ANALYSIS OF SERVICE QUALITY AT BAITUL MAAL WAT TAMWIL (BMT) INDRAGIRI

Abstract

This research aims to assess the quality of services provided by Baitul Maal Wat Tumwil (BMT) Indragiri. Based on observations made by researchers who interviewed several service users. This research uses a qualitative descriptive method. The ways to collect data include observing, asking people, and recording information. The informants from the cooperative include several employees of Baitul Maal Wat Tamwil (BMT) and their customers. This study evaluates data by reducing data, presenting data, and drawing conclusions from the research results. The results of this study indicate that the quality of public services at Baitul Maal Wat Tumwil (BMT) Indragiri consists of the following five aspects. (1) “The physical” dimension is a special part of the service facilities and infrastructure for customer comfort. (2) “Reliability” is how much employees are trusted in responding to customer complaints. (3) ‘The responsiveness” of employees towards customers while serving. (4) “Safety” dimensions regarding operational timeliness. (5) "Empathy" is about how service employees demonstrate their attitude and service quality to customers through a good impression. The results of this study provide important conclusions and recommendations for Baitul Maal Wat Tamwil (BMT) Indragiri. The recommendation emphasizes the need for BMT to maintain and improve service quality in order to meet customer expectations effectively.