Gaya Pengambilan Keputusan pada Profesi Account Officer di Industri Perbankan ditinjau dari Sikap Terhadap Resiko dan Orientasi Pelanggan

Rosatyani Puspita Adiati

= http://dx.doi.org/10.20473/jpkm.V3I12018.31-43
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Abstract


Pertimbangan rasional perlu dimiliki oleh account officer ketika mereka memutuskan untuk menyetujui atau menolak proposal kredit pelanggan. Sebagai bagian dari profesi marketing, seorang account officer harus melayani pelanggan dengan baik yang diwujudkan dengan mengucurkan kredit kepada customer. Berdasarkan itu, menarik untuk melihat bagaimana account officer menggunakan gaya pengambilan keputusan tertentu berdasarkan pada sikap risiko dan orientasi terhadap pelanggan. Tiga skala yang terdiri dari dua sub-skala orientasi risiko, skala orientasi pelanggan penjual, dan lima sub-skala gaya pengambilan keputusan diberikan kepada 138 pekerja berprofesi account officer dari perbankan swasta. Analisis data menggunakan teknik korelasi kanonik menunjukkan bukti bahwa ada korelasi yang signifikan antara sikap terhadap risiko dan orientasi pelanggan dengan gaya pengambilan keputusan. Sikap menghindari risiko dan orientasi pelanggan berkorelasi positif dengan pengambilan keputusan yang rasional. Sikap kecenderungan mengambil risiko berkorelasi positif dengan pengambilan keputusan intuitif. Penghindaran risiko dan kecenderungan mengambil risiko berkorelasi positif dengan tipe pengambilan keputusan dependant. Penghindaran risiko berkorelasi positif dengan pengambilan keputusan tipe avoidant. Kecenderungan mengambil risiko berkorelasi positif, dimana orientasi pelanggan berkorelasi negatif, dengan pengambilan keputusan spontan. Hasil dari penelitian ini memiliki beberapa implikasi praktis, seperti dapat digunakan pertimbangan kriteria pemilihan account officer, atau meningkatkan program pelatihan untuk petugas akun untuk meningkatkan penggunaan analisis rasional.

Keywords


gaya pengambilan keputusan; orientasi pelanggan; sikap terhadap resiko

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