan pihak bank. Data sekunder diperoleh dari studi pustaka, internet dan literatur. Jumlah sampel ditentukan dengan rumus Slovin, maka diperolah sampel 58 orang. Metode analisis yang digunakan adalah Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), dan Gap Analysis. Debitur kredit wirausaha BNI Cabang Bogor sebagian besar adalah lakilaki, berusia 41 sampai 50 tahun, pendidikan terakhir SMA, memiliki pendapatan per bulan Rp 9.000.001 – Rp 12.000.000, dan memiliki pengeluaran per bulan Rp 9.000.001 – Rp 12.000.000. Dari hasil analisis IPA dapat diketahui bahwa kuadran I meliputi atribut pelayanan diberikan sesuai dengan prosedur dan kebijakan yang ditetapkan, petugas siap melayani debitur bila dibutuhkan, petugas tanggap dalam menangani keluhan debitur, dan petugas dapat memberikan informasi yang akurat; kuadran II meliputi atribut kesesuaian antara besarnya jumlah kredit yang diberikan dengan kredit yang diajukan, pencairan kredit yang cepat, pelayanan diberikan tepat waktu, kemudahan dalam bertransaksi, petugas dapat berkomunikasi dengan baik terhadap debitur, dan petugas ramah dan sopan dalam memberikan pelayanan; kuadran III meliputi atribut besarnya suku bunga pinjaman, peralatan dan perlengkapan yang tersedia lengkap sesuai dengan kebutuhan debitur, dan kesesuaian antara agunan dengan jumlah kredit yang diberikan; serta tidak terdapat atribut di kuadran IV. Dari hasil CSI menunjukkan bahwa debitur sangat puas terhadap kinerja BNI Cabang Bogor dengan nilai sebesar 80,50 persen. Dari hasil gap analysis dapat diketahui bahwa debitur menilai BNI Cabang Bogor memiliki tingkat pelayanan yang baik (– 0,320).
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Judul: Proses Pelayanan dan Tingkat Kepuasan Debitur Terhadap Mutu Produk dan Pelayanan Kredit (Kasus Kredit Wirausaha di Bank BNI)
Abstrak: Credit BEC (BNI entrepreneurs credit) bi credit line up to IDR 500 million given for productive business in the form of working capital credit and investment credit with duration of maximum credit up to 5 (five) year. BEC as of small credit product of Bank BNI which is relative still just its marketing and implementation in field, once in a while still meeting constraint related to sigh from debtor. To maintain has been reached and increased excellence to compete it with conspecific product in other bank, hence PT BNI (Persero) Tbk especially Small Business Center unit have to comprehend and gets input from their consurner about satisfaction of debtor to quality of product and service which has been given till now. As step of look after their consumers hence company must be identify desire and consumer hopes to quality of service yielded by it. One of way which can be gone through is with measuring level of satisfaction of consumer through questionnaire propagated. Purpose of this study is identify service process of BEC, analyzes relation between service process and level satisfaction of debtor to product and quality of service of BEC, analyzes level of satisfaction of product debtor would and quality of credit service, and analyzes relation between service process and level of satisfaction of debtor to quality of product and service of BEC in Small Business center of PT BNI (Persero) Tbk. Based on result of importance performance analysis, attribute which included in quadrant I (Main Preference), by consumer is considered to be important attribute, but in its implementation not optimal, has not as according to hope, for example between of officer acts in giving suggestion and solution to debtor (5), officer periodically contacts debtor, either visit and also via phones to ask development of business (8), Amenity reach location (19). Based on correlation test result rank Spearman, proven that service process correlates high significant (p<0,01) with level of satisfaction of debtor. Correlation also shows direction which are positive (r, = 0,729), mean increasingly good processed service done by Bank BNI, hence excelsior level ofsatisfaction felt by debtor. This thing also strengthened from value CSI equal to 1% with the meaning level of total mstomer satisfaction in between spread 0,51- 0,65 meaning consumers feels enough satisfying to service performance of BEC.
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Judul: Synthesis of Apatite - Chitosan Composite Using Duck Eggshell and Chitosan with Temperature and pH Control
Abstrak: Composite of apatite-chitosan was prepared by using chitosan as polymer matrix. Calcium phosphate was prepared from CaO and (NH4)2HPO4, which the ratio Ca : P had to be 1.67. Chitosan is produced by deacetilase from biopolymer chitin. Duck eggshell (95% CaCO3) as starting material was converted to be calcium oxide (CaO) through calcinations with temperature 1000oC for 5 hours. In-situ and ex-situ methods were prepared from apatite and chitosan (dissolved with acetate acid 2%). Calcium phosphate prepared for bone implantation, but it is too fragile and brittle to be implant into the body. So addition of chitosan can decrease crystalinity and increase mechanic characteristic (tougher). Composite apatite-chitosan was resulted by fast precipitation. Fast precipitation was held in a breaker glass with nitrogen atmosphere, under controlled temperature at 37oC and pH 7, in order to increase amount of hydroxyapatite. Precipitation with CaO which was dropped by (NH4)2HPO4. Hydroxyapatite and chitosan were appearing at samples with in-situ and ex-situ methods which indicating by peak matching of XRD (closed lattice parameter, crystal size), overlapping at FTIR spectra and supporting by SEM picture (homogenous and agglomerated particle). However, it still needs further research to examine biocompatibility osteoconductive degree of sample by in-vivo and in-vitro test.
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