Update Artikelilmiah: 48838

RADEN RORO CALISTA AURELIA MAHESWARI

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Judul Artikel

Abstrak (Bhs. Indonesia)

Lembaga Keuangan Mikro Agribisnis (LKM-A) merupakan lembaga yang 
dibentuk dan dikelola oleh Gapoktan penerima BLM-PUAP untuk menyediakan 
bantuan modal guna meningkatkan produktivitas petani. LKM-A PUAP Wijaya 
Makmur bergerak dalam pelayanan simpan pinjam. Kepuasan anggota terhadap 
pelayanan LKM-A menjadi salah satu tolak ukur keberhasilan LKM-A dalam 
menyejahterakan anggotanya. Penelitian ini bertujuan untuk mengetahui 
mekanisme pelayanan di LKM-A PUAP Wijaya Makmur, mengetahui tingkat 
kepuasan petani terhadap kualitas pelayanan LKM-A PUAP Wijaya Makmur, dan 
mengetahui atribut apa yang menjadi prioritas utama petani terhadap kualitas 
pelayanan LKM-A PUAP Wijaya Makmur.

Penelitian ini menggunakan metode studi kasus, yaitu pendekatan yang 
bertujuan untuk memberikan uraian secara rinci dan mendalam tentang berbagai 
aspek yang berkaitan dengan individu, kelompok, atau suatu organisasi. Lokasi 
penelitian di LKM-A PUAP Wijaya Makmur Purbalingga. Penelitian ini 
dilaksanakan akhir bulan Februari sampai awal bulan Maret 2025, dengan sasaran 
petani yang mengakses fasilitas simpanan dan pinjaman di LKM-A PUAP Wijaya 
Makmur. Penentuan sampel menggunakan teknik simple random sampling dengan jumlah responden sebanyak 38 orang. Pengumpulan data dilakukan melalui wawancara, kuesioner, observasi, dan studi pustaka. Data yang terkumpul dianalisis menggunakan metode Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), dan analisis deskriptif.

Hasil penelitian menunjukkan bahwa mekanisme pelayanan simpan pinjam 
di LKM-A Wijaya Makmur dilakukan pada hari Senin hingga Jumat dimulai pukul 
08.00-16.00 WIB dengan batas nominal pinjaman anggota sebesar Rp5.000.000,- 
dan jangka waktu angsuran maksimal hingga 12 bulan. Tingkat kepuasan petani 
LKM-A PUAP Wijaya Makmur berdasarkan perhitungan Customer Satisfaction 
Index (CSI) memperoleh nilai sebesar 91,00 persen artinya secara keseluruhan 
petani merasa sangat puas terhadap kualitas pelayanan. Atribut yang menjadi 
prioritas utama petani terhadap kualitas pelayanan yang perlu ditingkatkan kembali berdasarkan perhitungan Importance Performance Analysis (IPA) meliputi 
keteraturan jadwal operasional LKM-A dan kesigapan pengurus dalam memproses 
keluhan anggota secara langsung.

Abtrak (Bhs. Inggris)

Agribusiness Microfinance Institution (MFI-A) was an institution formed and 
managed by Gapoktan that received BLM-PUAP to provide capital assistance 
aimed at increasing farmer productivity. LKM-A PUAP Wijaya Makmur is engaged 
in savings and loan services. Member satisfaction with MFI-A services was one 
measure of the success of MFI-A in improving the welfare of its members. This study aimed to identify the service mechanism LKM-A PUAP Wijaya Makmur, measure the level of farmer satisfaction with the quality of its services, and identify the attributes that were the main priorities for farmers regarding service quality.

This research used a case study method, which was an approach intended to 
provide a detailed and in-depth description of various aspects related to 
individuals, groups, or organizations. The research was conducted at LKM-A PUAP Wijaya Makmur in Purbalingga from the end of February to early March 2025, targeting farmers who accessed savings and loan facilities at the institution. The sample was determined using a simple random sampling technique, with a total of 38 respondents. Data collection was carried out through interviews, questionnaires, observations, and literature studies. The collected data were analyzed using the Customer Satisfaction Index (CSI) method, Importance Performance Analysis (IPA), and descriptive analysis.

The results of the study showed that the savings and loan service mechanism 
at LKM-A Wijaya Makmur was carried out from Monday to Friday, starting at 
08.00–16.00 WIB, with a maximum loan amount of Rp5,000,000 and a maximum 
repayment period of 12 months. The level of satisfaction among farmers, based on 
the calculation of the Customer Satisfaction Index (CSI), reached 91.00 percent, 
indicating that overall, the farmers were very satisfied with the quality of service. 
The attributes that were identified as main priorities for improvement based on the 
Importance Performance Analysis (IPA) were the regularity of the LKM-A 
operational schedule and the readiness of the management in addressing member 
complaints directly.

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