Tinjauan terhadap Kualitas Pelayanan dan Inovasi Produk di Pegadaian Syariah Kota Bogor

Abstract

As one of the biggest financial’s institute Indonesia PT pegadaian is engages in three lines of business, that is financing gold saving ada other various type of servicing. PT. Pegadaian is one of the biggest financial’s institute that belong to government in Indonesia. Because there was lot of issues about bank’s interest in 16 December 2003, therefore arranged by the management a concept about Syariah servicing which called with Pegadaian Syariah. Pegadaian Syariah has service startegies for its consumers, without exception Pegadaian Syariah which is located in Bogor put forward this strategy too. The purpose of this research is to observe the service qualities and product innovation at Pegadaian Syariah branch Bogor. This research is a qualitative analyst which using interviews and documentations. With this method we can get direct information from Pegadaian Syariah’s employee itself about the policy and the principle are suitable or have to be improved. The result of this study indicates that in its implementation PT Pegadaian Syariah that located in Bogor has complied with the Islamic Perspective. This research results showed that the variables of servicing and innovation of product has a positive and statisfied the customer.

 Keywords: PT. Pegadain Syariah, Servicing Quality, Innovation of Product