PENINGKATAN KUALITAS PELAYANAN OLEH PT. PEGADAIAN (PERSERO) UPC TELUK KUANTAN DALAM MENINGKATKAN JUMLAH NASABAH PRODUK AMANAH

Abstract

The emergence of PT. Pegadaian (Persero) UPC. Teluk Kuantan can improve the people's economy by issuing products that do not violate the principles of shari'ah, be it products in raising funds or distributing funds or gold pawning. PT. Pegadaian (Persero) UPC. Teluk Kuantan in distributing funds seeks to help people own motorized vehicles (Amanah Products) in syari'ah. This study used a population of 9 employees, with a sampling technique namely Total Sampling. Data collection techniques were carried out by observation, interviews and documentation, while data analysis used qualitative descriptive techniques, namely research procedures that produced descriptive data in the form of written or spoken words from people. observable people or behavior. From the research results it can be concluded that the operational standards of service in increasing the number of Amanah Product Customers as a whole are in accordance with the operational standards that have been determined by PT. The pawnshop is managed according to the ability of the SOP.Factors that support and hinder PT. Pegadaian (Persero) UPC Teluk Kuantan in improving service quality and the number of Amanah Product customers, however, all forms of supporting and inhibiting factors make it a challenge for Pegadaian to further maximize service and be able to increase the number of trustworthy product customers.