Implemetasi Pelayanan Mutu Total Pada Koperasi Simpan Pinjam di Kota Surabaya : Sebuah Studi Eksplorasi  

Oleh:

Suryani, Tatik ; Lestari, Sri ; Lestari, Wiwik ; Mongid, Abdul

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Journal of Economics, Business, & Accountancy: ventura vol. 9 no. 2 (Agu. 2006), page 1-16.
Topik: MUTU; saving and lending cooperation; total quality services; procedure

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: VV5.4 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Total quality service is one of the success factors for every organization, including Cooperation, especially saving and lending cooperation. As the organizations built to improve the wealth for all their members and the other side they must compete with the other financial services organization, it must be managed professionally based on the total quality service. But, unfortunately most of them not concern to improve their performance by implementing total quality service in management. These objectives of this research are to elaborate the implementation of total quality services in Saving and Lending Cooperation and how to improve it. Research involved 23 saving and Lending Cooperations. The result indicates that the lower the business performance, the worse the total quality services implemented. By considering the customer perspective there are three important factors of total quality services that must be improve, namely : human resource management system, service procedure and the system of saving and lending standard.

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