PERAN PELAYANAN KREDIT PADA PD. BPR BKK TASIKMADU CABANG NGARGOYOSO KARANGANYAR

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TASIKMADU CABANG NGARGOYOSO

KARANGANYAR

TUGAS AKHIR

Diajukan Untuk Memenuhi Sebagian Persyaratan Dalam Memperoleh

Sebutan Vokasi Ahli Madya (A.Md.) Dalam Bidang Keuangan Perbankan

Disusun Oleh :

Novan Wahyu Wibowo

NIM F3608100

PROGRAM STUDI DIPLOMA III KEUANGAN PERBANKAN

FAKULTAS EKONOMI

UNIVERSITAS SEBELAS MARET

SURAKARTA

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Tugas Akhir ini telah disetujui oleh dosen pembimbing dengan Judul :

“PERAN PELAYANAN

KREDIT PADA PD. BPR BKK TASIKMADU

CABANG NGARGOYOSO

KARANGANYAR”

Surakarta, 16 juni 2011

Telah disetujui dan diterima oleh

Dosen Pembimbing

Drs. Sutanto, M.Si

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Tugas Akhir dengan judul :

“PERAN PELAYANAN

KREDIT PADA PD. BPR BKK TASIKMADU

CABANG NGARGOYOSO

KARANGANYAR”

Telah disetujui dan diterima oleh Tim Penguji Tugas Akhir Fakultas Ekonomi

Universitas Sebelas Maret Surakarta guna melengkapi dan memenuhi syarat untuk

memperoleh gelar Ahli Madya Keuangan dan Perbankan

Tim Penguji

1.

Johadi, SE

(

)

NRP. 360700002

Penguji

2.

Drs. Sutanto, M.Si

(

)

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“Ingatlah dengan mengingat Allah-lah hati menjadi

tentram”.(Qs. Al-Ra’d:28)

“Tidak ada manusia yang sempurna, semua memiliki

kelebihan dan kekurangan”.

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Karya sederhana ini saya persembahkan untuk :

1.

Allah SWT, atas segala limpahan rahmat dan hidayah-Nya

selama ini.

2.

Bapak dan Ibu, terima kasih atas segala kasih sayang, nasehat,

do’a dan segala dukungan yan

g telah diberikan kepada ananda

selama ini yang tidak akan pernah bisa ananda balas.

3.

Adik-adikku Melyana dan Melyani, makasih dukungannya, semoga

kalian bisa mandiri.

4.

Semua teman-teman Keuangan Perbankan angakatan 2008,

jangan pernah lupakan persahabatan kita.

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Puji syukur kehadirat Allah SWT karena berkat rahmat, hidayah dan

bimbingan-Nyalah penulis dapat menyelesaikan Tugas Akhir ini. Adapun tujuan

penulisan Tugas Akhir ini adalah untuk memenuhi sebagian persyaratan guna

mencapai gelar Ahli Madya di Keuangan Perbankan Fakultas Ekonomi

Universitas Sebelas Maret Surakarta.

Penulis menghaturkan terima kasih yang sangat mendalam kepada semua

pihak yang telah berpartisipasi dalam penulisan Tugas Akhir ini, khususnya

kepada :

1.

Dr. Wisnu Untoro, MS selaku Dekan Fakultas Ekonomi Universitas Sebelas

Maret Surakarta.

2.

Drs. Kresno Suroso P, M.Si selaku Ketua Jurusan Diploma III Keuangan dan

Perbankan Fakultas Ekonomi Sebelas Maret Surakarta.

3.

Ibu Tri Mulyaningsih, SE. M.Si selaku Dosen Pembimbing Akademik yang

telah memberikan bimbingannya.

4.

Drs. Sutanto, M.Si selaku Dosen Pembimbing Magang dan Tugas Akhir yang

selalu memberikan arahan, masukan-masukan serta bimbingan dalam

penulisan Tugas Akhir ini.

5.

Segenap Direksi serta karyawan PD. BPR BKK Tasikmadu Cabang

Ngargoyoso yang telah memberikan ilmu serta pengalaman selama praktek

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Maret Surakarta, yang telah membekali penulis berbagai ilmu dan

pengetahuan.

7.

Ayah, Ibu dan keluarga penulis tercinta yang telah memberikan dukungan

baik moril, material maupun spirituil.

8.

Teman-teman seperjuangan DIII Keuangan Perbankan Fakultas Ekonomi

Universitas Sebelas Maret Surakarta dan segala pertolongan serta bantuannya.

9.

Teman-teman kos Pak Khodir yang memberikan bantuan dan dukungan.

10.

Semua pihak yang tidak dapat penulis sebutkan satu persatu yang telah

membantu menyelesaikan tugas akhir ini.

Penulis menyadari bahwa dalam Tugas Akhir ini masih terdapat banyak

kekurangan. Oleh karena itu, bila ada saran, koreksi dan kritik demi

kesempurnaan Tugas Akhir ini, akan penulis terima dengan ikhlas. Dengan segala

keterbatasan yang ada, penulis berharap Tugas Akhir ini dapat digunakan

sebagaimana mestinya.

Surakarta, 2011

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Abstrak ... i

Halaman Persetujuan ... ii

Halaman Pengesahan ... iii

Motto ... iv

Halaman Pesembahan ... v

Kata Pengantar ... vi

Daftar Isi ... viii

Daftar Gambar ... x

Daftar Tabel ... xi

BAB I PENDAHULUAN A. Latar Belakang ... 1

B. Rumusan Masalah ... 3

C. Tujuan ... 3

D. Manfaat ... 4

E. Metode Penelitian ... 4

F. Kerangka Pemikiran ... 7

BAB II TINJAUAN PUSTAKA A. Pengertian Bank dan Lembaga Perbankan ... 9

B. Bank Perkreditan Rakyat ... 12

1. Pengertian BPR ... 12

2. Fungsi BPR ... 13

3. Tujuan BPR ... 14

4. Sasaran BPR ... 14

C. Pelayanan dan Etika Bank ... 14

1. Pengertian Pelayanan ... 14

2. Pentingnya Pelayanan dan Etika Bank ... 15

3. Tujuan Pelayanan dan Etika Bank ... 16

4. Fungsi-fungsi Kode Etik Perbankan ... 16

5. Indikator-indikator Pelayanan dan Etika Bank ... 17

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1. Unsur-unsur Kredit ... 22

2. Tujuan dan Fungsi Kredit ... 23

3. Jenis-jenis Kredit Perbankan Untuk Masyarakat ... 24

4. Prinsip-prinsip Kredit ... 28

5. Manfaat Perkreditan ... 30

BAB III PEMBAHASAN A. Gambaran Objek Penelitian ... 34

1. Gambaran Umum PD. BPR BKK Tasikmadu ... 34

2. Tujuan PD. BPR BKK Tasikmadu ... 35

3. Tugas PD. BPR BKK Tasikmadu... 35

4. Fungsi PD. BPR BKK Tasikmadu ... 36

5. Visi PD. BPR BKK Tasikmadu ... 36

6. MisiPD. BPR BKK Tasikmadu ... 36

7. Struktur Organisasi PD. BPR BKK Tasikmadu ... 37

8. Produk-produk dan Layanan PD. BPR BKK Tasikmadu ... 49

B. Pembahasan Masalah ... 50

1. Tingkat Pelayanan Perkreditan dalam Memuaskan Nasabah ... 50

2. Pelayanan di BPR BKK Tasikmadu sehingga Melayani dengan baik ... 60

BAB IV PENUTUP A. Kesimpulan ... 66

B. Saran ... 68

Daftar Pustaka

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Tabel 3.1

frekuensi umur responden

... 51

Tabel 3.2

frekuensi produk yang digunakan nasabah

... 51

Tabel 3.3

frekuensi lama responden menjadi nasab

ah ... 51

Tabel 3.4

frekuensi jenis kelamin nasabahBPR BKK Tasikmadu

... 52

Tabel 3.5

frekuensi jenis pekerjaan nasabah BPR BKK Tasikmadu

... 52

Tabel 3.6

data tabulasi variabel keandalan

(reliability)

... 53

Tabel 3.7

frekuensi variabel keandalan

(reliability)

... 54

Tabel 3.8

data tabulasi variabel keyakinan (

assurance

)

... 55

Tabel 3.9

frekuensi variabel keyakinan

(assurance)

... 56

Tabel 3.10

data tabulasi variabel ketanggapan (

responsivenes

)

... 57

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