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Project’s Detail

DESKRIPSI TUGAS AKHIR :
ANALISIS LAYANAN CUSTOMER SERVICE DALAM UPAYA MENINGKATKAN KUALITAS PELAYANAN NASABAH PT BANK RAKYAT INDONESIA UNIT PANDAN WANGI
Abstrak (Abstracts)
This study has a purpose, namely to find out customer service in an effort to improve the quality of customer service at PT Bank Rakyat Indonesia Pandan Wangi Unit. The type of research used is a qualitative method with data collection, namely through interviews. Results Based on research on customer service analysis in an effort to improve the quality of customer service at PT Bank Rakyat Indonesia Pandan Wangi Unit. The results of this study support the research of Mirawati (2019), Pramana (2016, and Angkow (2016) which have similarities in customer service strategies, namely Reliability (Reliability / Ability to fulfill promises), Responsiveness (Responsiveness in providing services), Assurance (belief or ability providing service guarantees), Empathy (understanding consumer desires), Tangibles (physical appearance of services) which have a positive effect on service quality, where there are many differences in customer service strategies Penelitian ini memiliki tujuan yakni untuk mengetahui pelayanan Customer Service dalam upaya meningkatkan kualitas pelayanan nasabah di PT Bank Rakyat Indonesia Unit Pandan Wangi. Jenis penelitian yang digunakan adalah metode Kualitatif dengan teknik pengumpulan data yakni melalui wawancara. Berdasarkan hasil penelitian mengenai analisis layanan Customer Service dalam upaya meningkatkan kualitas pelayanan nasabah PT Bank Rakyat Indonesia Unit Pandan Wangi. Hasil penelitian ini mendukung penelitian Mirawati (2019), Pramana (2016, dan Angkow (2016) yang dimana memiliki kesamaan pada strategi pelayanan nasabah yaitu Reliability (Kehandalan/Kemampuan mewujudkan janji), Responsiveness (Ketanggapan dalam memberikan pelayanan), Assurance (keyakinan atau kemampuan memberikan jaminan pelayanan), Empathy (memahami keinginan konsumen), Tangibles (Tampilan fisik pelayanan) yang berpengaruh positif pada kualitas pelayanan, dimana banyak perbedaan dari strategi pelayanan nasabah

Keyword : layanan customer serive, kualitas pelayanan

Nilai Properti
: ADELA DANISYA YANSI , : 962019056, : Politeknik Negeri Balikpapan, : KEUANGAN DAN PERBANKAN, : 2022, : Indonesia, : Tugas Akhir, : Prepustakaan Poltekba,

 

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Pembimbing
Ida Suriana, S.E., M.M.

E-mail :ida.suriana@poltekba.ac.id

www.poltekba.ac.id
Kety Lulu Agustin,S.E., M.M.

E-mail :

www.poltekba.ac.id